Helped customers complete and verify the status of their transactions made through the application, ensuring safe and effective delivery through calls and live chats. Maintained constant communication with partner banks through emails and calls. Held a mentor position, assisting agents with new information and providing knowledge of tools and processes. Served as an Interim Supervisor (July-August 2024), helping agents reach their metrics and meet customer service standards, communicating constantly with the team quality analyst to monitor performance, and validating internal processes (tardiness, vacations, paid/unpaid leaves).

Bilingual Agent for AT&T campaign, handling calls in English in the Customer Retention and Sales Area. Guided new agents in basic and technical functions, provided assistance and guidance to customers, and performed telephone sales of services and products with a strong customer orientation.