J***********o
Información del candidato
I am an enthusiastic, self-motivated, reliable, responsible and hard-working person. I am a mature team worker and adaptable to all challenging situations. I am able to work well both in a team environment as well as using my own initiative. I am able to work well under pressure and adhere to strict deadlines.
Coming from a BPO services background, dealing with customer service in financial institutions and telecommunications companies, structuring and documentation of processes contemplating the different
regulations, both local and global.
– Full project management from start to finish
– Implemented a successful resolution area for ten countries (EN/SP)
– More than 15 proven years of experience in customer service
Educación
Experiencia laboral
Coordinated Middle Office, Back Office, and retention services for clients across Latin America and the Caribbean. Designed data-driven strategies to reduce customer churn, achieving a 20% improvement in customer loyalty. Oversaw quality assurance in contact center processes, ensuring compliance with local and global regulations. Collaborated with cross-functional teams to deliver agile and efficient solutions.
Led the creation and implementation of the Middle Office team in various regions (Chile, Mexico, Peru, among others). Increased customer satisfaction by 30% through the implementation of a feedback system. Designed and implemented procedures ensuring compliance with regulatory standards. Identified opportunities for process automation, reducing operational times by 25%.
