Highlights:

Skills:sales support, analysis, CRM, project management, management, business analysis, cross functioning, finance, invoicing, customer service

Bilingual Benefits Counselor 07/2017 - 09/2017
Mercer, Norwood, Massachusetts United States
Industry: Human Resources, Consulting
• Maintain and monitor performance, production, attendance, adherence and punctuality records, reviews and appraisals for staff. (mathematics, statistics and prediction) • Works with internal business partners to achieve business unit results
• Predicting demand for service and forecasting based on historical and known variables for industry (statistics and mathematics – regression, parabolas, etc) • Ensuring the team adheres to procedure for each service request, including logging, processing and progress chasing inquiries, following agreed key performance indicators, service level agreements and quality standards • Facilitate enrollment into Employer Sponsored benefits package. • Resolve all inquiries that require research or additional information by utilizing the appropriate resources and provide timely follow up as necessary • Drive improvements in overall service levels, transactional efficiencies & cost management. • Implement new processes, procedures and technologies as needed. • Maintain and monitor performance, production, attendance, adherence and punctuality records, reviews and appraisals for staff. (mathematics, statistics and prediction) • Perform analysis and correction of existing content and training documentation to ensure accuracy. • Supervising and delegating the team workload to optimize service and administrative support of our Contact Center--
Sales Support Analyst 12/5/2016 - 02/10/2017
Boston Scientific, Boston, MA United States
Industry: Medical
• Source new sales opportunities through inbound lead follow-up and outbound cold calls and emails • Understand customer needs and requirements
• Source new sales opportunities through inbound lead follow-up and outbound cold calls and emails • Understand customer needs and requirements • Route qualified opportunities to the appropriate sales executives for further development and closure • Research accounts, identify key players and generate interest • Maintain and expand your database of prospects within your assigned territory • Team with channel partners to build pipeline and close deals--
Project Manager/Account Manager 01/2013 - 08/2015
Dell Inc, Panama City , Panama
Industry: Technology
Supported sales organization by providing customer, operational and business assistance. Served as primary interface between sales and other operational functions in order to drive revenue and by working evaluation program orders.
Designed and implemented streamlined invoicing generation which reduced time frame from 5 days to 2. • Drove purchases/returns in evaluation programs by researching delinquent orders for forecasting purposes. • Focused on delivering a positive customer or partner experience by acting as liaison between customer/partner and sales organization. • Increased revenue by facilitating purchase/return process of trial equipment • Served as primary interfaces with other internal functions, based on business unit and/or regional requirements. • Minimized customer service errors by performing special assignments on tracking for different segments • Maintained high skill level and trained colleagues by participating in training global efforts. • Maintain and monitor performance, production, attendance, adherence and punctuality records, reviews and appraisals for staff. (mathematics, statistics and prediction) • Perform analysis and correction of existing content and training documentation to ensure accuracy. • Maintained high skill level and trained colleagues by participating in training global efforts. • Maintain and monitor performance, production, attendance, adherence and punctuality records, reviews and appraisals for staff. (mathematics, statistics and prediction) • Perform analysis and correction of existing content and training documentation to ensure accuracy.--
Case Manager 10/2009 - 12/2012
Dell Inc, Panama City , Panama
Industry: Technology
Case Management and working with other departments and internal customers
Sales Support Specialist (Case Management) • Led team and was liaison with upper management for escalated affairs. • Worked on special projects with resolution on high complexity scope including lost & stolen equipment, unit recovery and redirection. • Provided feedback to bottom performers within the team to improve metrics and overall performance. • Tracked and improved errors within the Customer Care team for US and Canada to minimize errors and for process to be seamless--
Case Manager 12/2005 - 07/2007
Prudential Financial, Panama City , Panama
Industry: Insurance
Handled inbound calls from customers regarding life insurance policies and specifics and occasional callbacks to follow up on escalated matters.
• Processed payment for life insurance policies and if necessary used dividends that policies generated to pay premiums • Educated customers on specifics of current and any future policies. • Engaged to other departments in case of policy closure, cash surrender on policy and any upper level escalated matters.--

Universidad Catolica Santa Maria La Antigua 08/2007 - 08/2012
Panama City , , Panama
Degree: Bachelor's Degree
Major:Industrial Engineering
Industrial engineers work to eliminate waste of time, money, materials, man-hours, machine time, energy and other resources that do not generate value.