Eric Gonzalez Email & Phone Number

Panama

Panama

- Responsible for leading a Team of 50 that provides front line customer service and support to Collections partners.- Execution of strategies to improve electronic billing adoption (EID) from 77% in 2017 to over 91% in 2023 with savings of $1.9M.- Implementation of action plans and strategic communication to increase Engagement Scores from 67.6% to 79.1% to 93.9% (2021-2022-2023).- Work with different vendors and internal Teams to introduce new technologies (A.I., automation, virtual credit card processing, email integration) to successfully integrate them into a Finance environment.- Support automation and continuous improvement initiatives by providing cross-departmental support and leading Teams to test, measure, and present project proposals.- Responsible for several C.I. and automation projects within the Billing and Collections Departments to optimize our operation and focus our resources on what matters most, while improving customer experience and service levels.- I successfully transitioned the Billing Team to a Work from Home environment since 2020 with no impact to SLA and found capacity through C.I. and resource management to support our partners and customers while reducing HC by 10%.- Created a system to measure Team Member productivity to understand expected output across different tasks. - Gained capacity equivalent to 4.5 FTEs by implementing automation and C.I. in processes for Web Billing, Credit Card Processing, and optimizing Email Responses.- Supported the development of several Supervisors within Billing and other areas of the Organization as mentor and through internal Leader development programs.- Earlier in my role, I was responsible for strengthening relationships with Sales Partners to increase sales in the International Market by making credit assessments for customers in a way that would potentiate purchases while maintaining a healthy portfolio ($15M).

Panama City

2012 - present: E-commerce / E-tailer. Sales and distribution.2003 - 2012:(Two retail stores dealing with entertainment products, collectibles, clothing and accessories).* Digital market positioning, marketing strategies, customer acquisition and retention strategies.* Sales and pricing strategies.* Purchasing - local and international vendors from North and South America, Asia, Europe.* Financial statements, accounting.* Human resource management, recruiting, training.

Panama

Marketing and Advertising Agency (BTL and ATL).* Financial analysis and preparation of financial statements.* Sales pipelines and sales strategy.* Projects: budgeting, cost analysis, cash flow, profit margins.* Company cash flow analysis.* Accounting: entries, reports and statements.* Human Resources: contracts, payroll, project hiring.* Accounts Receivable and Accounts Payable.* Supplier management.* Customer contracts.

Century Tower, Panama City, Panama.

*Identifying investment opportunities, risk analysis.*Preparation of Financial Statements, accounting.*Collections, portfolio management, customer relationship.*Customer contracts, reports to APC (Asociación Panameña de Crédito) and Superintendencia de Bancos.

Panamá, Panama

Responsible for results in the areas of:*Finance and Accounting – Preparation of Financial Statements to the Regional Director.*Budgeting and cash flow analysis.*Public Procurement and Bidding Process - Preparation of all documentation, cost analysis, performance bonds.*Sales strategies - for retail, commercial and industrial markets.*Branch operations - location, space assessment, vendor management, inventory levels.*On-Site Project Supervision - customer requirements, product storage and rotation, progress, P&L.*Collections - portfolio of $1M+, aging, negotiations, Government collections.*Purchasing - vendor management, contractors.*Marketing Strategy - Promotion and positioning strategies supporting the Regional Marketing Manager. BTL and ATL strategies.*Distribution Center - production and distribution, inventory management, branch supply.*Human Resources - payroll, hiring, training, contracts.

Master Of Arts (M.A.), Marketing, Magna Cum Laude

Activities and Societies: Best Business Plan Award - 2002Maestría en Mercadeo. Maestría en Gerencia. (double mayor)

Bachelor Of Arts (B.A.), Finanzas., Cum Laude