Monique Pimentel Fernandes
Los Angeles,CA
Summary
Dedicated and customer-focused professional with a strong background in the banking industry and international work experience. Fluent in English and well-versed in financial analysis and risk management. Proven ability to manage accounts and maintain compliance with policies and procedures. Adept at problem-solving and multitasking, committed to delivering exceptional customer service.
Overview
8
8
years of professional experience
Work History
Cultural Exchange
Au Pair Care
07.2018 - 01.2023
- Chosen for "Au Pair Care" international program, securing a J-1 visa for travel and study in the United States
- Interviewed by numerous families, receiving job offers from each
- Collaborated closely with adults in each family, maintaining a consistent and professional routine while enhancing English language skills.
HSBC Bank Brasil/ Banco Bradesco S.A
04.2016 - 11.2017
- Managed primary customer support, achieving a 95% satisfaction rate among internal and external stakeholders
- Delivered personalized advice, highlighting a focus on individual needs and preferences, ensuring seamless customer experiences
- Introduced effective retention procedures, resulting in an 85% retention rate and reduced cancellations
- Managed exchanges, refunds, and adjustments with a successful 90% resolution rate.
HSBC Bank Brasil
04.2015 - 04.2016
- Achieved 98% accuracy and efficiency in daily tasks, guaranteeing smooth operations and top-notch service delivery
- Played a key role in thorough paperwork and project review, consistently upholding meticulous attention to detail, leading to a 25% reduction in errors
- Drove a 15% rise in customer satisfaction through the application of expertise, resulting in meaningful enhancements to customer experiences
- Collected and verified crucial customer information with 99% accuracy, significantly aiding streamlined processes and precise tracking.
Education
Associate of Arts - Communications
Los Angeles City College
Los Angeles, CA06.2023
Associate of Applied Science - Public Administration -
Instituto Federal do Paraná
07.2016
Skills
- Analytical thinking
- Good communication
- Multitasking
- Problem-solving
- Customer service
- Planning
- Account Management
- Policies And Procedures
- Financial Analysis
- Risk Management
Languages
Portuguese
Native or Bilingual
English
Native or Bilingual
Spanish
Limited Working
Timeline
Cultural Exchange
Au Pair Care
07.2018 - 01.2023
HSBC Bank Brasil/ Banco Bradesco S.A
04.2016 - 11.2017
HSBC Bank Brasil
04.2015 - 04.2016
Associate of Arts - Communications
Los Angeles City College
Associate of Applied Science - Public Administration -
Instituto Federal do Paraná
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