Nitza Castillo

Experience

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  COLEGIO ST. MARY

  Feb 2003 - Jun 2005

  Art Teacher
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  CCCorporation

  Dec 2005 - Jan 2007

  Customer Services Analyst

  Portuguese/English/SpanishResponsible for answering calls with inquiries about all Copa Airlines products in Portuguese, English, and Spanish.Special Back Office Support for the following Departments:► US Agency Support Desk► Group Quotation ► Refunds► Local Currency Ticket Issue► Passenger Rerouting due Flight Cancellation

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  Star Contact

  Oct 2011 - Feb 2012

  Customer Service Agent

  Customer Service agent for credit cards projects for the Brazilian market

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  EGS

  Jan 2012 - Jan 2014

  Trainer

  Trainer for Copa Airlines Project (Call Center)Responsible for training call center agents for Copa Airlines.► Facilitated learning about the airline by adapting interactive games with airline-themed topics.► Created a user manual for the airline's booking program to facilitate learning and serve as a reference guide for trainee employees.► Reduced agents' search time for information during calls by creating a SharePoint with learning materials and references for Copa Airlines. Show less

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  Copa Airlines

  Jan 2014 - Jan 2015

  Customer Service Specialist

  Portuguese/English/SpanishResponsible for providing responses to travel inconveniences, delays, damage and loss of luggage, through emails to clients in Portuguese, English and Spanish.

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  Copa Airlines

  Apr 2015 - Feb 2016

  Frequent Flyer Program Supervisor

  Responsible for supervising inbound calls at the ConnectMiles Service Center, loyalty program for Copa Airlines.

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  Refinitiv, an LSEG business

  May 2016 - Apr 2024

  Lead Research Analyst

  Portuguese/English/SpanishCountry Expert: BrazilEnhanced Due Diligence - KYC -Third Party Risk Management - AML Analysis► Standardized the search criteria across various information platforms on regulatory and labor risks for company and individual reports in Brazil, achieving standardized information for the client to have a better decision-making.► Analyzed databases to incorporate new valuable sources and platforms, and enhanced risk reports according to Brazilian market requirements, attracting more clients with more comprehensive information.► Searched for risk sources in Portugal, Angola, and Mozambique, providing more information to clients and broadening the perspective for better decision-making in countries with restricted information.► Ensured that the staff used standardized processes by training analysts, supervisors, and leaders on the new standardization and utilization processes for platforms in Brazil. Show less