Alejandra Calderón Bermúdez

• Analyzed data from various sources to identify trends impacting product quality, making strategic recommendations for improvements based on findings.
• Maintained up-to-date knowledge on relevant regulations within the industry, ensuring company practices remained compliant at all times.
• Educated employees on specific QA standards and confirmed maintenance of standards.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

No Payment Claims.

• I was a Subject Matter Expert (SME) in the department.
• I was in charge of handling special transactions (Quick Cash). I helped to create an article for this procedure and trained people for this skill before the Training department was established.
• I was certified as a QA in the skill, so I can help with the evaluations of the new hires.
• Wu Way Awareness Certificate, Level 1.
• Other Duties: Helping with creating reports, handling escalations task, floor support, and helping with new hires training.
• Main tasks: Verifying if transactions were paid correctly and handling Fraud Complaint cases.

• I oversaw a special project called 'DOJ FTC Lookback'.
• I manage a group of 10 people (2 contractors, and 8 interns).
• My main function was to help the team with the tasks and create reports for the Regional Operation Managers that show the progress of the project.

Know your customer (KYC) department.

• Compliance representative for USA, Canada, and Brazil.
• Enhanced KYC compliance by conducting thorough customer due diligence and risk assessments.
• Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.

Direct to bank Account (D2B)

• Customer Service Representative for Brazil and the USA.
• Responded to customer requests for products, services, and company information.

• Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
• Assisted customers/agents with general inquiries, performed changes, or cancellations in the money transfers.

Retail Money Orders Agents Account (RMOA)

• Agent support representative.
• Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
• Main tasks: answering calls, sending reports to the agents, ordering supplies for the stores, and canceling orders.
• Responded to agents requests for products, services, and company information.

VIGO Account

• Customer service representative for money transfer accounts.
• Responded to customer requests for products, services, and company information.
• Assisted customers/agents with general inquiries, performed changes or cancellations in the money transfers.
• Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.