Daniel de la Puente

About

Industrial Engineer with a Masters in Technologies for Sustainable Development Customer Satisfaction expert Fraud detection specialist continuous improvement and processes lover

Experience

• Risk Ops Supervisor - Fraud prevention/ kyc at DiDi
  Nov 2023 - Jul 2026 · 2 yrs 9 mos

  - Operations Performance strategies & development. -Team Leadership -SOP´s development, implementation & continuous improvement - Coaching & Feedback -KYC (know your customer) investigations/fraud prevention -Continuous improvement. -New LOB implementation and Leadership -Trainings development -Onboardings -Data analysis and decision making -KPI´s implementation, follow up and PIP application -SLA strategies -Customer satisfaction

• Binance (1 yr 9 mos)
  • Senior P2P fraud investigations agent
    Jun 2022 - Jul 2023 · 1 yr 2 mos

    -Chargebacks detection. -KYC (know your customer) investigations. -Onboard new agents -Continuous improvement. -International customer satisfaction. -Priority users. -Fraud Investigation. -Ban/unban accounts. -Data Analysis. . -Mediator. -Deescalation. -POC with different departments and users. -Tickets solution for lower departments.

  • Junior Peer to Peer Investigations especialist
    Feb 2022 - Jun 2022 · 5 mos

  • Peer to Peer Investigations especialist
    Nov 2021 - Jan 2022 · 3 mos

    -Peer to peer solutions -Mediator -Fraud detection -Investigation -International customer satisfaction

• Uber (3 yrs 8 mos)
  • UberEats POC
    Feb 2019 - Apr 2021 · 2 yrs 3 mos

    -Kpi´s improvement strategies. -Continuous improvement. -UberEats team at Gl & site escalations. -Inventory balance. -Point of contact with other UberEats levels and other cities. -Implementation of site & a National processes.. -Cities launching Uber & Uber Eats. -Process improvement. -Drivers trainer (info sessions). -UberEats Team leadership. -onboarding / offboarding users. -background check assistance. -Fraud detection.

  • Uber Expert
    Aug 2018 - Feb 2019 · 7 mos

    -Customer satisfaction. -Follow up. -investigation. -Onboarding/offboarding.

  • Logistic Assistant
    Sep 2017 - Aug 2018 · 1 yr

    -Direct contact with more than 25 cities and 6 countries around Latino America. -Assistance creating accounts. -Onboarding -Follow up -Bilingual support on English and Spanish accounts. -Process optimization. -Assistance on Call center creation and operation (KPIs SOPs) -Closing sale. -CRM

• Consultor de medioambiente y responsabilidad social at EJEKA
  2016 - Apr 2021 · 5 yrs 4 mos

  -Project manager -Consultant -Sales -Team management -Customer prospecting -Capacitations -Team leadership -Manager

• Technical Support Specialist at TeleTech
  Jan 2017 - Sep 2017 · 9 mos

  Technical support via remote, meeting all requested metrics, such as speed of solution, customer satisfaction and effective solution. Passing from customer service agent to technical support in 3 months because of performance. performing more than 70 daily account contacs