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Lucero Monzon
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Business Administration
Lima, Callao Region, Peru
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QA MonitoriVisa.comJan 2025 - Current (1 year 6 months)• Evaluate customer interactions across multiple support channels to ensure compliance with quality standards, operational procedures, and key performance indicators (KPIs) • Identify performance trends and recurring quality opportunities through detailed audits and analysis, supporting continuous improvement initiatives across customer support teams • Provide structured coaching feedback and performance recommendations that contribute to agent development, service quality enhancement, and operational consistency • Collaborate with Operations, Training, and Leadership teams to maintain quality standards, align evaluation criteria, and improve customer experience outcomes • Participate in calibration sessions and quality reviews to ensure sc- Customer Success AgentiVisa.comOct 2023 - Dec 2024 (1 year 3 months)• Assisted customers throughout visa and travel document application processes, providing guidance on requirements, documentation, and travel regulations across multiple destinations • Resolved customer inquiries through chat and email while maintaining high customer satisfaction, quality, and compliance standards • Managed complex customer cases by identifying needs, providing tailored solutions, and coordinating with internal teams when necessary • Maintained up-to-date knowledge of immigration requirements, travel policies, and product updates to ensure accurate customer guidance • Contributed to positive customer experiences through effective communication, problem-solving, and a customer-focused approach
- Specialist SourcerManpowerGroupSep 2021 - Jan 2023 (1 year 5 months)• Conducted candidate sourcing activities using recruitment platforms and talent acquisition tools to identify qualified candidates for multiple projects • Performed candidate screening and I-9 Verification interviews in compliance with employment eligibility requirements and company procedures • Managed candidate pipelines and maintained accurate recruitment records to support efficient hiring processes • Coordinated communication between candidates and hiring teams throughout different stages of the recruitment cycle • Supported recruitment operations through data management, process tracking, and stakeholder coordination
- TCustomer Service AdvisorTELEPERFORMANCE PERU S.A.C.Nov 2020 - Sep 2021 (11 months)• Delivered customer support in English through inbound communication channels while consistently adhering to quality and compliance standards • Resolved customer inquiries by applying company policies, system resources, and problem-solving skills to deliver effective solutions • Maintained high service quality through active listening, attention to detail, and effective communication • Assisted customers with account-related inquiries and service requests while ensuring a positive customer experience
Education
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- Cambridge English QualificationUniversity of CambridgeDec 2025Certification demonstrating English proficiency for academic and professional environments
- UBachelor’s Degree in Business AdministrationUniversidad San Ignacio de Loyola (USIL), Lima, PeruJan 2022 - Dec 2025 (4 years)Relevant Coursework: Operations Management, Strategic Management, Business Analytics, Human Resources, Marketing, Finance, and Organizational Development
- IEnglish StudiesICPNA Institute, Lima, PeruJul 2014 - Jan 2018 (3 years 7 months)Focus: Advanced English Communication, Business English, Grammar, Writing, and Oral Communication