Hernán Cervantes Sanabria

Hernán Cervantes Sanabria has extensive experience in digital risk management and workforce operations, currently serving as Supervisor of Digital Risk Management Operations at Western Union since September 2016. Key achievements include leading the migration of DRT reports to a Power BI database and optimizing KPIs. Prior roles at Western Union encompassed Sr. Specialist in Workforce, focusing on real-time monitoring of SLAs, scheduling, and performance analysis, as well as Specialist and Analyst positions in Digital Risk Management, where responsibilities included process evaluation and transaction fraud investigations. Before Western Union, Hernán worked at Amazon as a Customer Service Team Lead and Customer Service Representative, emphasizing team performance and customer satisfaction. Hernán holds a Bachelor's and Licentiate degree in Business Administration and Management from Universidad de Costa Rica.