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erika
Customer Support Lead Management Agent
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Competencies
Experiencia demostrada en Communication Skills.
Experiencia demostrada en Networking Skills.
Experiencia demostrada en Issue Resolution.
Education
Languages
Summary
Customer Support Lead Management Agent buscando nuevas oportunidades
Experience
Commercial Executive (Americas)
Support the commercial team with daily sales and administrative activities.. Prepare and maintain sales reports, quotations, orders, invoices, and commercial documentation.. Coordinate with customers, suppliers, and internal departments to ensure timely order processing and follow-up.. Monitor sales orders, deliveries, inventory, and pending requests.. Assist Account Managers and Sales Representatives with customer follow-ups and commercial proposals.. Maintain accurate customer and product databases.. Prepare presentations, spreadsheets, and reports to support commercial decision-making.. Track sales performance, targets, and KPI ́s.. Coordinate meetings, appointments, and commercial activities.. Support the team in improving administrative and commercial processes.. Handle customer inquiries and ensure issues are followed through the resolution process.. Managed pre-sales and post-sales activities, conducted product demonstrations in the showroom, and ensured professional customer engagement and service protocols.
Scrum Master, Software Projects for Americas
Facilitated core Scrum Ceremonies (Sprint Planning, Daily Stand-ups, Sprint Reviews, Retrospectives) to ensure consistent, high-quality delivery cycles.. Enabled cross-functional teams to self-organize, improving collaboration, accountability, and sprint predictability.. Identified and removed blockers to keep teams on track.. Coached team members and stakeholders on Agile and Scrum best practices, fostering a culture of continuous improvement.. Facilitated effective communication between technical teams and stakeholders, ensuring clarity on priorities and deliverables.. Integrate AI Tools into project reporting and documentation.
Sr. Advisor, Intake Project Manager for Americas
Assigned intakes in the Americas Region, leading 25+ agents.. Led all aspects of project documentation, success criteria development, outcomes measurement, and successful project handoffs through effective communication (Power BI, Miro, Jira, Smartsheet).. Coordinated the use of appropriate tools and techniques to guarantee project progress and manage scope and schedule changes.. Participated in Regional meetings and led training processes.
Advisor, Project Management for Americas
Provided pre-sales and post-sales consultancy to help customers conduct business with Dell.. Owned the customer experience for all Product Quality reviews and escalations.. Managed and led multiple projects or programs concurrently.. Drove cross-functional projects and process improvements regarding collaboration and customer experience.. Interacted with multiple internal and external customers.
Senior Analyst – Retail / Small Business / Consumer Accounts
Reconciled order-level return deductions from retailers with receipts and return authorizations. Won a Platinum Award for reconciling more than $14M in open balances.. Validated distressed shipments and took action to close A/R immediately, including filing claims with Fulfillment/Logistics.. Created and maintained a scorecard of KPIs (Speed to Pay, Aged A/R, Invalid Deduction %) at account level.. Tracked all retail short payments and followed up until resolved.. Validated supporting documentation provided by retailers for marketing deductions.. Led AR calls with management and provided support to all segments (Retail, Small Business, Consumer Direct).. Led the claim with carrier project (estimated savings: $100K+).
Sales Support Analyst (Catalog Manager)
Improved Sales Process based on Premier Page coverage for the USA Healthcare CM Region.. Managed the 949 report that prevented NAK orders.. Provided technical support for internal tools (Premier, Premier Tools, B2B) for customers and sales teams.
Order Processing Analyst
Processed offline and online orders by verifying accurate information from multiple tools and coordinating with internal and external customers.
Metro PCS Trainer
Delivered training material to new recruits and managed HR responsibilities including the hiring process.. Prepared and improved employees' capabilities and skills through discussions, role playing, team exercises, and visual materials.. Managed the Agenda (tracking agent activities per trainer) and submitted weekly reports to the leadership team.
Metro PCS Team Leader / Sprint Nextel Agent
Enforced operational goals through coaching, monitoring, agent support, and escalation handling.. Delivered customer service, sales, and teamwork as a Sprint/Nextel Agent.