Gabriella Quilichini Márquez

ICR 2 address customer needs which may include complex benefit questions, resolving issues, and educating members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are typically focus on interpretation of area/department policy and methods for completing assignments. Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction. Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion.

• Constantly met company's call quality standards and sales objectives through experienced client engagement and identification of customer's needs
• Consistently maintained top tier positions at sales representatives ranking list
• Frequent recipient of individual and team recognitions for performance.

• Provided customer service for BPPR individual and commercial account holders
• Inform clients of balances, process request for debit and credit cards, account service fees, and generate claims
• Developed expertise on information management systems over commercial customer accounts
• Serviced approximately 160 daily calls from clients
• Constantly received 100% customer satisfaction evaluations plus continuous recognition for employee with the most closed product and service referrals.

• Responsible for all logistics operations, which included, but were not limited to: purchasing functions, maintaining shipment logs, communicating deadlines to the Production Departments, keeping schedules and appointments for entire office staff
• Also processed accounts payables and payroll time sheets, invoicing, & weekly reports
• Also performed daily clerical functions like: phones, typing, filing, correspondence, and customer service.