Years of experience: 20
Investor & VCSales & BizDevConsultingBusiness AnalystData AnalystEngagement Manager
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Carlos Manuel's Career Path
Jul. 2019 -Present
AT&TFinance Billing Operations Specialist
-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.
Oct. 2017 -Jul. 2019
AT&TSpecialist operations SPOC
Ciudad 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 ...
Feb. 2017 -Oct. 2018
AT&TTeam lead
Ciudad 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 ...