Kenneth Vargas

• Implemented a continuous monitoring system in real time, for urgent scenarios or red flags, improving the detection of regulatory risks by 30% and avoiding potential penalties estimated in millions of dollars.
• Ensured compliance with the regulations of over 10 international trade and regulatory agencies, including OFAC, ITAR, BIS, EAR, and the UN, achieving over 98% compliance in QA, with an error margin of less than 2%. Managed approximately 15 cases per hour, surpassing the target of 13 cases per hour. Delivered excellence in SLA and QA, and consistently exceeded expectations in performance reviews for two consecutive years.
• I provided support to the team as acting shift lead, making plans and adjustments regarding break and lunch schedules, using workforce management strategies to ensure that all tickets were worked on within the first 30 minutes, as they were urgent cases and could not wait in the queue, successfully achieving all service level agreements.
• Successfully delivered Background Check procedures, enhancing the organization's ability to make informed decisions regarding personnel and business partnerships.
• Guaranteed response times that exceeded industry standards, improving stakeholder satisfaction by 20%. Successfully cleared the queue of pending cases requiring follow-up, through tickets, emails, and assignments made directly by the supervisor or shift lead, ensuring all outstanding issues were resolved for both internal and external stakeholders.

• Identified and resolved problems in data distribution, improving the performance of machine learning models on Alexa devices by 15%, translating more than 100 pieces of audio per hour into operator language, with a margin of error of 10%. , exceeding the department's established metric of 30%.
• Verified and optimized the quality of multilingual data, reducing errors by 20% and ensuring accurate data for model training.
• Implemented natural language processing (NLP) and data analysis techniques to improve the self sufficiency and quality of responses generated by smart devices, contributing information subject to 90% quality so that development teams could make informed decisions.
• Translated and processed information between English and Spanish, increasing the accuracy and relevance of Alexa responses for Spanish-speaking users by 25%.

• Simplified and improved documentation of key processes, reducing operational error resolution time by 15%.
• Designed an agile format to provide technical support to a team of 32 agents, ensuring initial response times of less than 2 minutes and increasing resolution rates by 20%.
• Responsible for planning, developing, and monitoring action plans to improve performance for agents struggling with understanding or following established processes. Successfully improved the quality of all tickets worked by 100%, increased required metrics by 20%, and reduced the number of agents in improvement plans from 17 to 0 within a 2-month period.
• Performed weekly calibrations with QA to achieve a 12% reduction of markdowns for both sub-lines under my responsibility.
• Managed the daily distribution and control of work inflows, ensuring alignment with agents' break and lunch times, while considering headcount and logistics. Achieved first responses within 180 seconds for extremely urgent and sensitive tickets, surpassing the established timeliness metric of 300 seconds, resulting in a 40% improvement in response time.

• As a customer service agent for the "Incidents" account, I was responsible for responding to reports submitted by driver partners and platform users. In specific cases, where I did not have all the necessary information to make a decision, it was also required to make phone calls to investigate further and gather all the details of the incident.

During two consecutive years, I achieved excellence in quality and timeliness, consistently going above and beyond the expectations as a CSR, always focused on the customer and the needs of the business.