Recently integrated to Mastercard Global Customer Care team.-Leading the operations and technical support teams providing b2b support to the Arcus real time payments network in Mexico.-Bill payments-Cash in and Cash out Network-SPEI

Coordinated Arcus legacy customer success divisionKey Responsabilities:-Coordinated operations and Technical support teams to achieve set goals for each quarter-Ensured contracts SLA compliance-Administered configuration of support projects on Jira-Handled client and account manager escalations-Created corrective plans to optimize client operations- Responsible of team training and hiring

Former member of the customer success engineering team Key Responsabilities:-Assisted US clients in the integration process of our US financial solutions-Monitored daily operations flow and errors-Escalated technical issues to providers and billers-Provided feedback to product team

Former member of technical support team at Fleet completeTasks Performed:-GPS Hardware Troubleshooting-Fleet Complete software support and guidance-ELD Compliance

Former Remote Desktop Resolution Analyst for Tech Mahindra Tasks Performed: -Software Repairs and Installations -Windows OS Support -Windows Updates & patching - Driver installations -SCCM Troubleshooting -Printer support

Former helpdesk member of the US based account AETNATasks Performed:-Account management-Windows OS Support-Aetna Proppietary software support-VOIP Support-VPN Support-Outage Reporting

Former member of local IT support for Compucom MexicoTasks performed:-Corrective and preventive maintenance to 500+ devices in Mexico City HQ-Assembly of new workstations-Hardware repairs -Specialized software installation-SCCM management-Corporate Cellphones procurement and management-Site's network troubleshooting -Coordinated ticket assignation to coworkers

Former helpdesk member for several US and CAN contracts in Compucom (Merck, Ceridian)Tasks Performed:-Account management-Windows OS Support-VOIP Support-VPN Support-Outage Reporting-Incident Coordination and SLA compliance-KBA creation and maintenance

-Customer SupportAs a customer support rep; I provided assistance over the phone to customers in need of making a money transfer via phone, web or using the mobile app* Customers were based in USA, CAN, MEX mostly.Also helped them make corrections to existing transfers and provided Status updates.-Agent supportAs an agent support specialist; I provided assistance to On site Western Agents Experiencing issues with the mainframe or the POS machines, also assisted them in correcting transfers, shipped supplies to them when needed and scheduled technician visits.

Member of the support team for the Bancomer Web portalAssisted Mexican and foreign bank customers with issues regarding the online banking portal.

Member of the sales QA teamSales made over the phone, were ​thoroughly​ verified to ensure the meet QA compliance rules in order to be approved and processed for completion.