Oracle
Diana Rivera
Team Lead Tax & Master Data Management
Monterrey
Summary
My long-term experience in the service industry has taught me how to meet and exceed each Customer’s expectations with service that sells. I have assisted all types of customers in all types of settings. I realized that acquiring and maintaining loyal repeat business as well as spreading the word of your business through these loyal patrons is of the utmost importance in every company. Positioning a company for better exposure and greater marketability is a task that I have performed with success many times. I am an excellent trainer who achieves ongoing success with my teams by building morale, maintaining teams' self-confidence, and training them to build sales by improving their people skills. I am also a detail-oriented OTC Team Lead with experience in quantitative statistical analysis, accounting, and forecasting. Leveraging strong analytical skills to support operations through robust modeling to facilitate executive-level decision-making and increase company revenue.
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
3
3
Languages
Work History
Team Lead Tax & Master Data Global
Johnson Controls
01.2025 - Current
- Oversee the preparation and issuance of tax certificates, ensuring accuracy and compliance with relevant tax laws
- Ensure all tax certificates and related processes comply with local, state, and federal regulations
- Maintain accurate and up-to-date records of all issued tax certificates and related documentation
- Collaborate with internal departments and external agencies to gather necessary information and resolve any issues related to tax certificates
- Prepare and present detailed reports on tax certificate activities to senior management
- Provide expert advice and support to internal teams and stakeholders on tax certificate-related matters
- Process Improvement: Identify opportunities to streamline and improve tax certificate issuance processes
- Data Governance for Johnson Controls LOBs in America Continent
Team Lead Credit & Master Data North America
Johnson Controls
Monterrey
08.2024 - 01.2025
- Overseeing credit operations and ensuring the accuracy of master data records within the finance department
- Establish and maintain efficient Credit Control process execution in line with offshoring, policy, process, and governance requirements
- Evaluate and approve credit applications, setting credit limits, overseeing credit accounts, and ensuring the integrity of data in master data systems
- Assessing creditworthiness, monitoring credit accounts, maintaining customer data, ensuring compliance, and collaborating with various teams
- Responsible for analyzing master data and data sources and identifying trends and patterns that can be used to improve business processes and operational efficiency, including data-driven decision-making
- Responsible for developing and maintaining the master data management system, including data integration, data modeling and data migration
- Ensure the accuracy, completeness and consistency of master data across the organization, from customer master data to data standards and customer records
- Organize and facilitate workshops for training or data gathering purposes to enhance the team's skills and performance
PMO Project Coordinator
Johnson Controls
01.2024 - 08.2024
- Improved project efficiency by streamlining communication and collaboration between team members.
- Optimized resource allocation by creating detailed work breakdown structures that clearly outlined task dependencies and timelines.
- Ensured compliance with regulatory requirements by closely monitoring relevant laws and guidelines throughout the entire project lifecycle.
- Implemented change management processes, minimizing disruptions to ongoing projects.
- Facilitated training sessions for team members on new processes and tools, increasing adoption rates and boosting productivity.
- Conducted post-project evaluations to identify lessons learned and inform future initiatives for continuous improvement efforts.
Billing Team Lead
Johnson Controls
06.2023 - 08.2024
- Manage month-end revenue closing process overseeing revenue processes in all departments to proactively accurately, completely, and during the appropriate period
- Participate in quarterly/annual audits and support SOX compliance practices
- Drive revenue processes in direct discussions with internal and external auditors
- Oversee reconciliation process with logistics of processes to ensure completeness and timeliness of billing
- Coordinate documentation and approvals with department heads and executives for pricing, special projects, and credits
- Review contracts for proper documentation
- Active partner to ensure minimal billing issues and expedient collections
- Support Sales team with Marketing allowance process and manage issuance of Credit memo accordingly
- Ensure accuracy of invoicing with local requirement for Taxes and statutory requirement
- Drive initiatives to improve billing and revenue process
- Review daily reports for potential billing errors, investigate for resolution; Oversee and direct weekly status reporting and dissemination in timely manner
- Coordinate documentation and approvals with department heads and executives for pricing, special projects, and credits
- Review contracts for proper documentation
- Active partner to ensure minimal billing issues and expedient collections
- Support Sales team with Marketing allowance process and manage issuance of Credit memo accordingly
- Ensure accuracy of invoicing with local requirement for Taxes and statutory requirement
- Drive initiatives to improve billing and revenue process
Financial Analyst
Johnson Controls
12.2019 - 10.2022
- Process account cancellations (Voluntary and for Non-Payment) from customers of the Security (TYCO) division of Johnson Controls for North America
- Process high volume of Final Demand Letter for past due accounts contributing to collect between 10 to 20% of the total Open AR from the assigned accounts
- Analyze and process requests for price reductions to match customer's active contracts and/or for customer retention purposes and validate all the contract processes/submissions from the Sales and Order Validation Team for National Account
- Part of the Order Validation Team from the Retail side of the business
- New Hire trainer and responsible for the SOP's (Standard Operating Procedures) for both transitions from Indianapolis to Monterrey and from Monterrey to India
- SME (Subject Matter Expert) and point of contact with the field and other departments aiding, fix and solving escalations and issues, as well as leading projects of improvement within the Security LOB
Billing Analyst
Johnson Controls
12.2019 - 07.2021
- Managing a portfolio of 133 top accounts, complying with their Master Service Agreement for Johnson Controls Security Solutions/TYCO customers in the US
- Manage collections and credit processes, provide early-stage customer service and when necessary, raise cases involving customer complaints
- Support other finance operations by receiving and analyzing information Analyze daily team results and attend all escalations regarding the Billing Team
- Continue providing complete customer service, reviewing their billing preferences (custom billing), Contract Validation, and purchase orders across different platforms as well as sending their invoices by different preferred channels (email and/or through their invoice portal processing such as SAP Ariba, Coupa, Office Trax, etc.) complying with the 98% of KPI
- Additionally, provide support to other OTC and Sales departments
- Trainer for the New Hires and responsible for the SOP's (Standard Operating Procedures) creation when required for new processes
- Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume
- Grew existing customer accounts by 29% through exceptional customer service and effective communication techniques
- Worked with wholesale and retail customers, supporting sales efforts by resolving customer inquiries and/or issues, updating customer accounts
- Winner of the Team Spirit Award for outstanding performance in March 2020
CSG Specialist for booking.com
Majorel North America
04.2019 - 11.2019
- Help with their reservations and follow up with their request through email/phone with an average of 50 cases handled per day Contributing to the satisfaction/restoration of clients and Booking.com partners for NA, LATAM, and EMEA regions and special handling for Portugal and Brazil
- Floor Support stablished knowledge of protocols, answering customer inquiries and reducing wait times by 7+ minutes
- Resolved customer call complaints within 24 hours, reducing the likelihood of negative reviews
- Mastered conversational Portuguese, ensuring 99% of clients could communicate with a bilingual agent
Operations Supervisor/Customer Advocate
Majorel
10.2013 - 04.2019
- Oversee a team of 15-20 agents, provide one-on-one coaching based on areas of opportunities found in quality audits, design action plans (individual and group) to meet multiple KPIs such as Customer Satisfaction, Quality, and First Contact Resolution rate, and capture work hours for payroll purposes
- Achievements: Successfully coached agents to reach and exceed customer satisfaction goals
- At Xbox Brazil, I developed my role as a Customer Advocate providing customer service assistance for billing-related questions and as a tech support agent for hardware, software, and Internet connection issues
- Floor Support Associated – Assist my colleague in completing training courses using the Success Factors environment and provide guidance and advice when needed
- For the Devices program, I developed my role as Tech Support Agent for Surface devices, providing support/service by phone, chat, and email for LATAM/EMEA customers
Education
Diploma - foreign languages: Portuguese language
Instituto Tecnológico Y De Estudios Superiores De Monterrey (Tecnológico De Monterrey)
Monterrey 01.2014 - 01.2016
Skills
Operations management
Accomplishments
- Documented and resolved Post Go Live Oracle implementation Data Governance issues which led to stabilizing the platform, updating and standardizing global processes, and diligently resolving challenges to align Policies among Johnson Controls LOBs
- Grew existing customer accounts by 29% through exceptional customer service and effective communication techniques
- Process high volume of Final Demand Letter for past due accounts contributing to collect between 10 to 20% of the total Open AR from the assigned accounts
Software
BAAN
PeopleSoft
Salesforce
AS400
Timeline
Team Lead Tax & Master Data Global
Johnson Controls
01.2025 - Current
Team Lead Credit & Master Data North America
Johnson Controls
08.2024 - 01.2025
PMO Project Coordinator
Johnson Controls
01.2024 - 08.2024
Billing Team Lead
Johnson Controls
06.2023 - 08.2024
Financial Analyst
Johnson Controls
12.2019 - 10.2022
Billing Analyst
Johnson Controls
12.2019 - 07.2021
CSG Specialist for booking.com
Majorel North America
04.2019 - 11.2019
Diploma - foreign languages: Portuguese language
Instituto Tecnológico Y De Estudios Superiores De Monterrey (Tecnológico De Monterrey)
01.2014 - 01.2016
Operations Supervisor/Customer Advocate
Majorel
10.2013 - 04.2019
Similar Profiles
Noah MillsNoah Mills
Machine Operator at JOHNSON CONTROLS INC, Johnson ControlsMachine Operator at JOHNSON CONTROLS INC, Johnson Controls
Jonathan PowersJonathan Powers
System Controls Technician at JOHNSON CONTROLS INC, Johnson ControlsSystem Controls Technician at JOHNSON CONTROLS INC, Johnson Controls
Donald JaworskiDonald Jaworski
Fire Sprinkler Service Manager at JOHNSON CONTROLS INC, Johnson ControlsFire Sprinkler Service Manager at JOHNSON CONTROLS INC, Johnson Controls