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 Salvador01.2012
Master Business administration -
IBMI (International Business Management Institute)
El Salvador01.2015
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)
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