Fernando Alberto De Santiago Rivera

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.

• Ensure the accuracy and timeliness of vendor payments terms.
• Collaborate with department personnel and vendors to research and resolve accounts payable inquiries in a prompt manner.
• Review the blocked invoice report and communicate with requisitioner & receiving on blocked status. Monitor progress and provide guidance as needed to clear invoices from the blocked list for assigned plants.
• Reconciling vendor account statements.
• Proactively resolve issues with vendors pertaining to Accounts Payable.
• Obtain additional documentation as needed in support of requested payments.
• Research and respond to written inquiries.

• Communicate with members regarding their past due accounts via the telephone and/or written correspondence
• Investigates payment status and determines ultimate customer financial responsibility.
• Participates in process improvement initiatives; maintains teamwork, customer service production and quality standards to assure timely, efficient and accurate call resolution.
• Minimize customers dissatisfaction with active listening, maintaining a professional tone, and acknowledging their concerns.
• Update the status of accounts on a daily basis with accurate detailed notes and follow up actions.
• Escalate accounts to management when the member is unwilling or unable to pay when necessary
• Perform other related duties as assigned.
• Maintain complete records on all accounts including detailed notes on collection efforts.
• Advise clients of proper payment schedules following company policy
• Determine the most effective, professional and economical means of collection for each account
• Maintain communication with Sales and Service Departments regarding case status

• Maintain and update data in a variety of CRM and ERP systems
• Ensure timely revenue recognition of goods sold
• Uphold company policies and procedures regarding order management and fulfillment
• Coordinate shipment and delivery of goods sold with Sales, Professional Services and Procurement teams
• Recognize, monitor, and resolve account, contract and billing issues
• Routinely audit internal databases for consistency and accuracy
• Learn product functionality for a wide range of ERP systems and companion products

Contract process including:

• Order Entry and Management
• License Fulfillment
• Contract Management
• Record and validate customer entitlements via recurring billing system
• Respond to internal and external customer inquiries regarding quotes, sales orders, recurring billing and pricing models.

• Conduct New hire On-boarding process
• Facilitate Foundations training for new hires
• Facilitate the Product Training for new hires.
• Conduct nesting period fuor new hires
• Tracking of metrics to be achieve during nesting period for new hires
• Create and Coordinate continues education Up training for tenure agents.
• Create and track monthly metrics for monthly reviews.
  

• Coordinate the on-boarding process for all new employees.
  
• Coordinate and schedule training classes.
  
• Create standard and specialized training based on organizational and job needs.
  
• Track and measure all training for return on investment.
  
• Design and conduct post training evaluations and assessments to ensure training objectives are met.
  
• Update and maintain product knowledge documentation.
  
• Provide periodic updates to department managers on training accomplishments.
  
• Conduct needs analysis to determine training needs.
  
• Maintain training records for all employees.
  
• Assist in creating basic test scenarios to be used in testing business applications.
• Trained and certified CSRs to conduct online training to customer how needed assistance in how to use the website
• Weekly and Monthly reports e-mail to the client, supervisor, and account manager including the number of trainings given on the month, the number of trainings given by the trainer.
• Assign and scheduled trainings during the week for the trainers
• Implemantaion of Docebo LMS platform, test, migration from Moodle to Docebo, and launching.
• E-learning creation for Organizational training for leadership team.
• Trained and certified CSRs to conduct online training to customer how needed assistance in how to use the website
• • Weekly and Monthly reports e-mail to the client, supervisor, and account manager including the number of trainings given on the month, the number of trainings given by the trainer.
• • Assign and scheduled trainings during the week for the trainers
• Trained and certified CSRs to conduct online training to customer how needed assistance in how to use the website
• • Weekly and Monthly reports e-mail to the client, supervisor, and account manager including the number of trainings given on the month, the number of trainings given by the trainer.
• • Assign and scheduled trainings during the week for the trainers

• Conduct New hire On-boarding process.
• Facilitate Product Training for new hires.
• Conduct nesting period for new hires.
• Tracking of metrics to be achieve during nesting period for new hires.

• Floor support to CSRs, and taking supervisor calls when customer requested

• Created and assign leads to local dealers for customers interested in a security system for residence or a business.

• Daily report of current metrics mailed to the client, supervisors, and account manager.

• Customer service and technical service provide to customers with an alarm and monitoring system on the USA market.

• Created and assign leads to local dealers for customers interested in a security system for residence or a business.

• Support on floor to CSR with questions or assistance.

• Weekly report provide to the client, supervisor, and account manager with a project that consist in answer and provide customer service to customer’s e-mails with questions or concerns regarding the product. This weekly report contains, the total amounts of mail answer, if issue was solve or not, name of customer, name of business, customer question, and solution provide to customer.

• CODs, provide feedbacks to CSR for improvement on areas of opportunity detected

• Provide CSR weekly scorecards for CSR can be aware of their bonus

• Provide day to day metrics

• Listen daily calls taken by CSRs and evaluate their performance.

• Weekly feedback provided to CSRs on the evaluation and score CSR received.

• Weekly QA calibration with the Client, QA manager, QA supervisor, and QAs of the campaign.

• Daily report of the calls audit with the areas of opportunity and action taken to improve CSRs performance on the calls

• Listen, evaluate, and recognized Kudos calls to the CSR.

• Customer service provide to customers with a business in the USA market.

• Provide technical support to customer with a tracking app on mobile cell phones and company’s website.

• Customer service provide to customers of one of the major Cable companies within the USA market.

• Provide assistance to customers with billing inquires, technical support on devices, sales.

• Customer service provide to customers to a mobile carrier within the USA market.

• Provide assistance to customer with billing inquires, technical support on devices, sales.