CLAUDIA P.

Execute and oversee payroll settlements, ensuring accuracy and compliance with timelines, severance, and social security contributions. Control and verify employment contracts and employee documentation, ensuring adherence to current labor regulations. Manage payroll updates including entries, exits, leaves, and vacations. Handle employment contracts from creation to archiving and control. Generate reports and KPIs for process monitoring and decision-making. Ensure compliance with labor regulations. Conduct disciplinary processes. Coordinate recruitment and selection processes from attraction to integration of talent in alignment with organizational culture. Manage recruitment, onboarding, and payroll processes for personnel across multiple countries including Colombia, Peru, Honduras, Panama, El Salvador, Guatemala, and Costa Rica. Lead onboarding and induction processes to ensure effective employee integration. Train and execute induction for auditors in customer service best practices, regulatory compliance, and proper information handling. Promote workplace climate, well-being, and talent retention initiatives to foster a positive and productive work environment.

Lead the customer service team to ensure KPIs are met. Manage the enrollment and follow-up of new clients. Train staff on the use of operational tools and processes. Provide assistance and feedback to the team. Ensure proper execution of service processes.

Direct the quality strategy for PQR management, ensuring compliance with internal standards, regulations, and client requirements. Design and manage quality matrices to guarantee consistent evaluation criteria aligned with business objectives. Analyze indicators and create improvement plans. Coordinate meetings with operational and training areas. Prepare management reports and risk control.

Supervise a BackOffice team by managing productivity and performance. Train and support staff in processes and quality. Implement process and tool improvements based on metrics and feedback. Define and monitor schedules for calibrations, workshops, and audits, ensuring consistency and compliance. Coordinate actions with involved areas to ensure effective communication and follow-up on commitments. Manage access, permissions, and users for team tools. Prepare and present reports to management, clients, and internal areas, substantiating findings and improvement plans. Support staff during operations, reinforcing knowledge and ensuring proper application of learning. Monitor and report staff payroll updates.

Coordinate customer service operations through digital channels, ensuring adherence to service, quality, and productivity indicators. Supervise teams of 25 advisors to meet service level requirements. Monitor performance indicators such as service level, average response time, productivity, quality, and customer satisfaction. Manage workload distribution to ensure timely attention to requests and inquiries. Implement continuous improvement actions aimed at enhancing customer experience and operational efficiency. Conduct performance follow-ups through feedback sessions and individual support. Coordinate training and induction processes for new employees to enhance knowledge of products, services, and procedures. Participate in process improvement projects focused on optimizing customer experience and operational productivity. Manage shift scheduling, attendance control, administrative updates, and performance follow-up of the staff under supervision. Strengthen workplace climate and commitment through motivation, recognition, and development strategies.

Manage client requests, inquiries, and consultations, ensuring timely and quality service. Provide comprehensive advice on products, services, billing, procedures, and administrative processes. Oversee documentary processes and information validation for effective request management. Coordinate logistical and administrative activities related to customer service operations. Support administrative controls, documentation management, and follow-up on internal requests.