Daniel Castro

3M – Order Document Intake Analyst - San Antonio Belén, Costa Rica

07/2021 - 08/2022

Key Responsibilities:

• Created purchase and rental orders within Oracle databases for US and Canada regions regarding 3M medical equipment.
• Maintained the confidentiality of sensitive documents and ensure that they are stored securely by organizing and classifying multiple clinical documents into internal databases.
• Arranged, elaborated, and scheduled deliveryshipments and waybillsfor medical equipment in Hospitals and medical facilities around Canada.
• Collaborated with other teams,such as data analysts or project managers, to ensure that documents are analyzed and managed effectively.

Achievements: 

• Accomplished an average of 800 emailsper month within2 months of working whiledecreasing 20% of our team's monthly workload.

Western Union - Digital Risk Analyst / Global ConsumerAnalyst Lindora, Costa Rica

10/2019 - 01/2021

Key Responsibilities:

• Provided customerservice to online clients regardingdigital money transactions.
• Analyzed the organization's operations, processes, and systems to identify potential risks that could impact the organization's objectives.
• Maintained risk management policies and procedures to ensure the organization is compliant with relevant regulations and standards.
• Developed strategies to mitigate identified risks, including risk transfer, risk avoidance, risk reduction, and risk acceptance.
• Support bannedcustomers by reviewing legal documents and questionnaire forms.
• Report on whether customerswere eligible for the reinstatement process or not.

Achievements: 

• Exceeded 70% of the KPI per hour by analyzing more than 19 online transactions per hour.
• Obtained the best team results from a customer experience survey for 3 months due to customer sup- port and assistance.
• Accomplished call handle timesof 180 seconds when the goal neededis 225 secs while assuring exceptional customer service and willingness to help.
• Achieved a target of 80 emails per day with an efficiency of more than 90% by helping customers reactivate their Western Union accounts.

Interactive Media Design (Level 3) - College Diploma - School of Media and Design, Algonquin College, Ottawa, Ontario • Dean’s Honor’s List | GPA: 4.0 / 4.0