Keisy Quesada

Operations and Customer Support Specialist with 3.5+ years of experience supporting personal banking customers in a U.S. financial services environment. Promoted to Escalations Supervisor based on strong performance handling complex customer cases and operational procedures. Experienced in customer information verification, documentation, case management, process compliance, and handling confidential financial information in high-volume environments.

Escalations Supervisor at Foundever (2024-07 – Present)

Financial Services Program

• Review and resolve escalated cases involving checking and savings accounts while ensuring adherence to operational procedures.
• Analyze complex customer issues by reviewing account information across multiple internal systems.
• Maintain accurate documentation and detailed case records while ensuring data accuracy and timely case resolution.
• Ensure compliance with internal security procedures, operational policies, and quality standards.
• Coordinate with internal support teams to resolve complex account-related issues.
• Track case progress and ensure timely follow-up through resolution.
• Handle confidential customer and financial information while maintaining accuracy and compliance with internal policies.

Customer Service Representative at Foundever (2023-01 – 2024-07)

Financial Services Program

• Supported customers with checking and savings account inquiries in a U.S. financial services environment.
• Verified customer identity using established authentication and security procedures.
• Updated and verified customer account information while ensuring data accuracy across multiple systems.
• Documented customer interactions and account activity following company procedures.
• Resolved account-related issues while adhering to operational policies and compliance requirements.
• Protected confidential customer and financial information in accordance with company standards.
• Managed high-volume workloads while consistently meeting quality and productivity expectations.

High School Diploma – Colegio Vocacional Monsenor Sanabria

B2+ English – Sykes Academy

Customer Service Seminar – Instituto Tecnico Santay