Maria J. B.


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Redacción y Traducción

Sobre mí
Experiencia laboral, bilingue Ingles Español
Historia laboral
HP Enterprise Services (Information Technology and Services) ////
HP from May 2007 up to present Training in Sacramento, California during July and August, 2007 Customer Service Representative handling different accounts in US with different environments (Mainframe, Midrange, Webhosting). Accounts supported: Consumer Direct, Verigy, Blue Cross of Arizona, CEDS Interal, TXU, ALDEA, Bank of America, Molson Coors Brewing Company, VISA PCI. The Client Support Representative is strategically positioned to be the interface between the Delivery Teams and the Account Teams. The CSR is an integral part of the virtual delivery team and is responsible for developing and maintaining the relationship management functions with customers in conjunction with the Account Organization. Responsibilities & Activities: • Service Excellence o Provide Single Point of Contact (SPOC) or primary interface for customers and operations leadership. The CSR will interface on a routine basis with the delivery team personnel to resolve problems on behalf of the customer and to use that knowledge to preclude recurrence of such problems. o Monitor and analyzes operations and processes to ensure customer service levels are being met o Follows through on problems to ensure root cause is identified and corrective actions is applied to clients satisfaction o Communicates, coordinates and oversees technical recommendations to the account o Represents the client during projects and technical planning meetings with the capability teams • Incident/Problem Management: Gather documentation, schedule, and facilitate Event Review Meetings. Provide status updates until all open issues are resolved • Change Management: Provide single point of contact to the account for all Change Management related activity

    Apex a SYKES Company (Information Technology and Services) //- desde 2007//
Customer Service Representative from December 2003 to March 2004. Assistance and Solution of technical problems. Supervisor of Tracfone Wíreless Account from April 2004 up February 2007. Experience in team management of more than 20 representatives. Complaints resolution, work by goals and terms,. Supervisor of a Special Department: Customer Retention Team (Tier 2 CCR’s) in charge of resolution of technical cases, direct contact with the external contact via g-mail, phone conferences. Resolution of problems with special software, in contact with service suppliers (Carriers, Corporate office, and special technical departments) Continuous training in charge of the company QA Analyst March 2007 to May 2007

    DIMSA SA-PREME MEDICINA PREPAGA (Health, Wellness and Fitness) //- desde 10/2004//
Cashier General administrative tasks. Handling of affiliated lists (joins, drops and changes). Handling of National Fee Schedule of Health Benefits/ Supply. Customer Service (authorizations, payments) Promotions. Orders PAMI-IPAM Authorizations Call center of IPAM-RED AZUL Invoicing of Health Benefits/ Supply IPAM-RED AZUL (consultation, practices and internments)

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