Paola Novella

Incoming calls and customer development
Technical support
Billing processes

Training for Mastercard's Smart Data tool
Training for Santander and HSBC banks
Training for companies
Training for cardholders
Creating an ERP using the Smart Data tool
Bank-to-ERP connectivity
Global and regional connectivity

Advisor for sales and development of Citibanamex corporate cards
Sales of corporate cards for global, regional, and local companies
Invoicing development for corporate card implementation
Advice on corporate card implementation and Smart Data training

• Conducted regular account reviews with clients to assess performance, identify areas for improvement, and strategize future growth opportunities.
• Analyzed sales and customer data to identify trends and opportunities for increased profitability.
• Analyzed market trends, identifying opportunities for expanding product offerings within key accounts.
• Strengthened client relationships through regular communication and effective problemsolving.

Responsible for giving attention and service to all requests and requests of the portfolio

Responsible also meet the requests of executives

Developed comprehensive process documentation for various procedures within the department, fostering consistency across team operations.

Reduced customer complaints by proactively identifying potential problems and implementing corrective actions.

Identified trends in customer inquiries, providing insights to improve products or services accordingly.

Increased first-call resolution rates by creating an extensive knowledge base for quick reference during interactions with customers.

Conducted thorough root cause analyses for recurring issues, implementing preventive measures to minimize future occurrences.

Improved overall team morale through open communication channels and fostering a supportive work environment.

Responsible for giving attention and service to clients initially to personal cardholders and subsequently to corporate cardholders

I obtained several awards for achieving quality in my calls

Participate in the implementation and testing of the monitoring system for corporate customer service executives

Participated in the project for reporting expenses for corporate cardholders through the online platform

Participate in a global standardization project for cancellation codes