David Rodriguez Calderon

Perform comprehensive audits to evaluate and verify that Equifax’s clients adhere to Fair Credit Reporting Act (FCRA) regulations, meticulously reviewing processes and documentation to identify potential compliance risks, gaps, and areas for improvement. By conducting detailed assessments, I ensure that regulatory standards are met while also providing actionable recommendations to enhance compliance practices and mitigate future risks.

• Identified gaps within the established procedures and escalated to management for attention, resulting in several changes to the team's documentation (SOPs or Desk References), while making the process more streamlined and clearer.
• As a senior, I have taken on additional tasks to keep on growing within the role, trained new hires, and constantly provide floor support.

Execute suspensions, terminations and reactivation requests from all the different compliance departments globally within Western Union. Document cases to ensure record keeping while complying with company policies and procedures. Assist with additional tasks as required by management ensuring execution under established SLAs with high quality standard.

• Spearheaded the implementation of a new SharePoint page tailored to the specific needs of our department, despite constraints posed by the old SharePoint version. This initiative streamlined information dissemination and collaboration, significantly reducing reliance on outdated methods.
• Additionally, I established a dedicated channel for inquiries, effectively curbing the influx of emails to our mailbox, thus enhancing overall efficiency and communication within the team.

Ensure compliance in high risk money transfers, regarding laws and regulations from the different countries and regulatory institutions. Most productive specialist in 2018, 2019 and 2020, without letting quality scores decrease.

• Improved the performance of the LVL 1 team which was receiving above average corrective feedback from my team, by leading an initiative in which trends and data was analyzed to come up with best practices and new processes to decrease the number of errors. The corrective feedback notes could be reduced by 40%.
• I enhanced the support efficiency for the LVL I team during periods of high queue volumes, by leveraging streamlined processes, negotiating and modifying support procedures to allow LVL 2 supporters to directly handle LVL 1 transactions in case of need and availability. My efforts directly resulted in smoother operations and improved response times, ensuring the metrics of the SLAs and increasing customer satisfaction.
• Created a training program within the GSI department partnering up with the global training team, to maintain the quality of the associates on the floor through refreshing sessions, mail memos and personalized coaching if needed. Leading to an increase in the quality score of the department and maintaining low amounts of feedback received.

Front liner for the Government Sanctions & Interdiction department providing effective and positive transaction-handling customer experiences through online and written interactions. Participant in several special projects and additional skills within GSI scope as Florida Power Light, Cuba and Secondary Review for Tier II.

• Reduced the team’s AHT in a 60% despite them being new hires for the company, by making best practices share sessions and constantly providing feedback, while being an acting team leader due to a medical leave.

Highly efficient seller and customer service agent with high performance demonstration, selected as an example of good behavior practices during the calls to present for department managers and floor support coverage. Demonstrated high levels of empathy with the customer's problems and offered timely and effective solutions, improving the overall customer experience.

• Boosted team sales by 50% by sharing effective selling techniques and strategies with colleagues, fostering collaboration and achieving remarkable results together such as best team on the floor for 3 consecutive months.