Natalia Andrea Moroni Dalmasso

Processed and analyzed operational databases, monitored KPIs and quality samples, and investigated deviations affecting daily performance. Generated reports, performed root-cause analysis, and developed Excel tools to automate calculations.

Investigated complex financial claims related to refinancing and payment plans, identified inconsistencies, and communicated solutions to customers. Used GLPI to register and route incidents to appropriate support teams.

Managed real-time operations across five digital and three voice channels, monitoring staffing, availability, adherence, and service levels. Coordinated intraday actions and cross-team adjustments to protect service performance.

Managed banking collections through customer contact, analysis of payment situations, negotiation of alternatives, and follow-up of commitments, with a strong focus on clear communication and resolution.

Managed banking collections through direct customer contact, negotiation of payment alternatives, and follow-up of commitments. Documented interactions and adapted solutions to each customer's circumstances while working toward recovery objectives.

Managed customer inquiries, sales, payments, order coordination, deliveries, and post-sale communication for personalized products. Handled social media communication and independently organized multiple simultaneous customer requests and deadlines.

Managed early- and late-stage collections for mobile telecommunications services through high-volume customer contact. Negotiated payment alternatives, followed commitments, and maintained accurate records while working toward recovery objectives.

Sold credit-risk information services by phone, prospected potential clients, answered inquiries, presented solutions, and negotiated toward a commercial close.

Managed banking collections, customer records, negotiations, payment plans, refinancing follow-up, and formal payment notices. Worked with an internal Visual FoxPro system in beta, diagnosing functional incidents with remote developer support.

Updated, cleaned, and validated stock data, resolved inconsistencies, and supported invoicing, orders, and delivery documentation. Implemented simple email and response automations to reduce repetitive administrative work.

Provided real-time operational support to agents, monitored quality and productivity, coached team members, and coordinated with other areas. Tracked metrics and deviations and supported daily operational closing activities.

Ongoing course covering QA fundamentals, test-case design, defect reporting, and REST API testing with Postman.

Completed practical training in frontend and backend development with JavaScript, React, Node.js, and databases.

Studies incomplete, completed through second year, covering programming, web development, and databases.

Completed course on programming fundamentals and problem solving with Python.