Alex Vila Queralt

Lead a rapidly growing Fraud & Compromise Operations program supporting Meta's AI-driven Account Integrity initiatives. Manage day-to-day operations across multiple fraud investigation workstreams while acting as the primary operational interface between Meta stakeholders and internal leadership to drive delivery, quality, and continuous operational improvement. Key responsibilities include leading a team of investigators, recruitment and hiring, onboarding, certification, coaching, stakeholder management, operational governance, escalation management, reporting, Root Cause Analysis (RCA), and fraud investigations focused on Account Takeovers (ATOs) and compromised accounts. Key achievements: • Scaled the investigation team from 11 to 21 analysts within one year, with expansion approved to 31 analysts. • Expanded operational coverage from 2 to 6 investigation workstreams, supporting significant program growth. • Designed and implemented onboarding, certification, reporting, escalation, and Performance Improvement Plan (PIP) frameworks to improve operational consistency and scalability. • Proposed and secured stakeholder approval for the creation of a dedicated Quality function, leading its implementation to strengthen quality governance across the program. • Prepare Monthly Business Reviews (MBRs) covering operational performance, quality trends, strategic initiatives, risks, and program milestones for senior leadership. • Conduct complex fraud investigations, Root Cause Analyses (RCAs) and detection gap assessments to improve Account Takeover detection and account integrity. • Maintained consistently high operational and quality performance while supporting rapid organizational growth and increasing program complexity.

Led investigations into suspicious activities and potential fraud cases, ensuring compliance with internal policies and global regulatory standards. Optimized fraud detection workflows in collaboration with key stakeholders, achieving a 15% reduction in review times. Reviewed operational performance with BPO partners, identifying key blockers and implementing data-driven solutions to improve efficiency. Pioneered the Strategy Evaluation Quality Lead role for the Spanish and LATAM markets, shaping the team structure and defining core responsibilities. Trained and mentored new team members, fostering strong communication channels and building productive relationships with cross-functional stakeholders. Served as the primary point of contact for escalations, ensuring timely resolution of complex operational and compliance issues. Achieved a significant quality improvement in BPO operations, driving performance from 83% to 94% within the first 3 months.

Monitoring and coordinating different tasks/projects such as KPI, Forecast, Metrics, Escalation, Presentation, Internal projects, Investigations, etc. Conduct calibration sessions with our client and departments from different countries involved in the project to recognize potential issues, provide solutions and make sure all the departments involved were aligned. Managing a team of 10 junior analysts, assigning tasks, motivating them to grow and improve their performance to meet KPI expectations. Participating in solving internal and external conflicts. Providing training to less experience employees on how to implement work habits, software, Direct reporting to senior management and active participating in interview procedures to hire new employees. Achievements: Reached the best quality accuracy rate in a team of 70 employees by helping the team to specialize in different projects.

As a member of the quality team, I was managing the quality for specific projects extracting and identifying raw data from our internal database. Led investigations into compliance discrepancies, reducing error disputes by 20%. Conducted root cause analysis and trained team members, aligning performance with operational goals. Managed multiple projects to eliminate backlogs, achieving a 98% SLA adherence rate Organizing and updating data from employees for internal reporting. Creating and following up on internal reports for management to give us a scope of the performance for each project and agent to evaluate what action/plan should be implemented accordingly. Supporting and guiding agents’ trough their project from start to end. (Project life cycle) Point of Contact for deep investigations related to Financial/Compliance Analyst projects where agents could not find any information related to specific individuals or companies and providing feedback. Working and liaising with Team Leads, Managers, external outsources (abroad) and Client sharing insights, identifying gaps and trends, suggesting solutions and presenting process improvement proposals while keeping good relationship contacts. Testing and assisting new projects by creating guidelines and procedures along with training sessions and monitoring KPIs.

Reviewing policies and procedures, regulatory compliance training for compliance with applicable laws and regulations including Office of Foreign Assets Control (OFAC), Her Majesty Treasury (HMT), Suspicious Activity Reporting (SAR) and Know Your Customer (KYC). I had to interpret evidence from multiple tools and systems to determine legitimacy of customer behavior across multiple products, solve day to day problems, through precedent and referral to general guidelines while maintaining accurate and high-quality records of completed investigations that included: DD, PEP, KYC, AML, financial crime prevention, charities and companies. Provided mentoring and support to colleagues, operating under ambiguity in a high pressure, constantly changing environment. After learning all the procedures, company policies, working in all the projects and having the best quality accuracy rate of a team of 70 people for almost a year the company promoted me to Quality assurance specialist managing the quality of the whole team with another 4 colleges.

Managed a portfolio of key B2B clients, driving revenue growth through strategic account management. Developed and executed sales strategies, increasing client engagement and retention. Negotiated contracts and payment terms, successfully reducing overdue balances and improving cash flow. Conducted sales forecasting and market analysis, identifying new revenue opportunities. Collaborated with internal teams to streamline order fulfillment and enhance customer experience.

Service advising with resolution tasks of administrative procedures, advising and managing customers with their bank accounts and bank services. Opening new accounts and establishing good relationships with new and existing customers.