Xiomarly Henríquez
Customer Operations & Compliance Specialist @MAJORITY
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WORK HISTORY
Customer Operations & Compliance Specialist @MAJORITY
Miami, US
Own and drive quality assurance strategy for customer operations, establishing audit frameworks and performance standards to ensure high-quality, compliant customer interactions- Lead end-to-end handling of regulatory complaints (CFPB, OCC), including investigation, evidence gathering, and cross-functional response coordination- Design and implement escalation frameworks for high-risk scenarios, improving consistency and reducing operational friction- Partner with Risk, Compliance, Product, and Customer Support teams to align processes with regulatory requirements and operational goals- Leverage data and reporting tools (Looker, Intercom) to identify performance trends and drive data-informed improvements- Build and deliver training programs, QA calibrations, and operational guidelines to improve team performance and consistency- Develop scalable processes, documentation, and internal tools to support operational growth and compliance readiness- Support complaint tracking systems and reporting structures, improving visibility, accountability, and response timelines
EDUCATION
Universidad Central de Venezuela
Licenciada en Bioanálisis (Medical Laboratory Scientist), Investigación en laboratorio médico/clínico y profesiones afines
Quik S.A.S Colombia
Diplomado: Verificación y Validación de Métodos, Tecnología/Técnico de control de calidad
Sociedad Venezolana de Bioanalistas Especialistas
Diploma in Systems Quality Management in the Clinical Laboratory, Control de Calidad
SEDA College
General English Course, Ingles
SKILLS
ABOUT XIOMARLY HENRÍQUEZ
I’m a Compliance & Risk Operations Specialist with experience driving regulatory processes, operational controls, and customer-facing compliance workflows within fintech environments.I focus on designing and optimizing processes across disputes (Reg E), regulatory complaint handling (FDIC, OCC, escalation frameworks, QA audits, and documentation governance, ensuring both compliance and operational efficiency.I partner cross-functionally with Risk, Product, and Customer Support to improve response quality, strengthen controls, and scale operations. My work has supported the implementation of QA frameworks, complaint tracking systems, and process improvements that enhance regulatory readiness and customer experience.With a foundation in Medical Laboratory Science, I bring a strong analytical mindset, precision, and a structured approach to problem-solving and risk mitigation.Currently seeking remote opportunities in Compliance Operations, Risk, or Regulatory Support where I can contribute to building scalable, compliant, and customer-centric operations.
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