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Work Background
Cover GeniusClaims Specialist
May. 2022Greater Santa Cruz de Tenerife Metropolitan Area- Business & e-business Insurance Specialist handling claims for Amazon, Amazon Business, Wayfair, Ebay and Onbuy
- Experienced in the Spain, Italy and United Kingdom markets
- Responsible for insurance coverage and negotiating claims settlements with end users through various channels (platform, email, phone)
- Ensured timely processing of claims by verifying sufficient evidence to comply with SLA
- Managed complaints and replacements through multiple channels
- Coordinated repair processes between partners and customers - Respond customer enquires via email, zendesk, and calls to guide the customer.
- Handled complex cases involving other departments according to established matrix
- Provided guidance to clients on correct procedures for using corporate page - Reported system failures for continuous improvement of customer experience - Assisted in resolving customer-related complaints and offering alternative solutions - Skilled in resolving questions and doubts promptly.
TECH Universidad TecnológicaGestor de Cobros
May. 2020 - Jun. 2022Santa Cruz de Tenerife, Canary Islands, Spain- Portfolio manager for defaults at Universidad TECH throughout Latin America. - Customer service and carrying out administrative procedures answering emails, calls, whatsapps and through Zendesk.
- Coordination with the faculties to offer correct advice both to the entity itself and to the students. - Other functions in collaboration with the Collection and Accounting departments
- Managing payments through redsys ( bank platform)
Mutua Tinerfeña, Seguros y Reaseguros a Prima FijaDepartamento de Materiales
Jul. 2017 - May. 2020Santa Cruz De Tenerife Area, Spain-Claims handler in the Property Damage department. -CICOS and SDM dialogues with the different insurance companies. -Advice to clients via mail, email and calls, following up and processing from the moment of the accident until the final repair of the vehicle. -Accident investigation to know what is included in the contracted policy. -Coordination and management of damage appraisal teams for claim assessment and subsequent action. -Follow-up and control of the claim through contact with company adjusters, loss adjusters and lawyers. -Proactivity for a quick resolution -Review of correct invoicing. -Management of unpaid workshops. -Audit of repairs invoicing for possible fraud.
AtosCoordinador de Procesos
Sep. 2014 - Jul. 2017Santa Cruz De Tenerife, SpainPROYECTO BRIDGESTONE Administrador de servicios de Incidentes para LATAM y NAM. Proporcionar dirección técnica y coordinación de los grupos involucrados. . Apoyar y participar en la Junta de Control de Cambios y cambiar el proceso de control. Proveer sugerencias y alternativas apropiadas para el proceso de gestión de problemas. Desarrollo y conocimiento de la estructura organizativa del cliente, creación de grupos y conferencia de grupos técnicos para la resolución de incidencias. Excelentes habilidades de comunicación verbal para el envío de notificaciones internas y externas de alertas. Gestión de situaciones de conflicto y toma de decisiones rápidas para la resolución del incidente. Administración y gestión de terceros para la rápida resolución de incidencias. Buen entendimiento de las tecnologías de infraestructura. Utilización de matriz de escalado para conseguir el nivel adecuado de atención de los equipos técnicos y de gestión.
AtosCoordinador de Incidencias
Sep. 2014 - Jul. 2017Santa Cruz de Tenerife, Canary Islands, SpainPROYECTO ADIDAS GLOBAL VIDEOWALL
Coordinador de Incidencias y Logistica: Gestión y coordinación de la cuenta de Adidas a nivel Mundial. Gestion del servicio de Videowall para las ventas de tenis a nivel mundial. Soporte y gestión de equipos en diferentes países para el correcto funcionamiento y desarrollo del proyecto. Comunicación directa con el cliente así como gestión y control de equipos a nivel mundial para el mantenimiento y logística.
AtosHelp Desk Specialist
Jul. 2014 - Jul. 2017Santa Cruz De Tenerife Area, SpainPROYECTO NOVOZYMES Investigación y resolución de problemas complejos de los clientes, o de larga duración sin resolución por los asistentes de servicio de atención al cliente
Investigación y resolución de problemas complejos de los clientes, o de larga duración sin resolución por los asistentes de servicio de atención al cliente
Escalado de incidentes sin resolución para dar una mejor calidad de atención al cliente.
AtosSMC IBERIA (SPAIN) Coordinador de Procesos
Dec. 2012 - May. 2016Santa Cruz De Tenerife, SpainCoordinador de incidencias para todas las cuentas gestionadas por ATOS en la Península Ibérica Creación de conferencias técnicas para la resolución eficaz de las incidencias.
Verizon BusinessCredit Controller
Jan. 2007 - Oct. 2012Reading, United KingdomCollecting revenue from current ledger averaging $ 2.5 M. monthly
Maintained average collection rate despite market decline over average KPI's
Negotiation with exclusive clients on terms and methods of payments on overdue balances over $600K
Produced a business case on Confirming Method Payment in Spanish Market.
Negotiated on very important billing-collection issue with a major Spanish bank, speeding the process and collecting over $ 1.3 M, saving costs and preventing re-issuing of several month invoices Collaborated with account managers(AM) and service managers(SM) to maintain a good customer facing relationship, acting in many accounts as a key point of contact.
Managing with client and AM's Service Order Form (SOF) and International Master Service Agreement (IMSA) through database.
Reporting bi-weekly with Spain Sales and Finance team issues with payment, terms of payment and different methods on overdue accounts.
Working along with Legal and Debt Recovery Department, managed to collect over $1M last year in delinquent accounts
Reporting monthly top debtors and aging debt to EMEA Finance Director
Initiation of appropriate dunning letters, disconnection and reactivation of services.
Trained Verizonbusiness LATAM entities the correct usage of new implemented tool nSAP.
Checking necessary documents for approval of Credit Notes
Producing accurate monthly forecasts for responsible EMEA countries maintaining ± 7 % within 100% Won the Award for Outstanding Achievement in May 2009
Verizon BusinessEMEA Professional Billing
Jan. 2006 - Nov. 2012Reading, Berkshire, UK• POC (Point of Contact) for Royal Bank of Scotland (RBS) , British Petroleum (BP) on all EMEA Accounts among 7 other multinational companies.
• Solved a complex case of double billing and missing PO’s number.
• Dealing with escalations to assure all invoices are accurately managed.
• Managing and closing service requests within 14 days below KPI’s ( Key Performance Indicators)
• Order Entries
• Closely working with internal and external auditors and controllers.
• Prime Biller Program
• Support all releases with user acceptance testing as per the plan
• Support all migration plans with user acceptance testing and post migration clean up as per the plan
• Support all Billing improvement initiatives and Product development plans
• Reporting
• Ensure the establishment of the billing dashboard and scorecard • Support the Sales and service organisation with the required reporting to improve profitability and sales realisation
• Audits ; Billing audits/country audits/customer audits
• Obtained Six Sigma Yellow Belt by BSI (British Standard Institution)
MR TranslationsExecutive Translator/ Interpreter
Jul. 2004 - Jan. 2007Oklahoma City, Oklahoma AreaResponsable of translating/interpreting legal documents into Spanish. Translations in Municipal Court, State, Court. • Translation of legal documents from Spanish to English and viceversa • Translator in Municipal and Federal Courts.
• Translator in a Federal USA Court Case: “Cuban’s Mariel”
Oklahoma City Community CollegeSpanish Tutor
May. 2004 - Oct. 2005Oklahoma City, Oklahoma AreaIn charge of the Spanish Language Department. Helping students with proofreading, conversational and writing in Spanish. Tutoring, teaching and mentoring.
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