Alessandra Muñiz

Bilingual professional with nearly 10 years of experience in customer service, back-office operations, compliance, dispute resolution and team support. Skilled in KYB reviews, business verification, documentation review, reporting, workflow management and process improvement. Detail-oriented, organized and committed to delivering quality results.

Compliance Coordinator - BLACKHAWK NETWORK

(2021-06 - 2026-01)

• Conducted KYB reviews and due diligence processes for business customers.
• Reviewed and verified corporate documentation, ownership structures, and business information.
• Assessed compliance risks and escalated high-risk cases when necessary.
• Managed multiple compliance cases simultaneously while meeting strict deadlines.
• Developed dashboards and operational reports using Excel and Smartsheet.
• Prioritized workloads and assigned tasks based on business needs and due dates.
• Collaborated with internal teams to resolve compliance-related issues and improve operational efficiency.

Lead Case Analyst - BLACKHAWK NETWORK

(2020-01 - 2021-06)

• Led and supported a team of analysts.
• Assigned workloads and monitored performance metrics.
• Reviewed escalated cases and ensured quality standards were met.
• Provided guidance, coaching, and operational support to team members.

Dispute Analyst - BLACKHAWK NETWORK

(2020-01 - 2020-12)

• Investigated customer disputes and account-related issues.
• Reviewed supporting documentation and determined case outcomes.

Back Office Specialist - BLACKHAWK NETWORK

(2019-01 - 2020-12)

• Managed documentation review, account maintenance, reporting, and operational support.

Backup Team Lead - BLACKHAWK NETWORK

(2019-01 - 2019-12)

• Assisted management with team coordination and workflow monitoring.

Customer Service Representative - BLACKHAWK NETWORK

(2018-01 - 2019-12)

• Provided customer support through phone, email, and chat channels.
• Delivered high-quality customer service and issue resolution.

Customer Service Representative - TELEPERFORMANCE – HILTON HOTELS ACCOUNT

(2015-01 - 2017-12)

• Assisted hotel guests with reservations, modifications, cancellations, and general inquiries.
• Delivered customer service in English while meeting quality and performance metrics.
• Provided service to international guests with professionalism and attention to detail.

Area Supervisor - ZARA

(2012-01 - 2013-12)

• Coordinated daily store operations and supervised staff activities.
• Supported inventory control and ensured customer service excellence.

High School Diploma (2013)