Erik Osorio, Ccxp Email & Phone Number

Saint Petersburg, Fl, Us

St Petersburg, Florida, United States

St Petersburg, Florida, United States

Responsible for overseeing the Data Solution products (Ethos Analytics/Tableau) Tier 1 and Tier 2 remote support teams as well as overall performance metrics through the development of KPI's. Improved efficiencies by leveraging managerial tools such as Workday, Teams and ServiceNOW to ensure an excellent client experience through service model changes . Worked on digital loyalty programs for large clients such the Washington Nationals baseball club. Collaborated with developers and data… Show more Responsible for overseeing the Data Solution products (Ethos Analytics/Tableau) Tier 1 and Tier 2 remote support teams as well as overall performance metrics through the development of KPI's. Improved efficiencies by leveraging managerial tools such as Workday, Teams and ServiceNOW to ensure an excellent client experience through service model changes . Worked on digital loyalty programs for large clients such the Washington Nationals baseball club. Collaborated with developers and data scientists to successfully onboard and support data licensing for header files, merchant files, anonymized data and synthetic data clients. Partnered with third party vendors to deliver SaaS tax and marketing products to financial institutions in need of growth and KPIs tracking. Show less

Responsible for overseeing the operations management of Data Solutions SaaS products for the remote Tier 1 support team and overall performance metrics through the development and tracking of KPIs. Also responsible of managing a specialized team of Relationship Managers for Data Licensing products (Anonymized, Merchant and Synthetic) with vendors and clients. Interviewed and hired associates who possess the core competencies of the position to strengthen the department and mitigate turnover.

St Petersburg, Florida, United States

Led and supported an elite specialized Client Relations support team, tasked with providing an excellent client experience and support to the most complex and biggest profile bank and credit union clients for our credit card enterprise software (BASE2000 and TBS), as well as related value added products, such as Fraud, Marketing, Data Warehouse services to ensure mutual success of target goals.

St Petersburg, Florida, United States

Responsible for most complex business and systems process analysis, design, and simulation. Providing the highest level understanding of FIS' business systems and industry requirements. Focused on process analysis and re-engineering, with an understanding of technical problems and solutions as they relate to the current and future business environment. Created process change by integrating new processes with existing ones and communicating these changes to impacted organizations. Recommend and… Show more Responsible for most complex business and systems process analysis, design, and simulation. Providing the highest level understanding of FIS' business systems and industry requirements. Focused on process analysis and re-engineering, with an understanding of technical problems and solutions as they relate to the current and future business environment. Created process change by integrating new processes with existing ones and communicating these changes to impacted organizations. Recommend and facilitate quality improvement efforts for various departments as part of the company's 'Center of Excellence'. Show less

St Petersburg, Florida, United States

Promoted internally in the Client Relations TBS community banking side as the manager of a team of 7 Client Relations representatives. I manage the service side of the client relationship including escalations, effective oversight of client project and implementations, execution of account plan activities, building of relationships with client contacts and management of the client loyalty process. Demonstrated financial management and revenue achievement of an assigned territory through use of… Show more Promoted internally in the Client Relations TBS community banking side as the manager of a team of 7 Client Relations representatives. I manage the service side of the client relationship including escalations, effective oversight of client project and implementations, execution of account plan activities, building of relationships with client contacts and management of the client loyalty process. Demonstrated financial management and revenue achievement of an assigned territory through use of appropriate tools to track accounts receivable, sales, calculate service level credits and billing. Show less

St Petersburg, Florida, United States

Promoted internally to the Specialized Client Relations team which dealt with managing the biggest and most complex clients that FIS has to offer. Handle complex calls/ solutions that require analysis and research. Work on multiple projects as a project leader or frequently as the subject matter expert. Works on projects/issues of medium to high complexity that require demonstrated knowledge across multiple FIS Products. Coached and mentored more junior staff. Worked under minimal supervision… Show more Promoted internally to the Specialized Client Relations team which dealt with managing the biggest and most complex clients that FIS has to offer. Handle complex calls/ solutions that require analysis and research. Work on multiple projects as a project leader or frequently as the subject matter expert. Works on projects/issues of medium to high complexity that require demonstrated knowledge across multiple FIS Products. Coached and mentored more junior staff. Worked under minimal supervision on complex projects and value added product sales. Wide latitude for independent judgment. Show less

St Petersburg, Florida, United States

Administers the necessary product requirements to maintain consistent account control of clients that use FIS software products and added value product sales. Ensured that the quality and utilization of FIS software products satisfied client needs.

St Petersburg, Florida, United States

In charge of reviewing and auditing the Product Support department to ensure quality standards are being met. Prepared detailed reports of findings and provided monthly reports to management to use in evaluating individual performance and training purposes. Delivered quality feedback to associates and management, while maintaining expertise in areas of responsibility.

St Petersburg, Florida, United States

First joined FIS as an entry level professional and worked closely with administrative and reporting duties for marketing/loyalty products such as Letterchecks, Statement Checks, Scorecard and FastTrack.

Clearwater, Florida, United States

Demonstrated capacity to provide comprehensive support for business and staff including recruitment, conflict resolution, training, corporate event planning and designed company intranet for the call center.

Bachelor'S Degree, Bachelor Of Science In Business Administration

Warrington College of Business Administration - Major in General Business

Associate Of Arts - Aa, Business Administration And Management, General