David Arias
Seasoned Customer Experience Leader
Bogotá
Summary
Customer Experience and Operations Leader with 10+ years of success in BPO, Banking and legal environments, leading cross-functional teams and optimizing performance. Experienced in case management, client intake, compliance, and team development, with a current focus on pre-litigation support—applying business acumen to streamline legal operations and enhance client outcomes.
Overview
9
9
years of professional experience
2
2
Certificates
3
3
Languages
Work History
Pre-Litigation Case Manager
Prestige Legal Solutions, P.C.
05.2025 - 09.2025
- Quarterback Lemon Law cases from intake through pre-litigation resolution, with a strong emphasis on administrative management of demand letters—including drafting, filing, and tracking responses. I handle comprehensive case support, including client communication, document collection and organization, case evaluation, and preparation of settlement packages. I also manage various administrative aspects of each case and coordinate directly with opposing counsel during negotiations to facilitate timely and effective resolutions.
Legal Case Specialist
LemonLaws.com by Prestige Legal Solutions, P.C.
07.2024 - 06.2025
- Serve as the primary point of contact for clients, providing regular updates on the procedural stages of their case. Responsible for collecting necessary documents, maintaining accurate and organized case files, and ensuring seamless communication between clients and the legal team.
Team Manager
Visa Inc
02.2024 - 07.2024
- Brought on as part of a short-term strategic initiative to launch the Disputes Department at Visa M, I led the operational setup, ensured compliance alignment, and oversaw the initial development of the team. I built and managed a new team of analysts, established case handling protocols, and guaranteed full regulatory compliance throughout the department’s launch phase. As a hiring manager, I collaborated with HR to screen, onboard, and train over 50 new employees. I also created and implemented training materials to streamline ramp-up and ensure process clarity. Additionally, I managed performance tracking using Excel, Power BI, and Quisight, delivering weekly, monthly, and quarterly KPI reports to optimize team performance and minimize financial risks.
Team lead
IntouchCX
06.2023 - 12.2023
- Led and managed a team of 20 agents in a retention-focused operation, driving performance excellence and ensuring compliance with client standards while fostering a culture of high-quality service. I executed meticulous payroll processes and oversaw legal procedures to maintain strict adherence to regulatory requirements. Additionally, I implemented robust follow-up and reporting mechanisms, leveraging advanced reporting tools to deliver comprehensive insights that supported informed decision-making and continuous process improvement.
MGR I, HR SPECIALIST
Amazon
06.2022 - 05.2023
- As an HR Manager, I oversaw operations for Amazon, including employee relations, benefits administration, and compliance. I managed key HR processes such as PTO tracking, workplace accommodations, and employee separations, ensuring smooth and compliant offboarding procedures. This included coordinating final compensation, verifying entitlements, and ensuring proper documentation for resignations and terminations.
D2AS Team Manager
Amazon
06.2022 - 07.2022
- Managed an 18-member team delivering technical support for Alexa, Fire tablets, Fire TV, and Kindle Content, while overseeing performance metrics through weekly, monthly, and quarterly KPIs using Excel, Power BI, and Quisight for data analysis and reporting. I implemented a dynamic onboarding program for new associates, incorporating learning management systems (LMS), virtual training modules, and interactive workshops tailored to the contact center environment and evolving business operations, ensuring smooth integration and accelerated skill development across the team.
Client Financial Team Leader
Marsh & McLennan
Bogotá, Bogota D.C., Colombia
10.2025 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
CONTACT CENTRE ASSISTANT MANAGER
Teleperformance
04.2020 - 04.2021
- As ACCM, I oversaw an operation of 150 agents focused on retention and medical-related support, leading and supervising a team of 10 supervisors and team leads. I actively participated in leadership meetings to drive team cohesion, strategize performance improvements, and manage budgeting and performance tracking. I also acted as hiring manager for over 250 agents, coordinating requisitions, device distribution, system access, and contract execution. Additionally, I planned and developed training materials and programs, while working closely with the Quality Assurance team to implement continuous improvements and process enhancements.
Customer Care Team Lead
Scotiabank
07.2017 - 04.2020
- I managed several groups providing technical support for credit cards, loans, and personal accounts, while also serving as Trainer and Project Head with a focus on Lean Six Sigma and Agile methodologies. I oversaw the monitoring and maintenance of weekly, monthly, and quarterly KPIs to ensure optimal team performance and operational efficiency. Additionally, I led comprehensive training initiatives for onboarding associates, applying Lean Six Sigma and Agile strategies to drive seamless integration and accelerate skill development.
Education
Bachelor of Laws - LLB - Law
Universidad La Gran Colombia
Skills
Team Leadership & Development
Performance Management & KPI Tracking
Hiring & Onboarding Strategy
Project Planning & Execution
Regulatory Compliance Oversight
Process Improvement (Lean Six Sigma & Agile)
Cross-Functional Team Coordination
Client Relationship Management
Data-Driven Decision Making (Power BI, Excel, Quisight)
Training Program Design (LMS & Workshop Facilitation)
Certification
Lean Six Sigma White Belt, 2024-07-01, Lean Six Sigma Institute LATAM
Timeline
Client Financial Team Leader
Marsh & McLennan
10.2025 - Current
Pre-Litigation Case Manager
Prestige Legal Solutions, P.C.
05.2025 - 09.2025
Legal Case Specialist
LemonLaws.com by Prestige Legal Solutions, P.C.
07.2024 - 06.2025
Team Manager
Visa Inc
02.2024 - 07.2024
Team lead
IntouchCX
06.2023 - 12.2023
MGR I, HR SPECIALIST
Amazon
06.2022 - 05.2023
D2AS Team Manager
Amazon
06.2022 - 07.2022
CONTACT CENTRE ASSISTANT MANAGER
Teleperformance
04.2020 - 04.2021
Customer Care Team Lead
Scotiabank
07.2017 - 04.2020
Bachelor of Laws - LLB - Law
Universidad La Gran Colombia
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Portuguese
Limited Working