Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Timeline
Generic
Brenda Yesenia Cervantes Rivera

Brenda Yesenia Cervantes Rivera

CDMX

Summary

Adept at driving process improvements and strategic planning, I excelled at Banco Nacional De México by enhancing customer relations and implementing quality assurance measures. My expertise in data analytics and teamwork led to significant operational efficiencies. Achievements include surpassing sales goals and fostering cross-functional collaboration, showcasing my problem-solving and multitasking skills.

Overview

6
6
years of professional experience

Work History

Especialista En Apoyo De Operaciones

Banco Nacional De México (BANAMEX)
06.2023 - 04.2024
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked effectively in fast-paced environments.
  • Procesamiento de documentos en tiempo y forma de productos como: PYME, Banca electrónica, créditos personales y de nómina, entre otros.
  • Captura, digitalizacion, etiquetado y procesamiento de datos de acuerdo a las necesidades de la operación.
  • Adaptabilidad constante a las áreas que la operación requería.

Asesor Comercial De Ventas

Paz Mental
01.2022 - 09.2022
  • Built relationships with customers to encourage repeat business.
  • Solved customer challenges by offering relevant products and services.
  • Generated new sales leads to achieve and exceed monthly sales goals.
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.
  • Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.

Supervisor of Operations

CMG (Collection Management Group)
03.2018 - 04.2021
  • Developed and implemented customer service policies and procedures.
  • Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
  • Developed process controls and metrics for daily management of call center.
  • Enhanced team performance with consistent coaching, feedback, and development opportunities.
  • Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
  • Computerized office activities, maintained customer communications, and tracked records through delivery.
  • Completed forms and reports to facilitate admission, transfer or discharge.

Analista De Cuentas Por Cobrar.

IPF Digital (Creditea México)
04.2020 - 12.2020
  • Identified and resolved problems through root cause analysis and research.
  • Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Assisted in training new hires, sharing best practices and ensuring their seamless integration into the team.
  • Managed high call volume, maintaining a professional demeanor and ensuring accurate information was relayed to customers.

Education

BBA -

Universidad Utel
05.2001 -

Skills

    Customer Relations

    Quality Assurance

    Root Cause Analysis

    Expert Problem Solving

    Process Improvement

    Strategic Planning

    Data Analytics

    Goal-Oriented

    Negotiation

    Policy Enforcement

    Teamwork and Collaboration

    Multitasking

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 15 hasta 35 staff members.

Software

Excel

Carpeta básica Microsoft

KPY´S

Timeline

Especialista En Apoyo De Operaciones

Banco Nacional De México (BANAMEX)
06.2023 - 04.2024

Asesor Comercial De Ventas

Paz Mental
01.2022 - 09.2022

Analista De Cuentas Por Cobrar.

IPF Digital (Creditea México)
04.2020 - 12.2020

Supervisor of Operations

CMG (Collection Management Group)
03.2018 - 04.2021

BBA -

Universidad Utel
05.2001 -

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Brenda Yesenia Cervantes Rivera