César Santamaría
Santo Domingo,RD
Summary
Operations, Quality, and Training Manager with over 10 years of experience enhancing client satisfaction, and consistently exceeding monthly goals and SLAs. Achieved a 25% improvement in NPS and a 10% increase in QA scores within 8 months. Implemented strategies that boosted employee satisfaction by 50%. Recognized with Golden and Diamond Club awards for exceptional leadership and mentorship.
Overview
7
7
years of professional experience
Work History
Fraud Manager
Scotiabank
Santo Domingo, RD
02.2023 - 07.2025
- Led a cross-functional team of 70+ analysts using case management software and fraud analytics, reducing fraud losses by 10% annually.
- Oversaw investigations of high-risk transactions flagged by internal systems and customer calls, preventing losses and boosting NPS by 50%.
- Designed Call Flow procedure and coached staff on soft skills, decreasing handling time by 20% within six months.
- Developed training program for managing irate customers, decreasing escalations, and enhancing OSAT scores by 15%.
- Collaborated with the Governance team to refine Authentication procedures, reducing fraud penetration by 20%.
Training and Onboarding Manager
Trueshore
02.2018 - 09.2021
- Designed and managed the training and onboarding program, increasing early-stage performance.
- Developed and standardized SOPs, documentation templates, and training documentation, resulting in fewer agent errors.
- Lead calibration sessions with operations and QA teams to align training content with business needs.
- Manage training department payroll.
- Partnered with HR and Recruitment during the hiring process.
Education
Gestión y Manejo De Fraude - Prevención De Lavado De Dinero, Cultura De Riesgo
Scotia Academy
Santo Domingo, RD03-2024
Alineación Estratégica Y Equipos De Alto Desempeño
Escuela De Liderazgo Parra-Parada
Santo Domingo, RD08-2023
Transformación Cultural y Gestión Del Desempeño
Parra-Parada
Santo Domingo, RD06-2023
Liderazgo y Cultura Ágil, Gestión Del Cambio
Parra-Parada
Santo Domingo, RD04-2023
Licencatura - Comunicación Social y Periodismo
UTESA
Santo Domingo, RD01.2018
Skills
- Avaya CMS
- Verint
- Process Improvement
- Training & Development
- Quality Assurance
- Payroll & Budgeting
- Medallia
- AS400 IBM
- Power BI
- Workforce Management
- Data Analysis & Reporting
- Case Management
- Performance Management
Languages
Spanish
First Language
English
Proficient (C2)
C2
Timeline
Fraud Manager
Scotiabank
02.2023 - 07.2025
Training and Onboarding Manager
Trueshore
02.2018 - 09.2021
Gestión y Manejo De Fraude - Prevención De Lavado De Dinero, Cultura De Riesgo
Scotia Academy
Alineación Estratégica Y Equipos De Alto Desempeño
Escuela De Liderazgo Parra-Parada
Transformación Cultural y Gestión Del Desempeño
Parra-Parada
Liderazgo y Cultura Ágil, Gestión Del Cambio
Parra-Parada
Licencatura - Comunicación Social y Periodismo
UTESA
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