Priscilla Marroquin Salazar
Moravia
Summary
Dynamic professional with a proven track record at Foundever within the financial sector , excelling in effective communication and group leadership. Skilled in optimizing performance metrics and fostering relationships, I have successfully enhanced customer satisfaction and trained teams to achieve compliance. My motivational leadership style drives continuous improvement and operational efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Coach
Foundever
10.2023 - 07.2025
- Led team of representatives to enhance customer satisfaction and resolve complex inquiries effectively providing personalized coaching for skill development and continuous improvement.
- Trained new team members on systems, processes, and best practices for optimal performance.
- Monitor key performance indicators (KPIs) and individual performance to implement effective strategies that ensure SLA compliance.
- Handle escalations and conflict resolution, fostering a collaborative and results-driven environment
Real-Time Analyst
Foundever
08.2021 - 10.2023
- Analyzed real-time data to optimize workforce management and improve operational efficiency.
- Monitored performance metrics to ensure adherence to service level agreements and quality standards.
- Developed and maintained dashboards for tracking key performance indicators and trends.
- Collaborated with cross-functional teams to identify process improvements and implement solutions.
Customer Service Representative
Foundever
09.2020 - 07.2021
- Handled calls and inquiries regarding financial products, accounts, and banking services.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with team members to enhance service delivery and improve customer satisfaction.
Collections Assistant
BCT Bank
10.2019 - 04.2020
- Managed daily collections activities, ensuring timely follow-up on overdue accounts.
- Utilized collection software to track payments and generate reports for management review.
- Developed payment plans in collaboration with clients to facilitate debt recovery.
- Trained new team members on collection procedures and best practices for compliance.
Education
Bachelor’s Degree in Data Science Engineering
Universidad Fidélitas
San Jose, Costa RicaHigh School Diploma -
Colegio Técnico Profesional Ulloa
Heredia, Costa Rica09-2019
Skills
- Effective communication
- Group leadership
- Personable and friendly
- Building relationships
- Motivational leadership style
Certification
- Certified MS Excel Specialist, Instituto Profesional de Computación - 2020
- Certified Excel Macros Programming,Instituto Profesional de Computación - 2020
- Certified Language Development Program, Foundever, 2020
- Certified Emotional Intelligence for WFM, Foundever, 2022
- Certified·Talent+ Coach Program – Foundever, 2023
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Portuguese
Intermediate (B1)
Timeline
Coach
Foundever
10.2023 - 07.2025
Real-Time Analyst
Foundever
08.2021 - 10.2023
Customer Service Representative
Foundever
09.2020 - 07.2021
Collections Assistant
BCT Bank
10.2019 - 04.2020
Bachelor’s Degree in Data Science Engineering
Universidad Fidélitas
High School Diploma -
Colegio Técnico Profesional Ulloa
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