Brenda Pacco Alania

Brenda Pacco Alania

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Detail

Customer Support Lead | LATAM | B2B - B2C | MSc in International Business Management
Lima Province, Peru

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Résumé

Jobs verified_user 0% verified
  • Aira
    Customer Support Lead
    Aira
    Jan 2023 - Current (3 years 10 months)
    Lead and manage the customer support team for LATAM, ensuring high levels of satisfaction.
    Develop automation and process optimization strategies to improve user experience.
    Implement technological solutions to streamline incident resolution and improve service efficiency.
    Coordinate with product and technology teams toidentify platform improvement opportunities.
    Analyze customer service metrics and generate reports for strategic decision making.
  • Aira
    Customer Support Analyst
    Aira
    Mar 2022 - Jan 2023 (11 months)
    Provide support to customers in LATAM, resolvingqueries and managing incidents on the platform.
    Collaborate with internal teams to improve processes and reduce response times.
    Implement improvements in knowledge bases and documentation to optimize customer service.
    Monitor and analyze trends in support requests to propose proactive solutions.
  • Industrias Triveca SAC
    Post Sales Analyst
    Industrias Triveca SAC
    May 2021 - Feb 2022 (10 months)
    Customer service after the issuance of the Sales Order, in constant contact with logistics, dispatch, technology,administration, looking for the correct attention of the sale, preparation of sales reports and monthly presentations to General Management and Management of complaints and claims.
  • G Adventures
    Accounts Payable Analyst
    G Adventures
    Jun 2019 - Mar 2020 (10 months)
    Control of deposits, prepayments, rolling deposits, etc., customer service at LATAM level, registration of payment receipts from the regions of Buenos Aires, Colombia and Peru and management of local and external payment desk.
  • EAFC Maquisistema
    Asistente de Operaciones
    EAFC Maquisistema
    Jan 2018 - Nov 2018 (11 months)
    Advice on personal loans for the acquisition of a collective fund certificate, evaluation of documents for approval and qualification in the award of a property, advice on reactivation and reinstatement of certificates, line extensions, entry of applications and claims.
  • Banco de Crédito BCP
    Asistente de Operaciones Multibanca
    Banco de Crédito BCP
    Oct 2016 - Jul 2017 (10 months)
    Follow-up, coordination and regularization of accounting notes, receiving and verifying client's instructions.
    Database management, macro management.
    Responsible for the development and analysis of claims reports in the After Sales area, through the development and management of a Pilot.
  • Carvajal Tecnología y Servicios
    Practicante de Administración
    Carvajal Tecnología y Servicios
    May 2016 - Oct 2016 (6 months)
    Support in billing, administration and portfolio tasks, coordinate, process, control, print and send invoices to customers.
  • Interbank
    Representante financiero
    Interbank
    Jul 2013 - Oct 2015 (2 years 4 months)
    Advice to clients providing a personalized service, cash management.
    Sale of different banking products such as: consumer loans, credit cards, mortgage loans, among others.
Education verified_user 0% verified
  • Universidad Carlos III de Madrid
    Msc International Business Management
    Universidad Carlos III de Madrid
    Sep 2024 - Jun 2025 (10 months)