Anthony Moreira

• Managed customer requests, using Oracle, related to banking and judicial matters, demonstrating proficiency in communication and interpersonal skills.
• Handled requests related to SUGEF, aimed at generating credit reports for evaluation by credit departments.
• Collaborated in applying proficient SQL techniques to collect, analyze, and interpret customer data, ensuring adherence to banking processes.
• Analyzed customers' credit history and made informed decisions regarding approval or rejection of credit applications, ensuring adherence to bank's standards.
• Worked closely with other departments to ensure consistency and quality in credit-related processes.

Achievements:

• Successfully maintained 98% productivity rate, aligned with bank's requirements.
• Exercised meticulous attention to detail; conducted thorough analyses of customer data to ensure adherence to banking processes and evaluated credit histories, showcasing keen eye for precision.

• Effectively managed a real-time case queue, in compliance with Service-Level Agreement (SLA) system.
• Provided prompt responses, using Salesforce, to employee inquiries from USAC (U.S. and Canada) and LATAM plants, including technical troubleshooting and guidance on organization's training and learning platforms, SAP and 3M Learn.
• Set courses "lineup," select participants, and establish completion schedule for each, based on needs of manager of a given team or business group.
• Generated reports, including completion or non-completion reports, participant lists, and attendance lists for virtual sessions.

Achievements:

• Delivered exceptional customer service. Customer satisfaction consistently fell within range of 98% to 100% each month.
• Coordinated successful migration of 30+ courses, impacting at least 1000 users enrolled, resulting in seamless transition.
• Proposed process enhancements to improve daily operations. One such improvement involved developing email templates, to streamline case resolution procedure.