RICARDO PUERTAS
Barcelona
Summary
Results-driven professional with extensive experience in team management, content analysis, and financial services. Proven ability to lead teams to meet performance goals, ensure compliance, and deliver exceptional customer service. Expertise in managing credit operations, reviewing loan applications, and providing tailored financial solutions. Skilled in problem-solving, process optimization, and building strong client and stakeholder relationships. Known for attention to detail, analytical thinking, and the ability to balance efficiency with accuracy in dynamic environments.
Overview
9
9
years of professional experience
Work History
Team Leader
TELUS Digital
01.2024 - Current
- Managed a team of 24 members, consistently achieving and exceeding quarterly performance goals.
- Surpassed quality targets with an 87% quality score and maintained an average handling time (AHT) of 60 seconds for the queue.
- Define performance objectives, implement streamlined processes, and analyze data for informed decision-making.
- Assisted in recruitment to build team of top performers.
- Led employee relations through effective communication, coaching, training, and development.
Content Moderator
TELUS Digital
11.2019 - 01.2024
- Efficiently handled an average of 380 tickets daily as a high-performance moderator.
- Trained and mentored underperforming team members, driving improvements in individual and team performance.
- Achieved an exceptional 96% quality score, consistently exceeding performance standards.
- Documented and reported trends in content violations, contributing to policy updates and process enhancements.
- Collaborated with cross-functional teams to escalate and resolve complex or ambiguous content moderation cases.
Logistics and Inventory Planner
Primaprix L.S.U
10.2018 - 11.2019
- Oversaw the national management of Primaprix's frozen food sections, scouting and identifying underpriced products for strategic purchasing and resale.
- Administered and maintained the product database, ensuring accuracy and timely updates for all inventory entries.
- Collaborated with EU suppliers to manage inventory control, optimize product flow, and support promotional campaign execution.
- Coordinated truck deliveries to ensure efficient and timely restocking of inventory, minimizing stockouts and maintaining optimal shelf levels.
Senior Loan Officer
Latino Community Credit Union
01.2016 - 07.2018
- Managed the credit department, overseeing administrative tasks, account reviews, and onboarding of high-value clients to ensure growth and retention.
- Evaluated and approved credit products, including credit cards, car loans, and personal loans, ensuring compliance with lending policies.
- Assisted members by identifying their financial needs and recommending the best loan products and solutions tailored to their circumstances.
- Conducted thorough assessments of credit applications, ensuring risk management practices were adhered to while maintaining member satisfaction.
Education
Certified International Investment Analyst -
Latino Community Credit Union
North Carolina, USA01-2018
Bachelor of Science - Architecture
José Antonio Páez University
Valencia, Venezuela01-2015
Skills
- Business Strategy Development
- Team Leadership
- Daily workflow improvement
- Problem-solving aptitude
- Business Analysis
- Performance Metrics
Timeline
Team Leader
TELUS Digital
01.2024 - Current
Content Moderator
TELUS Digital
11.2019 - 01.2024
Logistics and Inventory Planner
Primaprix L.S.U
10.2018 - 11.2019
Senior Loan Officer
Latino Community Credit Union
01.2016 - 07.2018
Certified International Investment Analyst -
Latino Community Credit Union
Bachelor of Science - Architecture
José Antonio Páez University
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