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Franco
Customer Service & Quality Analyst with 4+ years in B2B & Fintech
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Competencies
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.
Education
Languages
Summary
Experienced in client data management, quality assurance, and bilingual support with a strong background in process improvement and communication.
Key Achievements
- Verified and documented customer and client information across sales and credit roles.
- Conducted quality assurance evaluations and facilitated improvements in workflows.
- Progressed from Customer Service Representative to Quality Analyst, demonstrating skill development in analytical review and coaching.
Experience
Sales Development Representative
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.
Quality Control Analyst
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.
Sales Representative
Verified client financial information and documented qualification details., Ensured accurate data entry and maintained detailed CRM notes., Strengthened communication and eligibility verification skills.
Customer Service Representative → Quality Analyst
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.