Customer Experience (CX) and PQRSF Analyst

Responsible for the integral management, traceability, and resolution of user requests across Front and Back Office channels, ensuring compliance with service levels and current regulations.

I handled complex digital and back-office cases, documenting each interaction and maintaining operational control through CRM tools.

I also monitored customer satisfaction indicators and response-time targets, while validating technical and legal documentation to support retention and reduce operational risk.

Responsible for Front and Back Office operations related to complex PQRSF handling, collections, and portfolio normalization in administrative and judicial stages.

I led multichannel case analysis and resolution through chat and email, ensuring timely responses aligned with customer experience strategy.

I also executed negotiation and recovery actions, coordinated with legal teams, and applied financial and consumer-protection regulations to reduce risk and support effective payment agreements.

Responsible for specialized customer service, multichannel operational support, and quality assurance for high-priority business clients.

I managed VIP and microenterprise customer requests through calls, chat, social media, virtual platforms, and inclusive service channels.

I also provided technical guidance on business credit lines, designed service scripts and response protocols, and supported front-office operations in partnership with the Cámara de Comercio de Bogotá.

Responsible for strategic communication, direct user support, and loyalty and acquisition campaigns supporting programs focused on child and adolescent protection.

I provided sensitive customer service to users and donors, maintaining ethical handling of information and alignment with institutional communication standards.

I also met daily productivity goals and operational KPIs while supporting retention and engagement initiatives.

Responsible for customer support, strategic negotiation, and normalization of financial obligations for portfolio recovery, with back-office support and banking quality standards.

I executed collection, conciliation, and payment agreement strategies, while validating documentation and tracking cases in CRM systems.

I consistently exceeded recovery and quality targets, applying financial consumer protection policies and regulatory requirements.

Professional degree in Marketing and Advertising.

Technologist degree in Marketing and Advertising.