Carlos Alberto Romano Genis
Summary
Proven track record in enhancing customer service quality and operational efficiency at Citi Mexico, showcasing keen attention to detail and multitasking ability. Expert in identifying financial discrepancies and improving service delivery, leading to a significant increase in customer satisfaction. Experienced individual providing high-quality administrative support to various departments. Highly organized and detail-oriented with great multitasking and task prioritization skills.
Overview
3
3
years of professional experience
Work History
Operations Support Associate
Citi Mexico
05.2024 - Current
- Monitored employee and customer interactions to assess quality of service.
- Identified threats, vulnerabilities and suspicious behavior patterns to recommend mitigation measures.
- Reviewed financial documents, pointing out and correcting financial errors.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Prevented and minimized processing errors by analyzing trends and implementing feedback from managers.
- Adhered to AML requirements, audit procedures, and other regulated banking activity.
Customer Service Representative
Sinergia Medica
09.2023 - 05.2024
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Evaluated current document processes, suggested methods for change and implemented successful improvements.
Customer Service Representative
Teleperformance
10.2021 - 12.2022
- Logged call information and solutions provided into internal database.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved accounting, service and delivery concerns.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Bachelor of Science - Criminology
Universidad Mexiquense Del Bicentenario
Estado De Mexico02-2022
High School Diploma -
CETIS 42
Mexico City09.2017
Skills
- Cross-functional communication
- Keen attention to detail
- Know your customer
- Multitasking ability
Languages
English
Upper intermediate (B2)
Timeline
Operations Support Associate
Citi Mexico
05.2024 - Current
Customer Service Representative
Sinergia Medica
09.2023 - 05.2024
Customer Service Representative
Teleperformance
10.2021 - 12.2022
High School Diploma -
CETIS 42
Bachelor of Science - Criminology
Universidad Mexiquense Del Bicentenario
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