Alejandra Badillo Pérez Molphe

Financial Operations & FCRA

• Support high-volume financial operations involving U.S. consumer credit accounts, including Consumer Loans, HELOCs, and Credit Cards.
• Review credit reports, customer information, case documentation, and supporting records to identify discrepancies and determine whether cases meet established requirements.
• Investigate FCRA cases and Direct Disputes, analyzing member-submitted information and account documentation to support accurate and compliant case resolution.
• Currently manage approximately 500 cases per month, in addition to approximately 70 Direct Dispute cases, while maintaining established productivity and quality standards.
• Consistently maintain approximately 95% productivity according to internal performance metrics.
• Perform formal quality control reviews before monthly case submissions to the U.S. client, identifying errors and ensuring adherence to established requirements.
• Conduct additional internal quality reviews for a five-member team, identifying recurring issues and supporting consistent operational standards.
• Work with Salesforce, Excel, Worklist, SOR, ALS, and e-OSCAR, as well as internal banking systems.
• Receive process and regulatory training from U.S.-based Compliance teams and apply updated requirements to daily case processing.
• Handle sensitive financial and personal information while maintaining accuracy, confidentiality, and compliance.
• Process Expansion & Operational Support
• Collaborated with leadership to demonstrate the team's operational capabilities and support the transition of additional workload from the U.S. operation to Mexico.
• Support ongoing process changes and new operational strategies by adapting procedures, sharing process knowledge, and helping maintain productivity and quality standards.
• Serve as an operational resource for colleagues and new team members when handling complex cases or process-related questions.

Training & Development

• Selected to train 14 new employees across multiple dispute processes.
• Provided training for New Transactions, American Express Disputes, and CBS-related workflows.
• Supported new employees throughout their transition into production, helping them understand procedures and maintain quality and productivity standards.

Credit Card Disputes / Fraud Operations

• Previously managed up to 90 CBS dispute cases, exceeding the established production target of 50 cases.
• Investigated credit card transactions reported by members as fraudulent and processed cases according to established procedures.
• Supported New Transactions, American Express Disputes, and CBS processes.
• Served as backup support for team leadership and assumed additional responsibilities related to new projects and process changes.

• Managed customer orders, quotations, shipments, and order follow-up for a well-established jewelry company.
• Coordinated multiple customer and operational requests simultaneously while maintaining accurate product and customer information.
• Provided customer support through digital channels and in-person interactions, resolving questions and following requests through completion.
• Managed orders throughout the full operational cycle, from quotation and customer confirmation to shipment.
• Maintained organized customer and product records and ensured information accuracy throughout the order lifecycle.
• Supported day-to-day sales operations and coordination with customers and business partners.

Vehicle Purchasing Specialist / Documentation Analyst / Sales Representative

• Completed specialized training in Mexico City focused on vehicle documentation review, legal requirements, and acquisition procedures.
• Reviewed vehicle documentation and customer information to identify inconsistencies and ensure compliance with established requirements.
• Transitioned into vehicle purchasing operations, evaluating documentation and vehicle information to support acquisition decisions.
• Worked across multiple stages of the vehicle purchasing operation, developing experience in process coordination, documentation analysis, and operational decision-making.
• Later supported sales operations, gaining additional experience in customer-facing processes, commercial operations, and cross-functional coordination.