Andrea Calderón Rodríguez is a highly motivated and adaptable individual with strong planning and organizational skills. She has worked as a Customer Service Agent at Sykes Enterprises and is currently a Risk Analyst and Quality Agent at Citi. Her responsibilities include coordination across geographies, ensuring compliance with policies and standards, and analyzing data to improve quality and performance. She has a Bachelor's Degree in Business Administration and is proficient in Microsoft Office, English communication skills, adaptability, and working under pressure.

1. Andrea Calderón Rodríguez
__________________________________________________________
Personal Information:
 ID number: 1-1525-0634
 Address:San Franciscode DosRíos.
 Email: andrea18_93@hotmail.es
 Telephone number:Mobile (+506) 8917-8713, home (+506) 2226-2516
Personal Statement
I am a highlymotivatedandadaptable personwithstrongplanningandorganizational skills.Ibeganmy
careerat SykesinCustomerService andnow Iam a QualityAgentatCiti,carryingresponsibilitiesacross
geographies. Ihave been utilizinganddevelopinggreatabilitieswhichcontributedtoimprove the
department’sperformance.Ilookforward tofindingapositionthatallowsme tocontinue applyingmy
knowledge and skills.
Working Experience:
Citi, Costa Rica
Risk Analyst, Quality Agent June 12th, 2015 - Present
Responsibilities:
 Coordinationacrossgeographiestodrive projectswithdefinedtimelines.
 Commandof PoliciesandStandardsknowledge.
 Provide Analytical SupportandQualityReview forindividualregionsandcountriestomonitor,
measure,andimprove onanydeficienciesidentified.
 Ensure that KYC recordsare inaccordance withthe operational standardscapturedinInterim
CompensatingControls (ICCs) ProcessSteps.
 Provide offline supportfordatacollectionand create excel reports.
 Complete SeniorReportingDecks.
 Interactwithindividualsatdifferentlevelswithinthe organization.
 Standardize QualityReviewProcedure.
 Participate inactivities thatcreate projectsforanalysisandreviewstoimprove qualityand
control of the regionproductivity.
 Coordinate meetingstostandardize the analytical processwithinthe countries.
Sykes Enterprises, Costa Rica March 14th, 2011 - June 21st, 2012
Customer Service Agent
Responsibilities:
 Provideddaily technical supportandcustomerserviceassistance toclientsof amajor US phone
corporation.
 Improvedandexceeded all the requiredmetricsonweeklyandmonthlybasis.

2.  Requestedandcollatedfeedback toimprove the service provided.
 Solved problemskillsand performedquick analysistofix customers issuesduringthe calls.
Education:
ULACIT
BusinessAdministrationBachelorDegree 2016 – Present
SeminarioHigh School 2006 – 2010
HighSchool Diploma
American BusinessAcademy December2009
Englishcurse approved
RepúblicaDominica School 2000 – 2005
Skills:
 KnowledgeonMicrosoftOffice:Excel,Word,PowerPoint,Outlook.
 AdvancedEnglishcommunicationskills(written,listening,speaking)
Competences:
 Adaptabilitytoworkinfast-pacedenvironment.
 Organizedand orientedtoward attention anddetail.
 Abilitytoworkunderpressure.
 Abilityforteamworkorworkwithminimal supervision.