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Work Background
AT&TFinance Billing Operations Specialist
Jul. 2019-Audit the invoice process to confirm invoices accuracy for at least 130 daily invoices.
-Validate invoice information to match contract legal requirements avoiding 12% of duplicated and incorrect invoices monthly.
-Confirm assigned invoices to confirm the information, amount and services are correct, this represent avoid almost 16% of monthly billed amount.
AT&TSpecialist operations SPOC
Oct. 2017 - Jul. 2019Ciudad de México-Plan and develop of special projects during the year: these projects are requested by Managers and Area Managers in order to help the operations (new technologies, new systems, new processes). -Lead the creation of our department support ticket system, this help improve to prioritize operation reports & response time pass from 24 hours to 2 hrs.
-Lead the implementation for training process to all credit department employees to login to the telephone production system. This program connect the agent to the phone system to answer customer calls. The outcome was of 89% of the employees successfully trained on time scope.
-Responsible of supporting the Managers and Area Managers support which involves handling onboarding, corporate hierarchy, floor processes & support
-Reach accurately 94% for onboarding & system access to 1260 agents, managers & area manager. -Deliver Technical Phone training to agents before kicking off operations floor to 1250 agents.
-Raises and resolve tickets for Issue escalations with any of the mentioned systems this implies networking within various sites and with high management of the BU due to the high impact this can cause in the operation.
-Receive and perform all strategical changes in the operation floor regarding structural changes to the whole site having impact in compensations depending on the role provided and assigned by the team. After the audit and improve of the process goes from 82 to 94 percent of accuracy.
AT&TTeam lead
Feb. 2017 - Oct. 2018Ciudad de México-Help agents to improve their behaviors to handle effectively the customer calls and reach the company goals and improve the VOC results
-Lead and implement the system Issues process that let us decrease the first 2 weeks the system issues in order to improve the agent’s availability
-Handling the supervisor calls improving the customer satisfaction
-Lead and implement the adjustment process improvement updating the training materials and deliver the training sessions for the refresher training and follow up of the adjustment approval to ensure the correct time frame for the adjustment approval.
AT&TEjecutivo de atencion a clientes EG
Nov. 2016 - Feb. 2017Mexico City Area, Mexico-Ensure the effortless customer experience offering solutions for the inconvenient that the customers may have, offer the correct solutions for the communication & entertainment needs for the customers.
-Accomplish the Company goals for the EG center.
-Learn & apply solutions and handle the customer calls to guarantee AT&T customer service promise.
ManpowerGroup México y CentroaméricaSr. Trainer
Apr. 2014 - Feb. 2016Mexico-Lead training projects implementations of the new P.O.S. (point of sale) system up to 6000 Modelorama´s for our customer Anheuser-Busch InBev/Grupo Modelo, the main achievement is that we could raise the corporate KPI´S in just 8 months about 40%
-Create and apply online and personal training courses for own business division of AbInBev/Grupo Modelo.
-Planning the national training of the system change for Modelorama´s.
-Lead personal and online training to customers, supervisor and managers, within México, for the own business division of AbInBev/Grupo Modelo.
-Lead sales, warehouse inventory & customer service improvement courses to customers to enhance corporate KPI´S.
-Get involved in some OD projects like the CONOCER certifications to staff, I was one of the official certifiers of some labor standards.
FreelanceSAP SD Consultant
Sep. 2013 - Apr. 2014México D.F.
American ExpressSME Credit Spain
Sep. 2011 - Sep. 2013Mexico City Area, Mexico-Collaborate in a key rol of the migration and improvement of the precesses of credit for the Spain market.
-Identify opportunity areas in the AMEX customer service quality program called VoCM (Voice of the customer)
-Implementation of strategies to improve Credit Spain VoCM results.
-Analyze and update the Credit Spain processes to improve them and obtain better results.
-Create, monitor and lead the complaint process.
-Support the operations area managing customer service reps to reach the Credit Spain service levels goals.
-Lead the Special Handling unit which follows up the Premium customers (Centurion card & top corporate cards) special requests to AMEX Spain Credit.
-Lead the international cross-country project between México, U.K. and India to solve the bank collections problems.
American ExpressCenturion Card Customer Service
May. 2005 - Sep. 2011Mexico City Area, Mexico-Ensure the correct follow up of the Centurion customer requests. - Solve any trouble that the Centurion cardmember could have (Insurance, card benefits, between others).
-Create management reports.
-Ensure the service level consistency.
-Coordinate schedules of the Centurion card reps to guarantee the service level required goal.
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