Mariam Montes

Detail-oriented and adaptable professional with experience in customer service, quality assurance, data analysis, and accounting support. Skilled in Excel, problem-solving, performance analysis, and CRM systems. Strong communicator, fast learner, and team player with the ability to adapt to new technologies and fast-paced environments.

SALES QA ANALYST at Sagility BPO – Humana Insurance USA Account (2026-01 – 2026-09)

• Analyzed sales agent performance, CRM records, and customer calls to ensure quality and compliance.
• Investigated cases, identified inconsistencies, and tracked performance data using Excel.
• Prepared reports and provided insights to support process improvements and decision-making.
• Used AI tools to improve data analysis and case evaluation.

COSTUMER SERVICE REPRESENTATIVE at Sagility BPO – Humana Insurance USA Account (2025-04 – 2025-07)

• Assisted customers with health insurance plans, benefits, and policy information.
• Handled inquiries and policy updates while maintaining professionalism and empathy.
• Documented customer interactions and follow-ups using CRM and call center systems.
• Followed HIPAA and company compliance guidelines when handling confidential information.

COSTUMER SERVICE REPRESENTATIVE at Sagility BPO – Humana Insurance USA Account (2025-04 – 2025-12)

• Assisted customers with health insurance plans, benefits, and policy information.
• Handled inquiries and policy updates while maintaining professionalism and empathy.
• Documented customer interactions and follow-ups using CRM and call center systems.
• Followed HIPAA and company compliance guidelines when handling confidential information.

RESTAURANT MANAGER at Restaurante El Mero Chilito (2025-07 – 2025-08)

ACCOUNTING ASSISTANT at Equimco S.A.S (2023-09 – 2024-09)

• Supported the preparation and maintenance of financial records, including accounts payable and receivable.
• Processed invoices, receipts, and bank reconciliations using Excel.
• Assisted with monthly closing processes and maintained accurate financial information.

COOKING PRACTICE at 345 Steak House (2023-03 – 2023-05)

Kitchen Labor Technician – Instituto Gato Dumas (2021 – 2023)