Sofía Castro Email & Phone Number

San Jose, Costa Rica

- Inspection and review of daily production of Insurance Management(IM) Team (almost 500 cases and leads per month), ensuring standards are met.-Review, update, and improvement of SOPs in coordination with Training Team and Leadership.- Design, maintain and update of QA service level reports and dashboards, considering client´s requirements are met.- Collaboration with Training and Leadership to ensure process´ improvement. - Identification, documentation, analysis and… Show more - Inspection and review of daily production of Insurance Management(IM) Team (almost 500 cases and leads per month), ensuring standards are met.-Review, update, and improvement of SOPs in coordination with Training Team and Leadership.- Design, maintain and update of QA service level reports and dashboards, considering client´s requirements are met.- Collaboration with Training and Leadership to ensure process´ improvement. - Identification, documentation, analysis and report of major failure trends to leadership, seeking escalation to management to prioritize customer´s satisfaction.- Top performer and SME, allowing me to be selected as the TC back up for the QA Team. Show less

- Managing the evaluation of 1400 cases and leads per month, for theInsurance Management Team.- Encourage and guidance on the development of special projects to improve Team Member´s engagement with QA Team and SOPs.- Proactive improvement and standardization of internal QA processes.- Planning and launch of project to expand QA for new processes.

- Top performer and SME, which allowed me to be the first QualityAssurance Analyst on the IM Team.- Resolution of cases to resolve US customer´s concern regardinginsurance coverage of their invisible aligner treatment. Documentcreation based on sensitive information, used to claim reimbursementbenefits.- Resolution of leads to determine patient´s insurance coverage.

Costa Rica

- Position includes KYC -Know Your Customer- training and expertise.- Assuring bank’s clients information complies with information gathered during an investigation regarding client’s financial activity, personal information, business information, government rules and regulation according to each type of business and/or client type.- Highly analytical and detailed tasks, handling confidential and sensitive information.

Costa Rica

- Online transaction analysis to detect fraudulent and suspicious activity.- Interaction with customers over the phone – inbound and outbound.- Analysis of transactions variables and customer interaction to determine the approval or denial of the transaction based on risk analysis.- Access to sensitive information (personal and financial).- Customer service skills.- Top performer.

San Jose, Costa Rica

- Offering educational programs that meet the interest of qualified customers from the US who are considering continuing their education.- Outbound service.

Costa Rica

- Providing customer service over the phone to US members of Experian Consumer Direct.- Access to customer´s personal credit reports and scores.- Managing financial and personal information.- General knowledge on US credit system.

Costa Rica

- Customer service over the phone to US and Canadian PayPal customers.- Managing financial and personal information.- Top performer.

Licensed Degree With Honorary Mention, Nutrition

Bachelor'S Degree, Nutrition