These are my services as a Freelancer:
✔ Email support (fast responses)
✔ Spreadsheet creations for reporting and analysis processing
✔ SAP invoice processing and reconciliation
✔ Reporting using UMB platforms (analysis of consumption and spend for utilities and fuels
✔ Models creation to forecast up to 3 years of spend
✔ Zendesk ticket support and with admin knowledge and management ( triggers and views creation, analysis of SLA, follow up of all bad reviews and quality/productivity review)
✔ American banking portals knowledge (used to debit customer payments to US and CA)
✔ Shopify order fulfillment
✔ LiveChats
✔ WhatsApp, Facebook and Instagram messages.
✔ Order tracking, providing status, etc
✔ Troubleshooting issues
✔ Following up with customers and suppliers (all request submitted such as disputes, billing inquiries, master data changes)
✔ Maintenance of customer data base
✔ Data entry
✔ PDF to Word or Excel Conversion
✔ Transcription
✔ Help creating reviews of products
✔ App reviews (replying back to feedback on both App Store and Play Store)
A little bit about myself:
I love to learn, read, travel and spend time with my family and friends. I'm sure that I can be a great asset for your company and contribute to its growth, taking care of your customers, their issues and solving them. I have a good ability to work under pressure as during the last 3 years and I have learn to be efficient, prioritize and multitask as I understood that my actions can help to avoid delays in raw materials for plants or in deliveries for customers. I really like to work with people from all over the world to learn more about their culture and share with them all what I know.
About my background:
I'm an International Business Professional who has been working in the Customer Service Industry for 7 years. Since 2019 I am working with the biggest cement company in North America, Holcim. During all these years I had the chance to be involve in P2P and O2C process, from invoice processing for vendors, troubleshooting of urgent payments issues and escalation when shut off notifies to customer service getting payments debit for clients, invoice copies, disputes and more. In my current position, the focus is in fuels. I am working directly with diesel, natural gas and utilities suppliers to get payments on time and any data with need (like pricing forecast to request hedge settlements and find ways to benefits our costs with these fluctuated categories). I have activities established for month end but my main task is provide support to my boss and help gathering information in a short period of time to create reports, graphs and presentations. My specialization has been to be in charge of the Demand Response program to evaluate the possibilities our plants have to be enroll and get payment benefits for power.
In my account payables position I am used to receive statements for multiple invoice status that will include get payment information, processing, scanning if not found and any escalation if the invoice is overdue and pending. Communication with multiple areas like payments, master data, procurement and processing has been necessary to solve 100% all requests.
Related to accounts receivables I was in charge of customer requests such as payments (that included to get into the portal and use the card information to debit payments), invoice copies, disputes and any other inquiry the customer needs (including master data). By the end of the day I was in charge of report the total money we received and make sure these matches with the bank records.
I am a fast learner and during all my positions I have the chance to be a trainer which is one of my passions as I know that I can provide tips or ideas to the old or new team members to be efficient and do the best for the customer or supplier.
One of the biggest protects I was assign to was to travel overseas for a knowledge transfer (vendor support). I had to work with people from Canada, learn from them and bring everything that I could get in 20 days to train about 10 people in tickets and calls management. I was in charge of the tickets and calls quality review, where I needed to make sure agents were accomplishing their daily goals, following the company policies and making sure to handle all external and internal customer complaints (making from a simple feedback, escalation and up to a wake up call)
I'm very serious with my jobs and give the best of myself. Always punctual and disciplined, fast and efficient, interested in learning more everyday and very autonomous. After being trained or receiving instructions, I will work with little or without supervision and provide great results.
Tools and software I have used:
SAP, Zendesk, Citibank, VPNs, Google Suite (Sheets, Docs, Drive, Calendar, Gqueues and more), Social Media, Shopify, Excel, UBM, EnelX trends.
Zendesk
