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Porvenir Pensiones y CesantíasOperations Analyst
Mar. 2021Cali, ColombiaResponsible for managing, controlling, and executing daily operations related to mandatory and voluntary pension funds, as well as severance accounts. Ensures that all transactions are processed accurately and on time, in compliance with internal policies and risk mitigation procedures. Actively contributes to the identification and implementation of operational improvements to enhance efficiency and reduce risk exposure. Key Achievements: Key contributor to internal and external audit processes, ensuring transparency and timely delivery of required information. Guarantee full compliance with regulatory bodies and internal corporate policies in all operations and procedures. Planned and executed strategies that achieved 100% compliance with risk mitigation indicators, maintaining a zero-fraud record since assuming the role.
Porvenir Pensiones y CesantíasCustomer Experience Consultant – Pension Advisory
Oct. 2018 - Mar. 2021Cali, ColombiaAdvised clients on pension-related requests and managed multifund investment portfolios in compliance with Colombian pension regulations, particularly under Law 100 of 1993. Responsible for leading and executing strategies to improve customer experience metrics at the main regional branch. Handled complex pension cases, created definitive legal case files, and supported the disability payment process. Key Achievements: Implemented customer service strategies that ranked the branch #1 out of 54 nationwide in customer experience indicators (June 2021). Led initiatives that improved the team’s customer persuasion rate from 22% to 45%, enhancing trust and resolution effectiveness. Planned and executed operational adjustments that achieved 153% compliance with expected in-branch and appointment waiting times.
Colpatria Multibanca del Grupo ScotiabankSales Advisor
Mar. 2017 - Jun. 2018Cali, ColombiaSales Advisor & Bank Teller | Colpatria, BBVA, Banco Caja Social
Cali, Colombia | 2012 – 2018 Held dual roles in commercial sales and cash operations within top financial institutions. Responsible for selling banking products and services, providing personalized financial advice, and ensuring operational excellence at the teller window. Recognized for strong cross-selling skills and ability to build client relationships. Handled cash transactions for business banking clients with accuracy and compliance to institutional standards. Key Responsibilities: Promoted and sold financial products: savings accounts, loans, insurance, and investments. Performed teller operations: deposits, withdrawals, transfers, and daily cash balancing. Advised personal and business clients on tailored financial solutions. Ensured compliance with internal procedures and banking security regulations.
Colpatria Multibanca del Grupo ScotiabankBank Teller
Mar. 2014 - Mar. 2017Cali, ColombiaPerformed front-line cash operations at leading financial institutions, delivering direct customer service to both personal and business banking clients. Responsible for handling cash transactions, ensuring accuracy, regulatory compliance, and minimizing operational risk. Recognized for effective cross-selling of financial products and maintaining high levels of customer satisfaction while supporting branch sales targets. Key Responsibilities: Processed cash deposits, withdrawals, transfers, and payments efficiently and accurately. Managed daily cash balancing, counterfeit detection, and adhered to banking security protocols. Assisted clients with financial services, issue resolution, and real-time customer support. Promoted and sold additional banking products to meet customer needs and branch goals.
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