Marlene Gutiérrez

Specialist in credit card clarifications and analysis of databases, with 17 years of experience in the
banking industry, administrative skills, teamwork, self-taught, computational, proactive.

CLARIFICACTIONS MANAGER 04/10/2021 – 2/08/2024
Responsabilities:
✓ Management to the TDC clarifications team.
✓ Report and track incidents, requests for improvements and monitoring them with the minsait provider.
✓ Assurance of correct interest calculation in the system.
✓ Develop credit performance metrics to identify improvements and optimize operations.
✓ Ensure the correct application of charges and credits in the system by the clarification team.
✓ Reconciliation of charges and credits in the system to ensure correct use of the system and minimize the risk of fraud
by the clarification team.
✓ Improve clarificaction attention SLAs.
✓ Advice different areas of the company on the operation of TDC processes.
✓ Database analysis to resolve credit card incidents.
✓ Analysis, resolution and attention to clarifications through Jira.
Results / Achievements:
• The SLA for tdc Rappicard clarifications was improved above than 95% in the first 24 business hours.
• Management and attention to the incident module of the TDC Minsait system achieving a loss percentage of less than 1%.
• Creation of a clarification service system through Google forms where the monetary processes bonuses or charged to clients
are managed.
• Creation of clarification tracking system through data studio.
• Massive remediation processes for interest bonuses, commissions, refunds, charges for system incident or bugs.
• Generation of portfolio analysis through snowflake for integration into the system through batch processes for massive
remediations.
Applied technology: SQL, Snowflake, Google suite, Minsait, Jira, Data Studio, Looker Studio, Kustomer, Power BI.
 

MANAGER BUSSINESS FOLLOW-UP 17/05/2007 – 15/01/2021
Results / Achievements:
• A new structure was created to generate the information previously generated in Access, changing to SQL, optimizing times
from 2 weeks to 2 days.
Applied technology: SQL, ACCESS, Crystal Report, Excel, Power Point,Python
 

MANAGER OF ELECTRONIC MEDIA OPERATIONS
Responsabilities:
➢ Supervise human resources, guaranteeing the correct application of daily processes.
➢ Analyze, design and develop processes for extracting Information from the DB of TDC to meet requirements through the use
of databases (SQL and ORACLE).
➢ Preparation of operational and managerial indicators.
➢ Project Management.

Results / Achievements:
• Process improvements: Increases in Credit Lines and upgrades that have made its operation more efficient.
• Reduction of 28,000 USD per month to the invoicing of secure purchase.
• Implementation of processes in the new version of vision 8.50.
• The semi-automation of regulatory reports for Banco de México and the visa and mastercard brands, through the use
of databases (SQL).
• Operative and managerial indicators were analyzed, designed and constructed that allow knowing and controlling the
operation of the electronic media management.
Applied technology: SQL, ACCESS, Crystal Report, Oracle, Vision Plus.

QA TESTER 15/03/2007 -- 15/05/2007
Responsabilities:
➢ Requirements analysis.
➢ Create and execute test cases.
➢ Provide feedback to the developers
➢ Control and management of evidences and status reports.
Results / Achievements:The test cycle for the projects: Valores, Autoplazo, SAAE, Cartas de Crédito, Afirmenet for the Afirme
bank.
Industry: Banking

QA TESTER 16/01/2006 -- 28/02/2007
Responsabilities:
➢ Requirements analysis.
➢ Create and execute test cases.
➢ Provide feedback to the developers
➢ Control and management of evidences and status reports.
Results / Achievements: The test cycle for the projects was built and released: Mercados Objetivos, token, autoestrene-venta
cruzada, remedy-faro for Banorte.

2000-2005 Bachelor of Computer Science at the Facultad de Ciencias Físico-Matemáticas of the
Universidad Autónoma de Nuevo León.