Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

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, RD
03-2024

Alineación Estratégica Y Equipos De Alto Desempeño

Escuela De Liderazgo Parra-Parada
Santo Domingo, RD
08-2023

Transformación Cultural y Gestión Del Desempeño

Parra-Parada
Santo Domingo, RD
06-2023

Liderazgo y Cultura Ágil, Gestión Del Cambio

Parra-Parada
Santo Domingo, RD
04-2023

Licencatura - Comunicación Social y Periodismo

UTESA
Santo Domingo, RD
01.2018

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
César Santamaría