Valery Taylor Jiménez

• Led team in daily operations, ensuring adherence to quality and safety standards.
• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
• Facilitated communication between departments to streamline operations and resolve issues.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Work with AI automatization ideas that help improving client procedures and reduce cost.

• Manage and lead a group from 15 to 20 employees to successfully meet operations KPI’s, making sure compliance regulations, procedures are meet and executing processes in accordance with compliance policies.
• Handle escalations, root cause analysis, and foster improvement initiatives and processes standardization.
• Assess risk when decisions are made, by driving compliance, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing, and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
• Conduct performance evaluations, compensations, disciplinary actions, and terminations of team members as well as determining staffing needs.
• Conduct coaching 1 on 1 sessions, every week with team members, to provide feedback and kudos regarding the areas of opportunities and positive aspects based on their performance.
• Collaborate with client on updates for the enrollment process by creating them or discussing obstacles of current process.
• Perform audits on advisor’s calls to guarantee the following of guidelines for compliance, and quality requested by the client.
• Specialized on Banking with Disputes , Collections and Fraud Knowledge.

• Review monthly trends based on data analysis, call listening and reports to determine the areas of improvement.

• Collaborate with agents by answering product and procedures questions while agents are in a call.

• Create weekly Huddles with Team Leads to make sure all information is communicating across the board, bring them up to speed on any updates based on the trending topics.

• Technical banking knowledge.
• Disputes and Fraud specialist.
• Effectively solve problems, using soft skills.
• Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.

• Collections Agent, responsible for resolving overdue bills and collecting payments.
• Customer Service Agent, evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.