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Luis
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Competencies
Experiencia demostrada en Security Audits.
Experiencia demostrada en Evidence Collection.
Experiencia demostrada en Control Testing.
Experiencia demostrada en Risk Assessment.
Experiencia demostrada en SOP Development.
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Summary
Perfil profesional
Experience
Security Bar Raiser Team Manager
Managed operational security risk, control testing, and compliance across a regional team of 40+ specialists, driving a 15% increase in audit accuracy and policy adherence.. Built centralized security dashboards in Tableau and Excel by consolidating data from multiple internal systems, cutting reporting cycles by 35% and providing high visibility on security risk indicators.. Coordinated monthly/quarterly business reviews (MBRs/QBRs) with international stakeholders across multiple countries to communicate potential security risks and execute proactive remediation plans.. Led root-cause analysis on security findings, tracking exceptions, corrective action plans, and control-owner commitments through resolution.
Customer Service Team Manager
Enforced operational compliance and SLA performance (98%+ compliance) using custom tracking tools and root-cause analysis in high-volume environments.. Managed real-time queue deployments and incident escalations during peak periods, eliminating SLA breaches and maintaining system health.
Security Bar Raiser Auditor
Executed high-stakes security audits and evidence collection across complex workflows, maintaining high data fidelity and compliance with internal security standards.. Authored and standardized regional escalation SOPs, guidelines, and review templates, reducing turnaround time for security escalation reviews by 20%.. Conducted technical calibration sessions and deep-dive root cause investigations to realign audit criteria and eliminate defect trends across global teams.
Customer Service Team Manager & Incident Lead
Gestión de puntos de escalamiento para incidencias operativas complejas, coordinando rutas de resolución entre equipos de soporte y áreas técnicas.. Desarrollo e impartición de programas de capacitación e inducción para nuevos integrantes, fomentando el apego a las directrices de calidad.. Facilitación de reuniones de alineación operativa y seguimiento diario del estado de las colas de servicio.