Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Karen Pacheco

La Libertad,LI

Summary

With 11 years of experience in the airline industry, I have gained extensive knowledge in various areas. This positions me to effectively provide recommendations to stakeholders on integrating new technologies from a functional perspective. The goal is to enhance the payment experience for customers, making it easier and more seamless.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Payment Solution Specialist

Avianca
06.2023 - Current
  • Follow-up and execution of projects according to the company's needs
  • Documentation gathering, test execution and production start-up, interacting with the different teams in the delivery of the requested product
  • Execution of dashboards to monitor project delivery
  • Projects executed: Implementation 3DS across all web site.
  • Connection orchestrator
  • Connect fraud tools
  • Connect payment gateways
  • Increased client satisfaction by developing and implementing customized solutions for their specific needs.
  • Coordinated seamless integration of third-party applications into existing systems, ensuring minimal disruption to end-users while maximizing solution benefits.
  • Led regular meetings with internal teams to review progress against goals, address challenges, and devise effective strategies for success.
  • Managed complex projects from inception to completion, ensuring timely delivery while adhering to budget constraints.
  • Provided exceptional post-implementation support services, promptly addressing any issues or concerns raised by clients.

Fraud Prevention Coordinator

Avianca
01.2022 - 06.2023
  • Management of fraud prevention tool for all flow sales Colombia, United States, Brazil, Europe, Argentina, Central and South America
  • Construction of rules and strategies according to new patterns for the timely detection of identified fraud
  • Monitoring of ratios with respect to franchises and liaison with acquiring banks when specific fraud attacks occur
  • Handling and follow-up of chargebacks received for fraud concepts
  • Participation in new integration projects that contribute to the automation of payment processes and consequently fraud prevention
  • Participation in global airline prevention forums for implementation of new practices
  • Management of staff composed of analysts and assistants that support in post validation of transactions with fraud patterns
  • Exploration beginnings with 3DS to reduce high fraud rates
  • Work closely with the franchises and acquiring banks to find more effective prevention alternatives

Fraud Prevention Analyst

Avianca
01.2020 - 01.2021
  • Monitoring fraud patterns to generate new fraud blocking fraudsters
  • Generation and control of reports that allow better control of fraud indicators.
  • Achieve being the 1 top analyst in preventing fraud by suspending tickets
  • Constant communication with the providers that offer the company's prevention module to maintain the expected percentages of chargebacks and reduction of attacks
  • Support for the coordinator of the management of new projects that the company implements in relation to improving prevention schemes.
  • Evaluated the effectiveness of current anti-fraud controls and recommended improvements, resulting in a strengthened overall defense against fraudsters.
  • Strengthened relationships with external partners like banks, payment processors, and credit bureaus by sharing intelligence on known fraud patterns and indicators.
  • Improved company''s risk management processes through continuous monitoring, detection, and reporting of fraudulent activities.

Sales Supervisor

Avianca
01.2017 - 01.2020
  • Regulation and supervision of the operational staff of the 3 sales points located in the country
  • Monitoring and generation of strategies focused on meeting the sales goal
  • Team management: coordination of schedules, vacations, monitoring of productivity and skills for the development of team talent
  • Administrative management: control and monitoring of lease contracts, payments for basic services and provision of supplies for operational personnel
  • Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
  • Developed strong relationships with key clients, resulting in repeat business and increased revenue.
  • Coordinated promotional events to showcase product offerings effectively, attracting new customers to the brand.
  • Organized weekly team meetings to discuss progress, challenges, and opportunities for growth.

Sales Agent

Avianca
01.2013 - 01.2017
  • Attention and advice to the client in purchase, changes of itinerary or purchase of tickets
  • Support to supervisor in consolidation of the sale by store, entry of requests for reimbursements, management of authorizations to grant exemptions from penalties for change in tickets
  • Unconditional support in transformation processes, standing out as a leader among my group of colleagues
  • Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
  • Achieved top performer status within the company due to consistent high sales numbers.
  • Enhanced product knowledge through continuous training and professional development opportunities.
  • Always ranked in the top 5 agents with the best performance

Education

Tourism degree -

University Dr. José Matías Delgado
El Salvador
01.2012

Master Business administration -

IBMI (International Business Management Institute)
El Salvador
01.2015

Skills

  • Strategic Leadership
  • Goal-Oriented Approach
  • Results-Oriented Mindset
  • Customer-Centric Approach
  • Product knowledge

Certification

Project initiation and planning by Corusera

Timeline

Payment Solution Specialist

Avianca
06.2023 - Current

Fraud Prevention Coordinator

Avianca
01.2022 - 06.2023

Fraud Prevention Analyst

Avianca
01.2020 - 01.2021

Sales Supervisor

Avianca
01.2017 - 01.2020

Sales Agent

Avianca
01.2013 - 01.2017

Tourism degree -

University Dr. José Matías Delgado

Master Business administration -

IBMI (International Business Management Institute)
Karen Pacheco