Fiorella Cerro Rodriguez
@fiorellacerrorodrigu
Quality and Service Management Expert who improves processes, reduces costs, and delivers exceptional bilingual customer support.
ZimbabweWhat I'm looking for
I’m a Quality and Service Management Expert with a strong focus on optimizing processes, reducing costs, and maximizing profitability. I distinguish myself through leadership abilities that help me elicit the best performance from each employee, while maintaining consistent service standards.
From 2022 to 2025, I supported quality and service outcomes through bilingual roles in sales, customer support, and quality assurance. I handled service guidance, developed sales strategies, assessed service quality, resolved complaints, and supported customer retention through proactive, empathetic communication in both Spanish and English.
Most recently, I’ve provided specialized financial customer support while managing loan accounts and case lifecycles using Zendesk and LoanPro. I administer loan information, payments, and account statements, follow up on cases by validating customer data, and use CRM tools to improve response times, ensure compliance, and elevate customer satisfaction.
Experience
Work history, roles, and key accomplishments
Loan Account Management
Kiwi Credito
Sep 2025 - Present (10 months)
Managed and monitored loan accounts and provided specialized customer support for financial products. Used Zendesk and LoanPro to resolve inquiries, administer account information and payments, and follow up to ensure a smooth loan lifecycle.
Bilingual Customer Support Specialist
Lean Solutions Group
Jan 2023 - Jun 2025 (2 years 5 months)
Delivered bilingual customer support and performed quality assurance activities including service quality assessment and complaint resolution. Managed inbound/outbound calls, troubleshot customer issues, and supported escalations with collaboration across departments.
Bilingual Sales Rep & Quality Specialist
New Wave Family Collective
Jun 2022 - Dec 2022 (6 months)
Provided guidance on services and products and helped develop sales strategies while supporting weekly sales targets. Oversaw quality-related processes, including collaboration with production, staff development, and data analysis to improve quality.
Education
Degrees, certifications, and relevant coursework
UNICAB Virtual
Bachelor's degree, Systems
2021 -
Completed a Bachelor's degree at UNICAB Virtual with a focus on systems.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
Skills
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