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Customer Service & Exam Monitoring Specialist with 5+ years in EdTech and Banking
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Competencies
Ensured exam integrity and adherence to protocols during virtual assessments across diverse platforms.
Provided technical and customer service across banking and tech sectors, resolving issues and supporting sales.
Utilized HTML, CRM, and communication tools to provide technical support for websites and banking platforms.
Managed and verified fraud alerts, reducing fraudulent activities through proactive monitoring.
Demonstrated strong communication, conflict resolution, and interpersonal skills in high-pressure environments.
Education
Languages
Summary
Dedicated professional with extensive experience in exam monitoring, customer service, and technical support across EdTech, banking, and telecom sectors. Proven ability to ensure compliance, resolve issues efficiently, and maintain high client satisfaction.
Key Achievements
- Promoted three times in HCL Guatemala, demonstrating role progression through increasing responsibilities.
- Maintained a 98% exam compliance rate by overseeing virtual exam processes and addressing misconduct promptly.
- Played a key role in reducing fraud incidents at BBVA Bank by monitoring transactions and implementing preventive measures.
Experience
Exam Proctor
Successfully monitor up to 15 examinees simultaneously during virtual examinations, ensuring adherence to exam protocols and maintaining exam integrity., Identified and addressed instances of misconduct, revoking exams when necessary to uphold company standards., Achieved a 98% compliance rate...
Greeter
Welcomed examinees to the platform, ensuring a smooth start to the examination process by clearly communicating exam rules and procedures., Verified that no unauthorized items were present at examinees' desks before the exam began, maintaining compliance with exam regulations., Played a...
Customer Service and Technical Support
Assisted customers in scheduling exam appointments, providing clear guidance and ensuring a seamless booking process., Created and managed cases for customer issues, offering timely follow-up and resolution to maintain high customer satisfaction., Provided technical support for the...
Customer Service, BBVA Bank
Monitored and verified fraud alerts for debit card transactions, contacting clients to confirm the legitimacy of flagged activities., Processed detailed reports on fraudulent transactions, ensuring accurate documentation and timely follow-up., Conducted fraud checks and implemented preventive...
Customer Service, T-Mobile
Provided customer service for post-pay phone services, addressing billing inquiries, resolving technical issues, and ensuring a positive customer experience., Played a key role in customer retention by effectively handling concerns and offering tailored solutions., Supported sales efforts by...