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* [Overview](#overview)
* [Portfolio](#portfolio)
* [Services](#services)

## About Me

I am a professional and technologist in Marketing with more than 5 years of experience in customer service, customer experience management, and Front and Back Office operations across financial, commercial, and digital environments.

I specialize in handling complex Peticiones, Quejas, Reclamos y Solicitudes (PQRSF), with a strong focus on timely resolution, service quality, and compliance with internal policies and Colombian regulations.

I have worked extensively in banking and financial services, supporting customer retention, debt collection, administrative and legal portfolio recovery, and multichannel service operations.

I am experienced in monitoring quality indicators such as CSAT, NPS, KPIs, and SLAs, and I am comfortable working with CRM platforms and operational control processes.

I also have experience in content moderation, risk analysis, and trust-and-safety style review, always ensuring strict adherence to policy and data protection standards.

My background combines empathy, negotiation, analytical thinking, and operational discipline, and I am focused on turning complex customer needs into efficient and high-quality solutions.

## Skills

### [Customer Service](https://jobicy.com/talent/customer-service.md)[Communication](https://jobicy.com/talent/communication.md)[CRM](https://jobicy.com/talent/crm.md)[Negotiation](https://jobicy.com/talent/negotiation.md)[Digital Marketing](https://jobicy.com/talent/digital-marketing.md)[Customer Experience](https://jobicy.com/talent/customer-experience.md)[Marketing](https://jobicy.com/talent/marketing.md)[Quality Assurance](https://jobicy.com/talent/quality-assurance.md)[Conflict Resolution](https://jobicy.com/talent/conflict-resolution.md)[Data Protection](https://jobicy.com/talent/data-protection.md)[Risk Analysis](https://jobicy.com/talent/risk-analysis.md)[Retention](https://jobicy.com/talent/retention.md)[Legal Compliance](https://jobicy.com/talent/legal-compliance.md)[SLA Management](https://jobicy.com/talent/sla-management.md)[Content Moderation](https://jobicy.com/talent/content-moderation.md)[NPS](https://jobicy.com/talent/nps.md)[CX](https://jobicy.com/talent/cx.md)[Debt Collection](https://jobicy.com/talent/debt-collection.md)[CSAT](https://jobicy.com/talent/csat.md)[Multichannel Support](https://jobicy.com/talent/multichannel-support.md)

## Experience

Asistente PQRSF (CX) y Back Office @ La Ascensión  Jun 2026 - Aug 2026 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.

Gestor sols financieras y jurídicas @ Promociones Beta - Filial Davivienda  Dec 2024 - Feb 2026 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.

Representante SAC VIP @ Banco comercio exterior de Col (Bancóldex)  May 2023 - Oct 2024 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.

Agente servicio al cliente @ Unicef Colombia  Jan 2023 - Apr 2023 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.

Asesor Cobranza Telefónico BTA @ Scotiabank Colpatria  Dec 2021 - Dec 2022 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.

## Education

Politécnico Grancolombiano  2014 - 2014  Professional, Marketing and Advertising

Professional degree in Marketing and Advertising.

Politécnico Grancolombiano  2013 - 2013  Technologist, Marketing and Advertising

Technologist degree in Marketing and Advertising.

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