Nathalia Stephany Rodriguez

Project Specialist with a strong history in the Fintech, e-commerce, and payments sectors. Proficient in overseeing essential operations, addressing technical issues in PSP integrations, and guiding multicultural teams for international brands such as AliExpress. Skilled in creating standard operating procedures (SOPs) from the ground up, reducing fraud risks, and maintaining regulatory compliance (DAC7/DSA) in intricate transactional settings.

CX Project Specialist (Payments & Fraud) at Leadtech Innovation SL (2022-03 – 2025-04)

Oversaw complex payment operations and fraud management across multiple visa products

• Oversaw the backlog of unique cases for over 20 visa products, creating comprehensive analyses and business enhancement proposals for prompt resolution.
• Served as a reference and manager during the launch of payment claims, developing the SOPs (Standard Operating Procedures) from the ground up for the department.
• Managed technical integrations and resolved issues with international payment gateways including Adyen, Ingenico, Worldpay, Acquired, Mercado Pago, and Nium.
• Developed and implemented onboarding programs for agents focused on fraud prevention, risk management, and advanced CRM management.
• Recognized and rectified issues in data integration between payment service providers and internal systems to guarantee business continuity.

Key Account Manager (AliExpress) at Universia Teleservicios S.L. (2021-03 – 2022-02)

Managed strategic vendor relationships and digital compliance for AliExpress platform

• Spearheaded the onboarding process for new strategic vendors, guaranteeing adherence to DAC7 and DSA regulations.
• Oversaw the verification process, product uploads, and implementation of marketing initiatives for prominent technology brands on the platform.
• Delivered specialized assistance with API integrations, Prestashop, and ERP systems to enhance the seller's operations.

Team Leader and Quality (AliExpress) at Majorel Spain (2019-12 – 2021-02)

Led multidisciplinary teams managing customer service, content, and sales operations for AliExpress

• Concurrently managed the Customer Service teams (Web and App through chat), Digital Content, Salesperson Recruitment, and Salesperson Support.
• Tasked with conducting team audits, facilitating technical refresh sessions, and calibrating KPIs to guarantee service excellence.
• Communicated directly with the CX managers at AliExpress and ensured ongoing dialogue with stakeholders in China to achieve strategic alignment.
• Managed unsuccessful transactions, user conflicts, and vendor fund restrictions.

Professional Certificate in Administrative Management – Audiolis

Higher Technician in Pathological Anatomy and Forensic Cytology – San Pablo-CEU University

Bachelor & Cultural and Linguistic Immersion in General Studies – IES Gregorio Marañón