Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Timeline
Generic
Milagros Rivas Laureano

Milagros Rivas Laureano

San Pedro

Summary

Proactive Customer Service professional with 5+ years of experience in banking sector, public and private sector in person or remote dedicated to delivering exceptional customer experiences. Proven ability to resolve complex inquiries and provide expert guidance on banking products and services, consistently exceeding customer satisfaction targets. Skilled in active listening, problem-solving, and utilizing digital tools to streamline support operations and foster client loyalty.

Overview

11
11
years of professional experience

Work History

Business Banking Executive

BBVA Bank
02.2018 - 09.2024
  • Managed client relationships to enhance satisfaction and retention.
  • Developed financial strategies for diverse client portfolios.
  • Communicated with existing and prospective clients to identify financial goals and provide recommendations on investment solutions.
  • Resolved customer complaints efficiently while maintaining a high level of professionalism.
  • Assisted customers with inquiries about banking products or services.
  • Opened new checking, savings and lines of credit for customer accounts.

Assistant Manager

Metropolitan Municipality of Lima
12.2016 - 09.2017
  • Assisted in managing community development programs and initiatives.
  • Coordinated with local organizations to enhance public services and outreach.
  • Supported staff training sessions to improve teamwork and efficiency.
  • Resolved conflicts between team members in an effective manner.
  • Organized training sessions for new hires to familiarize them with the workplace environment.
  • Managed customer service inquiries and complaints in a timely manner.

Call Center Customer Service Representative

ATENTO PERU
05.2013 - 10.2014
  • Assisted customers with inquiries and provided product information promptly.
  • Handled customer complaints and resolved issues effectively through active listening.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Maintained high levels of professionalism while interacting with customers via phone or email.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Processed orders, forms, applications, and requests accurately and efficiently.

Education

Bachelor of Science - Economics

Federico Villarreal National University
Lima
12.2018

Business Excel

National University of Engineering
12.2017

Skills

  • Customer Service excellence
  • Banking product expertise
  • Financial strategy
  • Effective communication
  • Client relationship management
  • Efficient problem solving
  • Attention to detail
  • Active listening
  • Team collaboration
  • Professionalism
  • Creative thinking
  • Persuasive communication style
  • Administration strength
  • Community relations

Languages

English Professional
Spanish Native/ Bilingual

Accomplishments

  • - 2021 I won the BBVA PERU Champions League as the best business banking executive nationwide. This earned me a double, all-expenses-paid trip to Argentina.

Timeline

Business Banking Executive

BBVA Bank
02.2018 - 09.2024

Assistant Manager

Metropolitan Municipality of Lima
12.2016 - 09.2017

Call Center Customer Service Representative

ATENTO PERU
05.2013 - 10.2014

Business Excel

National University of Engineering

Bachelor of Science - Economics

Federico Villarreal National University

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