Ana Cecilia Hernandez Garcia

Organized, Scrubbed and Imported Data from other business systems into ZenDesk, Verified veracity of all system data, reviewed System Outputs for errors., Compiled, tracked and shared all Customer Success Metrics for CS & Support Teams, Identified areas of Process improvement and implemented process change with business managers to discuss business objectives., Led and coordinated the implementation of new Customer Service processes in ZenDesk, Troubleshoot ZenDesk and process issues, and implemented improvements, Maintained and updated all process and procedure policies., Facilitate teams to critically review current processes for effectiveness, quality and simplification., Led training programs on ZenDesk and data entry processes., Monitor and measure the benefits of post process implementation to ensure product quality, efficiency, and improvement., Develop process workflow and design in compliance with regulatory requirements (SOC2), Maintain and update all the process related reports for reference purposes.

Provided Leadership reports by pulling from company systems (Accounting, Customer Success, Sales and Engineering) and presenting in desired format, Gathered, organized and modeled data to assist management in making key decisions., Managed and maintained file system covering expenses reports and support documentation., Assist with day-to-day operations facility including scheduling and customer service., Understand key performance indicators and usage to drive results through company-driven processes.

Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns, Provide primary customer support to internal and external customers., Collected customers feedback and made process changed to exceed customer satisfaction goals, Boosted customer experience by delivering superior customer service, issue resolution., Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions., Cultivate customer loyalty promoted repeat customer and improve sales, Answered customer telephone calls promptly to avoid on hold wait times, Provide primary customer support to internal and external customers.

Monitored accounts for compliance with established payment plans and flagged non – compliances., Collected funds from delinquent customers and minimized loss., Collected past due accounts., Identified and analyzed rejection patterns, partial denials and denials from third parties to improve existing processes., Reached out to approximately 80 to 100 account holders daily.