Thelma Ruvalcaba

• Administrative support to first line of report. Arrange conference calls, Scheduling coordination, agenda and meetings.
• Facilitated communication between departments to ensure seamless information flow.
• Organized travel arrangements, including itineraries, accommodations, and transportation logistics. Processed travel reimbursements.
• Prepared bi-monthly reports about lms training for OGC Compliance.
• Enhanced office efficiency by implementing improved administrative procedures and best practices.
• Maintained confidential, administrative support to executive team and members of board of directors.

Main Achievements: 1st. place in CAME Project (Onboarding Afore/Nov. 2022) / Coordination donation to the food bank in June 2023 (Afore got 1st. place in all the country with 6 tons of food-rice and beans).

Assisted to Chief Innovation Officer in Digital Banking Area (Juan Guerra). Administrative support to subordinates. Arrange conference calls. Schedule meetings. International travel arrangements. Integration event coordination. Project monitoring. Tasks relate to onboarding, recruiting. Purchases, Finance related activities like budget, expenses. Focus and achievement of results applying agile methodology.

From Feb 2017 to Jan 2018 Assisted three Directors (Milos Milic, Gabriela Galindo) in Digital Banking Area.

Main Achievements: 2nd place in Idea Box Project (Nov. 2017) / Coordination of half a ton donation to the food bank (May 2019).

• Resolved customer premium business group inquiries via phone, ensuring prompt and accurate responses.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Provided company information and policies to customers upon inquiry and answered questions via phone.
• Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
• Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.