Customer Experience Representative

Serve as the primary contact for institutional and private clients, handling inquiries about products, availability, pricing, and delivery timelines through email, phone, and in-person interactions.

Manage client requests from quotes and orders through delivery, inventory tracking, and expiration control. Maintain accurate portfolio records and coordinate with suppliers, logistics, and internal teams to resolve delivery and documentation issues.

Successfully closed and delivered large-scale national accounts, including COPECO, Hospital Escuela, and 68 Health Centers (CEEM), while maintaining high client service standards.

Resolved moderate to complex B2B and B2C customer complaints related to billing cycles, independently developing timely and fair solutions and confirming resolution with customers.

Collaborated with billing, logistics, and systems departments to address customer concerns, manage escalations, and ensure service-level indicators were met. Supervised and directed a nine-person field team responsible for case follow-up.

Optimized the physical and digital billing distribution process, achieving 90% on-time delivery of corporate invoices and improving customer satisfaction.

Handled direct, in-person interactions with corporate clients regarding account status and payment inquiries in La Ceiba and Comayagua.

Validated and followed up on assigned client accounts, maintained accurate records, and prepared management reports on case status and outcomes.

Responded to client inquiries regarding financial products, including loans, credit cards, savings accounts, and AFP products, for prospective and existing customers.

Followed up on service requests and complaints while building long-term client relationships. Improved resolution times for banking service requests and consistently met client portfolio growth targets.

Bachelor's degree in Business Administration.

Bachelor's degree in Marketing and Business.