Francis Nadur Guzmán Vílchez

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Customer Relations Specialist

Coach To The Kids

Mar 2023 - Apr 2025 (2 years 2 months)

My focus is on enhancing the experience for both current and prospective participants. This involves managing inquiries, providing information about the program, addressing concerns, and ensuring that participants receive the support they need throughout their journey. I also gather feedback to improve the program and maintain strong, positive relationships with clients, ensuring high satisfaction and effective communication.

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Western Union

Ibex

Mar 2017 - Mar 2023 (6 years 1 month)

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Quality Analyst Western Union-POC/GSI

Ibex Global

Jan 2017 - Jan 2023 (6 years 1 month)

• Conduct research and analysis of complex, critical issues concerning the patterns and trends associated with money laundering and any other potential risks related to transactions. • Perform quality assurance evaluations utilizing a wide variety of research tools, systems, and criteria. • Recommend procedural and process changes through calibration sessions, determining quality assurance standards, constantly recognizing quality trends, and additional training needs. • Leading functional process reviews, reporting issues, giving recommendations based on the performed analysis while investigating potential areas of improvement. • Prepare procedures to ensure consistency of the QA processes. Actively assist and participate in the desig

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Accounting Assistant

Alba Alimentos de Nicaragua, S.A

Apr 2015 - Jul 2016 (1 year 4 months)

performing the following functions: • Issuance of checks for purchases and services. • Preparation of Bank Transfer Letters and their subsequent registration. • Register of Official Cash Receipts (ROC) • Daily control of Bank availability. • Monitoring of Online Banks • Financial Availability-Daily Remittance • Bank Manager • Records of Petty Cash / Review (Weekly). • Bank deposits. • Posting of accounts rendered for advances. • Verification of invoices for purchases and services in the SAP system. • Analysis and review of reports in the system. • Preparation of journal vouchers duly journalized and supported. • Monitoring and control of checks. • File all documentation generated and received in the area. performing the follo

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• Financial Assistant

Dec 2014 - Apr 2015 (5 months)

• Request for office supplies Financial Management • Safeguarding of the Financial Management documentation. • Sending various information

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Budget Assistant

Oct 2014 - Dec 2014 (3 months)

• Preparation of the accounts payable file for Albalinisa and its subsidiaries.

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Sales Agent

Stream Global Services (Convergys)

Jul 2014 - Oct 2014 (4 months)

• Pass the sale made to the system.

Special Customer Service Agent

Sitel

Mar 2012 - Apr 2014 (2 years 2 months)

• Inbound calls in English and Spanish. • Carry out the customer service process in the activation of electronic devices such as: phones, tablets, usb. • Making payments, problem solving and customer retention. • Technical Support Agent

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Customer Service Associate

Jan 2012 - Sep 2014 (2 years 9 months)

• Provide extraordinary member care by responding to questions in a fast paced, structured member care environment • "WOW" every member on every interaction and show you CARE • Demonstrate and build the Companie ´s brand • Respond promptly and accurately to member inquiries and requests • Build a strong and positive lasting impression with every member

Francis Nadur Guzmán Vílchez

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Francis's behavioral traits
Francis's likely patterns of behavior, thought, values, and emotion. Based on the HEXACO model, OCP instrument, and Torre’s own research.