Jose Francisco Mora Zuñiga
Innovation And CX Manager
San Jose,A
Summary
Dynamic Financial and Customer Experience Analyst with a proven track record at BANCO DE COSTA RICA. Expert in leveraging Microsoft Excel for financial statement analysis and excelling in customer relationship management. Achieved significant process efficiencies and enhanced customer satisfaction through innovative problem-solving and data analytics. Skilled in translating complex data into actionable insights, driving business development and retention.
Overview
12
12
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Financial Analyst
BANCO DE COSTA RICA
09.2013 - Current
- Conducted detailed financial analysis to identify and evaluate changes in operations, trends and potential areas of improvement.
- Streamlined financial reporting for better decision-making with clear, concise analysis and presentation.
- Reduced time spent on manual data entry, implementing automated data extraction tools.
- Facilitated smooth month-end close processes by efficiently reconciling accounts and addressing discrepancies promptly.
Customer Experience Analyst
BANCO DE COSTA RICA
01.2013 - Current
- Monitored performance metrics to continually assess team effectiveness in delivering outstanding support.
- Educated clients on best practices for using products or services, ensuring they derived maximum value from their investments over time.
- Evaluated new tools and technologies, recommending those with potential benefits for improving overall efficiency or effectiveness within the department.
- Served as support resource to team members in key meetings.
- Developed training materials to ensure consistent delivery of exceptional customer service across the team.
- Conducted root cause analysis on recurring issues, driving proactive solutions that reduced future occurrences.
- Implemented ongoing follow-up procedures with customers post-resolution, confirming long-term satisfaction while maintaining open lines of communication for future needs.
- Analyzed customer feedback to identify trends and make recommendations for process improvements.
- Served as a subject matter expert on company policies, products, and procedures when advising both internal stakeholders and external customers alike.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
Education
Bachelor of Science - Business Administration And Management
UNIVERSIDAD SANTA LUCIA
San Jose, Costa Rica 05.2001 -
Skills
Microsoft Excel
Certification
CX Expert,IZO - Colombia, 2020
Timeline
Financial Analyst
BANCO DE COSTA RICA
09.2013 - Current
Customer Experience Analyst
BANCO DE COSTA RICA
01.2013 - Current
Bachelor of Science - Business Administration And Management
UNIVERSIDAD SANTA LUCIA
05.2001 -
CX Expert,IZO - Colombia, 2020
How to take scrum from theory to reality, UDEMY- 2021
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