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Yennifer
Monitoring Officer – Call Center
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Experience
Monitoring Officer – Call Center
Evaluated 30+ technical and customer service interactions per week against strict quality metrics, ensuring accurate issue identification and swift resolution paths.. Investigated process bottlenecks and service inconsistencies, collaborating with department managers to provide structured, actionable coaching plans.. Authored clear documentation of service incidents and troubleshooting steps, reducing evaluation discrepancies by 20%.. Maintained weekly KPI tracking dashboards in Microsoft Excel to monitor team performance trends and SLA compliance.
Sales Representative – External Banking Channel
Managed high-volume customer inquiries and technical product onboarding, delivering tailored solutions and maintaining clear documentation within CRM platforms.. Ensured total adherence to strict data privacy policies, regulatory guidelines, and corporate compliance standards during all client engagements.
Sales Representative – Banking Services
Provided continuous support and consultative client service for high volumes of retail accounts, diagnosing client needs and coordinating technical resolutions across internal teams.. Maintained accurate, audited digital records in complex banking CRM systems under strict security and data integrity protocols.