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Brandon Dario Castillo Rojas

Guatemala City, Guatemala, Guatemala

Compliance Analyst with 4+ years in customer support & financial regulation

  • Consistently achieved QA scores above 90% while ensuring adherence in compliance-sensitive financial operations at TELUS International.
  • Recognized as Floor Support for real-time assistance and issue resolution across diverse business lines.
  • Provided high-volume, quality customer support via chat and email, maintaining response times and satisfaction metrics.
Customer Support
Expert
Proficient in multi-channel support including chat, email, and call handling, ensuring high-quality service delivery.
Compliance & Regulation
Advanced
Analyzed customer data and transactions to ensure adherence to international financial compliance standards.
Quality Assurance
Advanced
Monitored and maintained high QA scores, supporting quality improvement initiatives.
Risk & Fraud Detection
Intermediate
Identified fraud patterns and escalated risk cases following strict compliance protocols.
Real-Time Support
Intermediate
Provided immediate assistance across multiple lines of business to ensure smooth operations.
See Full Skillset on CazVid
Jun 2024 - Jan 2026
Compliance Analyst / Customer Support
TELUS International – Western Union Account
Achieved QA scores consistently above 90% and adherence above 90% in compliance-sensitive operations., Analyzed customer transactions and sensitive data to ensure compliance with international financial regulations., Identified fraud patterns and escalated risk cases following strict compliance...
Dec 2023 - Jun 2024
Customer Service Representative (Chat & Email)
ATENTO
Provided written customer support in high-volume environments while maintaining strong QA performance., Met response-time, productivity, and brand communication standards consistently.
March 2022 - Dec 2023
Customer Service Representative Specialist
INTOUCHCX- Home Advisor Account
Delivered high-volume customer support for U.S. -based client via calls and service coordination channels., Resolved complex issues, improving customer satisfaction and retention while meeting SLA targets.
View Complete Work History
🎓
Mariano Galvez University of Guatemala
Bachelor’s degree
Completed present
🎓
Verbo Los Alamos
Bachelor’s
Completed 2020
See Education & Certifications
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