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Roberto
Quality Analyst and Operations Specialist with 10+ years in Customer Service and Financial Management
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Competencies
Extensive experience in client interaction, resolving issues, and maintaining high service standards.
Proficient in evaluating calls, monitoring indicators, and ensuring quality compliance across campaigns.
Skilled in creating delivery routes and managing dispatch operations to optimize delivery efficiency.
Experienced in managing cash, securities, and ensuring transaction accuracy within banking operations.
Capable of managing customer data, tracking requests, and supporting sales through CRM systems.
Education
Languages
Summary
Roberto is a versatile professional with over 10 years in customer service, quality analysis, logistics, and banking operations. Proven ability to enhance service quality, manage financial transactions, and optimize operational workflows.
Key Achievements
- Optimized product quality control processes, reducing defects and improving customer satisfaction.
- Managed logistics and delivery routes, ensuring timely and accurate dispatches for increased efficiency.
- Promoted from sales to quality analysis roles, demonstrating adaptability and professional growth.
- Supervised cash and securities at a major bank, maintaining compliance and security standards.
- Managed customer complaints and billing adjustments, enhancing client retention and service quality.
Experience
Analista de calidad y Despachador
Observando y dando el visto bueno si estaba bien o mal el producto final. Despachando los productos y creando la ruta de entrega. Llevando un control en sistema de la producción y del despacho.
Asesor Comercial / Analista de Calidad
Inicio en campaña de ventas Claro Hogar Colombia. Promovido al área de Calidad y Formación como Analista de Calidad en la campaña WOM Chile. Realizando evaluación de llamadas, seguimiento de indicadores y mejora de procesos.
Asesor Comercial Senior
Asesor comercial Business para WOM Chile. Gestionando ventas de servicios móviles para empresas y clientes particulares.
Analista y BackOffice
Gestión y seguimiento de PQRS para la campaña WOM Colombia. Ajustes de facturación y activación de beneficios de fidelización.
Jefe de Operaciones y Bóveda Bancaria
Custodiar, controlar y administrar el efectivo y valores dentro de la entidad bancaria. Garantizando la seguridad y exactitud en los movimientos del dinero. Manejo de efectivo y arqueos de cajas y bóveda. Control contable, seguridad bancaria, liderazgo y supervisión.
Quality Analyst & Dispatcher
Worked as a quality analyst on the production line, observing and approving whether the final product was good or bad. Dispatching the products and creating the delivery route for them. Keeping control of production and dispatch in the system
Sales Consultant / Quality Analyst
Started in the Claro Hogar Colombia sales campaign. Promoted to the Quality and Training area as a Quality Analyst in the WOM Chile campaign. Performed call evaluations, monitoring indicators, and improving processes
Senior Commercial Advisor
Business sales consultant for WOM Chile. Managing sales of mobile services for companies and individual customers
Analyst and BackOffice
Management and monitoring of complaints, claims, and requests (PQRS) for the WOM Colombia campaign. Billing adjustments and activation of loyalty benefits
Head of Operations and Bank Vault
Responsible for safeguarding, controlling, and managing cash and securities within the bank. Ensured the security and accuracy of money movements and compliance with financial regulations. Cash handling and reconciliation of tills and vaults, accounting controls, bank security, leadership and supervision