Maria Angelica Pardo
Brisbane,Australia
Summary
Customer Service Specialist with over 10 years’ experience supporting busy office environments, combining hands-on operational expertise with a strategic approach to service delivery. Skilled in using internal systems, managing customer orders, and providing support across multiple channels (phone, email, chat). Recognised for collaborating with cross-functional teams, resolving complex escalations, and driving process improvements that enhance customer satisfaction and efficiency. Strong communication, problem-solving, and analytical skills, with a proactive mindset and commitment to optimising customer experience and service outcomes.
Overview
11
11
years of professional experience
Work History
Customer Care Lead
Lulo Bank
Bogotá, Colombia
01.2019 - 01.2023
- Company Overview: Lulo Bank is Colombia’s first fully digital bank, delivering customer-centric financial solutions through innovative mobile platforms, promoting accessibility, efficiency, and seamless user experiences.
- Led and mentored a team of 30+ customer service agents, coordinators, and community managers, designing structured training programs and monitoring KPIs, which promoted a high-performance culture and increased customer satisfaction by 20%.
- Implemented process improvements and optimised internal banking system use, processing customer orders accurately and ensuring timely fulfilment, reducing service errors and enhancing overall operational efficiency.
- Managed escalations and collaborated with cross-functional operations teams, applying proactive service recovery strategies that ensured smooth service delivery.
- Key contributor in developing customer service operations for Colombia’s first fully digital bank, conducting market research, managing regulatory compliance presentations, supplier selection, and establishing operational procedures from scratch.
Customer Service & Quality Assurance Analyst
Skandia
Bogotá, Colombia
01.2013 - 01.2019
- Company Overview: Skandia is a financial services company operating in Colombia, specialising in life insurance, pension funds, and investment solutions, focused on delivering reliable customer experiences while maintaining high standards of quality and regulatory compliance.
- Provided customer support in a fast-paced customer service environment via phone, email, and chat, resolving enquiries and coordinating follow-ups, which enhanced customer satisfaction and streamlined service delivery.
- Conducted quality assurance evaluations and assisted in data-driven reporting, identifying process gaps and improving compliance with company standards.
- Collaborated with IT and cross-functional teams on process automation projects, implementing CRM automation that reduced customer response times by 30% and increased operational efficiency.
- Liaised between departments to coordinate solutions for complex customer cases, ensuring clarity on financial products and benefits while supporting seamless resolution.
- Process Automation & Efficiency Improvement: Participated in CRM automation and the digitalisation of credit applications, enabling clients to submit loan requests online without completing physical forms, enhancing efficiency and the overall customer experience.
Fraud & Monitoring Analyst
Credibanco
Bogotá, Colombia
01.2012 - 01.2013
- Company Overview: Credibanco is a leading Colombian financial services and payments company, specialising in electronic payment processing, fraud prevention, and financial transaction monitoring. It provides secure and efficient payment solutions to banks, merchants, and consumers, ensuring compliance with regulatory standards and promoting trustworthy financial operations.
- Validated and monitored investigations conducted by Incocredito, the Monitoring Unit, and commitment point analysts, providing accurate feedback and insights that improved investigation quality and decision-making.
- Analysed fraud reports and coordinated with financial entities, generating preventive blocking of international cards and merchant accounts, ensuring secure transactions and regulatory compliance.
- Managed invoices and administrative processes for Incocredito, overseeing security, coordination, bonus, and distribution tasks, enhancing internal control and operational efficiency.
- Improved false positive investigations through diligent analysis and proactive monitoring, reducing unnecessary account blocks and enhancing overall fraud detection accuracy.
Education
Master of Research Studies -
Torrens University Australia
General English
ILSC Education Group
09.2024
Graduate Diploma - Digital Marketing
Corporación Universitaria UNITEC
06.2022
Bachelor - Business Management
Universidad Colegio Mayor de Cundinamarca
12.2010
Skills
- Technical / Hard Skills:
- Multichannel Support (Phone, Email, Live Chat)
- CRM Systems & Ticketing Tools
- Data Entry & Order Processing
- Process Improvement & Service Efficiency
- Soft Skills:
- Customer Service Excellence
- Empathy & Active Listening
- Problem Solving & Conflict Resolution
- Team Collaboration & Cross-functional Liaison
Timeline
Customer Care Lead
Lulo Bank
01.2019 - 01.2023
Customer Service & Quality Assurance Analyst
Skandia
01.2013 - 01.2019
Fraud & Monitoring Analyst
Credibanco
01.2012 - 01.2013
General English
ILSC Education Group
Graduate Diploma - Digital Marketing
Corporación Universitaria UNITEC
Bachelor - Business Management
Universidad Colegio Mayor de Cundinamarca
Master of Research Studies -
Torrens University Australia