Ana Duarte Email & Phone Number

Canada

Canada

Toronto, Canada Area

- Monitored the on boarding process for new teams and products by using various monitoring systems (VERINT, AVAYA) to identify risk and gaps in processes - Participated in the UAT (User Acceptance Test) for improvements of IVR, CRM, Verint- Monitored customer-agent calls to assure compliance with Customer Service, Regulatory Standards and correct use of templates, processes and controls - Documented escalations and followed up with the appropriate team to facilitate the resolution… Show more - Monitored the on boarding process for new teams and products by using various monitoring systems (VERINT, AVAYA) to identify risk and gaps in processes - Participated in the UAT (User Acceptance Test) for improvements of IVR, CRM, Verint- Monitored customer-agent calls to assure compliance with Customer Service, Regulatory Standards and correct use of templates, processes and controls - Documented escalations and followed up with the appropriate team to facilitate the resolution of issues- Attended to Calibration meetings and prepared and distributed minutes along with Action Items status reports- Supported the implementation of policies and procedures based on customer surveys’ results within the call centre Show less

Toronto, Canada Area

- Increased / Maintained the customer base of the company by selling /cross selling new products and services - Assisted with the introduction of new products and services- Participated in the focus groups for identify opportunities for improvement

Toronto, Canada Area

- Enrolled new customers and upgrade products and services to existing customers- Solved problems with billing and new installations - Assisted with call centre technology improvements - IVR

Toronto Y Alrededores, Canadá

- Maintained client accounts by updating plans/services for customers on the CRM system- Performed quality control on invoices sent by technicians to ensure accurate and timely completion of all necessary documentation to meet the billing and payment processes’ policies and procedures- Assisted in the billing processes for customers such as Boston Pizza, Swiss Chalet and Target

Bogotá D.C. Area, Colombia

-Participated in the business processes improvement by generating reports and analyzing data from different systems to keep track of Key Performance Indicators (KPIs) in a timely and accurate manner for senior management -Point of contact with IT to create systems / apps users for new employees-Participated in quality assurance tests by evaluating information related to billing process on the systems

Bogota Colombia

- Identified opportunities for improving cycles times in the billing process- Supported the customer experience in branch by delivering an exceptional customers service within the KPIs targets- Applied surveys via telephone and face to face. Designed online surveys and gather results for further analysis

Bogota Colombia

-Managed the scheduling system for the medical team -Assisted customers with new processes and documentation required-Updated customer information in the company's database-Supported the implementation of a Quality Standard -ISO 9000

Bogota Colombia

-Supported credit card VISA marketing programs by following up on credit card applications-Resolved inquires, complaints, status of applications -Reviewed weekly system reports to follow up on product delivery-Maintained the credit card VISA Department’s databases

Bachelor'S Degree, Economics

Research about the impact of politics on Socio-Economic variables in Colombia.

Banking And Financial Support Services, Sales And Customer Service In Banking

Banking And Financial Support Services, Anti-Money Laundering & Terrorist Financing For Securities Professionals

Banking And Financial Support Services, Oslt- Occupation Specific Language Training