Luis Marcel Fernando Cuentas Campos

• Nationwide responsible for the Back Office (Operations) and Administration of the corporation (4 component companies) with more than 50 specialized personnel in various national operations. This includes the following areas:

Collections and Risk Department

• Company's legal representative in legal cases
• Management with subcontractors for the collections and hard cases
• Operational Audits
• Accounting and Review predating the 2015 management.
• Risk analysis for new corporative clients, approval of profile creation based on granted credit amounts and timelines.
• Coordination and negotiation with corporate clients at the national level.

National and International Supplier Payment Department

• Projection of payments to be made based on collections for the treasury unit.
• Coordination with international suppliers regarding payments and previously agreed-upon timelines.
• Analysis of the terms for newly contracted suppliers and authorization for the creation of their payment profiles in the systems.

Claims and Returns Department

• Management of returns operations, timelines, and authorization based on the amounts to be refunded by airlines and suppliers.
• Coordination with airlines for the refund of pending amounts.
• Coordination with the Accounting and Finance departments.

Cash Digitization Unit

• Supervision of the payment processing center and preparation of statements for corporate companies.

Cashiers Area

• Responsible for establishing rules, procedures, and collection and control criteria at the cashier counters.

Administrative Units: Agent 5, SK, Tropical Incoming, and BRITC (Tropical Real Estate)

• Responsible for centralizing and managing the operations of each company with direct oversight of the different General Managers and Administrators of these companies regarding their Administration, Payments, and Collections operations.

General Services :

• Responsible for managing the department in charge of providing materials, files, and courier services.
• Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.

Special Projects Management and Development (In collaboration with the Planning department)

• Analysis and design of alternatives related to electronic channels, payment channels, issuance systems, process automation, and various projects.

Analysis and Management of KPI, SLA's statistics related to each area under responsibility.

• Prepared employee schedules for maximum coverage during key hours.
• Monitored employee and customer interactions to assess quality of service.
• Assessed personnel performance and implemented incentives and team-building events to boost morale.
• Defined clear targets and objectives and communicated to other team members.
• Coached employees through day-to-day work and complex problems.
• Analyzed customer service data to identify trends, identify solutions and improve customer experience.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

In charge of the Operations department, as well as the Audit and Administration areas of the bank)

• National Administration - 1 Manager, 2 architects, and over 10 personnel nationwide - (Contracts with suppliers, implementation of infrastructure projects, management and monitoring of facility maintenance in the bank and ATMs)
• Operations Audit - 1 Manager and 5 Supervisors - (Monitoring daily financial operations, fraud investigation and resolution, responses to audits, and rule modifications)
• Bank Security - 1 National Manager, 3 Assistants - (Direct management of security and prevention matters)
• Presentation of plans, tracking, and reporting to the board.
• Member of the Management Committee
• Operations Planning
• Management reports and performance KPI's and SLA's of various areas under supervision.
• Planning and alignment of processes with the bank's mission and vision.
• Development of new products and continuous improvement of the area.
• General Management of the Area (authorizations, document signing related to the area, statistical analysis, review of ASFI regulations, etc.)

Management and supervision of branches nationwide (in charge of 5 Regional Managers, 38 Branch Managers, 31 Senior Tellers, and over 200 Tellers).

• Cash Handling (Operations, Quality, Improvements, Projects, Systematization, Hiring of personnel, etc.)
• Platforms (Process Management and Service Quality)

National Back Office - 2 Supervisors, 7 Assistants - (All processes, Foreign Trade, Transfers, ACHs, Checks, Time Deposits, systems, and efficiency projects)

• Electronic Cards Dpt. - 1 Supervisor, 3 Assistants - (Credit, Debit, Prepaid in all its lines, parameters, implementation of EMV CHIP cards with international VISA)
• Judicial Retentions - 5 Assistants - (Review of contracts, retention cases, suspension, and bank certification)
• ATMs - Automatic Teller Machines - 1 Manager and 3 Assistants - (Responsible for the implementation and administration of the ATM network with high availability rates, special projects, and technology improvements)
• Monitoring and Messaging - 1 Supervisor and 7 Assistants - (Monitoring: National Call Center, ATM Management, Fraud Monitoring, and rule creation for cards used abroad and online, management of special projects; Messaging: Contracts with couriers and courier companies, route analysis, and coordination with assigned supervisors, as well as process improvement)
• Projects and Statistical Information - 2 Assistants - (Development of improvement projects, statistical and productivity information for the entire Operations area)
• Identified staff requirements and worked with human resource department to initiate recruitment and training processes.- 1 Supervisor - (Personnel recruitment, career development, bonus management, performance reviews, vacation tracking, and more)
• Collection Points - 2 Supervisors and over 20 Tellers - (Management and negotiation with Commercial for collection points of important clients, such as MICLAR, LOMAS, TECHO, etc.)
• Managed, supported and grew business relationships with existing accounts and developed strategies to increase sales and revenue.
• Operated within budgetary constraints, participated in development of annual budget forecasts and reconciled operating budget.
• Identified staff requirements and worked with human resource department to initiate recruitment and training processes.
• Complied with policies and quality standards to maintain consistency in quality of services.

• Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
• Negotiations with the government
• Strategic Planning
• Management of the Tax and Delegated Administration units
• Representation of the Institution in ASOBAN (Bolivian Banks Association), BCB (Bolivian Central Bank), and government agencies.
• Budget control for cash transport and operations with cash transport companies.

• Human resource management
• Strategic planning
• Logistics and deployment
• Negotiation with internal clients
• Negotiation with suppliers
• Implementation of new plans and technologies.
• Technologies for ATMs (Automatic Teller Machines)
• Technologies for Credit Cards
• Development of various software for control and monitoring, logistics management, queue control for customer arrivals, evaluation of managers, regional heads, and supervisors, among other developments.
• Reduction of cash transport costs for ATMs and branches by up to 40%.

• Feasibility Studies for the installation of new ATMs
• Design of improvements in tracking and statistical systems for ATMs.
• Profit analysis of ATMs
• Internal Human resource management
• Presentation of managerial information
• Monitoring of the VISA System (BI BII) for transaction reconciliation with Visa Electron
• Tracking the embossing of credit cards
• Performed routine office and customer service duties with focus on electronic banking.

• Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
• Validated results and performed quality assurance to assess accuracy of data.
• Monitored compliance and filing requirements in conjunction with staff and management.
• Remittance projections
• Information systems and cash automation
• Management of ATMs nationwide
• Financial reconciliation VISA and ATMs

• Orchestrated integration and communication of software upgrades.
• Performed software installations and upgrades to Windows operating systems.
• Conducted routine and emergency maintenance of assigned data center equipment.