Bogota, D.C., Capital District, Colombia
I am a mechanical engineer from the District University Francisco Jose de Caldas in Bogota, Colombia. I got my degree in 2019. Among my qualities, I highlight being a responsible, proactive, recursive, organized person, capable to work as a team, creative and punctual. I am seriously committed to any position that I have to carry out, performing the functions that are assigned to me, thinking about the development of the organization or company, and my professional development. My work experience has been developed in different areas. In the food and pharmaceutical industry, I have worked in the production and maintenance areas. I have also worked in the BPO sector (Business Process Outsourcing) in the customer service area for wireless companies in the United States. Likewise, in the logistics coordination area for freight transport companies in the same country. I have also worked for public sector entities. I performed assistance support functions to the engineering team in charge of the formulation and supervision of the execution of the infrastructure projects of the Local Mayor's Office of Teusaquillo. I speak an intermediate level of English B2 +.
In the client service area, I worked taking calls from clients. My responsibility was to inform them about the status of their cases, connect them with their legal team, provide general information about legal processes and the status of their cases, assist with evidence gathering, and schedule office appointments, among other duties. I was transferred to the firm's humanitarian area to work as a paralegal on pending U Visa cases. My duties in this position included overseeing the development of U Visa cases that had already been filed with USCIS. I was required to notify the attorneys about the arrival of evidence requests and keep clients informed about the progress of their cases. Later, I joined the team handling N-400 cases and assisted as an initial case processor. In this position, I was responsible for establishing initial contact with clients, welcoming them to the firm, and conducting questionnaires to gather the information needed to complete the N-400 application. I was also required to request the necessary documents and evidence so that the package could be subsequently prepared and submitted to USCIS.
As a customer service representative for Binance, I addressed users’ concerns regarding cryptocurrency services and products, ensuring a high-quality service by providing accurate answers in a timely manner through live chat, email, and support tickets. I guided users on platform navigation, account setup, transaction processes, and product usage, while also troubleshooting technical issues and escalating complex cases to specialized teams when necessary. In addition, I maintained a strong focus on user satisfaction by following up on pending cases and sharing self-service resources to empower clients. Later, I was transferred to the KYC (Know Your Customer) business unit, where I performed duties as a KYC analyst and helpdesk support. In this role, I conducted due diligence and identity verification in compliance with global AML (Anti-Money Laundering) and CTF (Counter-Terrorism Financing) regulations. I reviewed account documentation, verified customer identities, and assessed potential risks to prevent fraudulent activities, money laundering, terrorism financing, sanctions breaches, or exposure to PEPs (Politically Exposed Persons). I also monitored flagged transactions, investigated suspicious account activities, and collaborated with compliance teams to ensure regulatory adherence. Furthermore, I assisted coworkers via the ticketing system, providing guidance and support to resolve complex KYC cases efficiently.
I worked as a logistics coordinator for the JB Hunt company in the United States, where I was responsible for tracking and tracing loads to provide real-time updates to all parties involved. In addition, I assigned loads to carriers based on their geographic location and ability to ensure the shortest possible delivery times. I also updated the load management system with information obtained from carriers’ websites and directly from drivers via phone. Furthermore, I prepared and submitted daily status reports to customers, including estimated times of arrival, location updates, and any other relevant details they required.