flavia B.

Monitored and evaluated customer support to ensure compliance with standards. Analyzed KPIs, performance metrics, and NPS to assess efficiency and client satisfaction. Maintained quality standards and SLAs to guarantee service levels. Conducted operational process audits and identified deviations. Created reports and dashboards for tracking key indicators. Implemented continuous improvement plans to enhance processes and operational efficiency. Supervised and coordinated external providers (BPO). Provided coaching, feedback, and quality calibration to operational teams. Collaborated across departments to improve processes and customer experience. Monitored suspicious transactions and analyzed security alerts in Fraud Prevention and Operational Risk. Investigated incidents to identify causes of losses or breaches. Recognized fraud patterns in operations. Established preventive controls and blocked suspicious access (phishing, spoofing). Managed risk analysis and fraud prevention efforts. Coordinated card distribution and logistics, overseeing client card delivery and managing shipment tracking. Communicated with clients to update them on status and coordinate deliveries. Handled tickets submitted via web channels in Customer Service. Addressed complaints, inquiries, and requests, documenting and tracking cases in CRM. Responded to incoming client calls in the Call Center, managing complaints, inquiries, and requests while resolving issues.