Aline Dana Duran Aguilar
Summary
Results-oriented professional with a strong background in quality assurance and data analysis. Skilled in developing protocols and training new hires to exceed customer service goals and drive process efficiency across multiple teams.
Overview
10
10
years of professional experience
Work History
Quality Assurance Analyst
Citibank
CDMX
04.2023 - Current
- Developed quality assurance protocols for IPB US chat team and Citiphone agents, enhancing service reliability.
- Implemented QA strategies for IPB US chat and Citiphone teams, improving communication efficiency.
- Optimized QA processes for IPB US chat and Citiphone agents, ensuring consistent service delivery.
- Ability to solve issues and escalations to ensure the best result for our clients and institution.
Problem solving, escalations and clients complaints and inquiries. - Able to manage processes and systems related to different teams within the organization such as Back Office, Estates, Financials, Non-Financials, chats, callbacks, inbound calls, etc.
- Review, optimization and compliance of internal processes.
- Data retrieval and reporting for business metrics.
- Share best practices within different organization teams to accomplish customer
service goals. - Training and mentoring new hires about IPB US procedures, regulations, compliance, etc.
Service Associate
Citibanamex
Metepec
11.2018 - 04.2023
- Provide bilingual customer service by phone call or chat to international clients of specific banking segments within the financial institution.
- Ability to solve issues and escalations to ensure the best result for our clients
and institution. Based on personal and work teams. - Support my team peers with their inquiries and doubts to assure a better customer experience. Problem solving, escalations, and client inquiries.
- Able to manage processes and systems related to different teams within the organization, such as Back Office, Estates, Financials, chats, callbacks, inbound calls, etc.
- Review, optimization, and compliance of internal processes.
Data retrieval and reporting for business metrics. - Share best practices within different organizational teams to accomplish customer service goals.
Customer Service Representative
AT&T
11.2016 - 04.2017
- Bilingual Customer Service – clients with different company services, such as mobile, home WiFi and TV.
- Billing explanation to the client.
- Teamwork to achieve different goals and metrics established by the business.
Systems Coordinator
DHL Supply Chain
CDMX
10.2015 - 05.2016
- Managing and supervising Service Desk agents and technicians providing different solutions for on-site and virtual clients.
- Managing external service vendors to guarantee the continuous production line.
- Technical support for internal and external clients, on-site and virtually.
Education
High School Diploma -
Instituto Fray Juan De Zumarraga
CDMXSome College (No Degree) - Medicine
Instituto Politecnico Nacional
CDMXSkills
- Quality assurance protocols
- Data analysis
- Process optimization
- Compliance evaluation
- Training development
- Customer relationship management
- Metric reporting
- Team collaboration
- Attention to detail
- Problem solving
- Quality processes
- Call monitoring
- Quality management
- QA reporting
- English language fluency
Languages
English
Full Professional
Timeline
Quality Assurance Analyst
Citibank
04.2023 - Current
Service Associate
Citibanamex
11.2018 - 04.2023
Customer Service Representative
AT&T
11.2016 - 04.2017
Systems Coordinator
DHL Supply Chain
10.2015 - 05.2016
High School Diploma -
Instituto Fray Juan De Zumarraga
Some College (No Degree) - Medicine
Instituto Politecnico Nacional
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