Franco - Customer Service & Quality Analyst with 4+ years in B2B & Fintech

Utilized CRM systems to verify, document, and manage customer and client data accurately across roles.

Performed QA evaluations and developed reports to monitor performance and ensure compliance standards.

Maintained high-quality records, verified information, and provided feedback for process improvement.

Delivered bilingual support, coordinated services, and communicated effectively with diverse stakeholders.

Facilitated meetings, improved documentation workflows, and supported operational performance enhancements.

Verified and documented customer information for scheduled cleaning services across the U.S., Confirmed appointment details, service expectations, and business owner availability., Maintained high accuracy in CRM notes and communicated inconsistencies to supervisors.

Evaluated 5–8 cases per hour ensuring accuracy, compliance, and call quality standards., Provided coaching and feedback to improve operational performance., Facilitated meetings and improved documentation workflows., Prepared reports supporting performance monitoring and quality reviews.

Verified client financial information and documented qualification details., Ensured accurate data entry and maintained detailed CRM notes., Strengthened communication and eligibility verification skills.

Delivered bilingual customer support in a fintech campaign., Promoted to Quality Analyst due to strong analytical and documentation skills., Conducted QA evaluations, performance reports, and coaching sessions., Developed expertise in critical thinking, data review, and accuracy auditing.