Bogota, D.C., Capital District, Colombia
Responsible for verifying accurate invoice creation, uploading them into the database, and reviewing supporting documentation. Managed disputes to ensure correct and timely payments, contributing to compliance with financial processes and operational efficiency. Additionally, collaborated on projects aimed at reducing payment waiting times, optimizing workflows and enhancing both internal and external customer experience.
Responsible for auditing internal and external calls to ensure quality standards, providing constructive feedback to teams. Actively participated in client calibrations and group meetings to share updates. Supported the implementation of process and touchpoint improvements, contributing to enhanced customer experience and operational efficiency.
Delivered technical assistance to merchants by configuring payment terminals, setting up equipment, and resolving online payment page issues. Achieved consistent customer satisfaction by ensuring timely resolutions and fostering clear, effective communication, contributing to improved service reliability and merchant retention.
Training for new hires in different LOBs for the campaign. Create and implement training materials. Support for new associates during their interactions. Set up equipment and classroom displays to support lesson delivery.