Gerald Romero Email & Phone Number

Escazú, San José, Costa Rica

►Manage intake and approval and set up of T-Mobile Special Business Reviews (SBR)►Analyze 10DLC and Short code compliance►Work closely with entreprises to understand their measures of success and identify areas for improvement►Monitor success KPIs ►Process Compliance/Vetting and SBR Special Requests►Maintain product expertise by keeping abreast of technologies as they apply to Syniverse products and services

Escazú, San José, Costa Rica

· Manager of 25 drivers·Provide support to the drivers through phone and chat· Track truckloads in a timely fashion by communicating with drivers.· Manage drivers' home time and productivity.· Maintain accurate dispatch within the system (TMS).· Ensure the driver has all paperwork and load info necessary to complete their load satisfying both customer expectations and HOS regulations.· Communicating with drivers, brokers, co-workers, and potential customers to help foster existing relationships and build new ones.· Receive and dispatch orders for products or deliveries.· Monitor the route and status of trucks to coordinate and prioritize their schedule.· Be a continual source of real-time info about orders, traffic, obstacles, and requirements.· Monitor Drivers’ available hours of service and adjust dispatch instructions accordingly.· Maintaining records of dispatched calls, driver routes, route changes, as well as delivery and pickup times.· Prepare dispatch documents, as well as generate freight bills and invoices.· Handles accessorial requests. · Promote safety, compliance, and productivity as a coach, counselor, and mentor.· Be a team player aiding operations and other departments as needed.

Heredia, Costa Rica

► Provide one on one conversations to apply PAL Coaching techniques, oriented to review the direct report's needs and development, set expectations, raise concerns, apply the self-discovery approach, and provide feedback applying the PAL direct model.►Create delivery and file: Disciplinary Actions, PIP (Performance Improvement Plan), Performance Appraisals, and Schedule Changes.►Develop objectives and goals for the team.►Lead team meetings.►Review the Key Performance Indicators reports of the team.►Analyze the data generated by metrics to establish an action plan to improve agents' performance to accomplish established objectives and present them to the direct supervisor►Monitoring agents and document the behaviors detected during the interactions with the clients and provide appropriate feedback during PEP sessions or when considered necessary.Check for equity mistakes in the TAG report to ensure correct payment of hours worked by the agents.►Submit requests from agents such as vacations, schedule changes,justification for absences, and overtime reports►Ensure all agents have their tools working properly.►Review TAG report (absences, vacations, LOA) and report to payroll any discrepancy.►Prepare reports for different departments or upper management►Plan with Quality the necessary strategies to reach the metrics andreduces Business Intent and Procedural errors.►To perform any other tasks, duties, or services requested by his / her immediate superior.

Heredia, Costa Rica

Provide feasible solutions for clients who have difficulties paying their balances and monthly payments on their credit cards, helping them to bring their accounts up to date through the creation of payment plans or offers adapted to the customer's needs. Create connections with customers and assist them in application processes.Identify and solve online issues

Heredia, Costa Rica

Customer Service through the phone. Take payments, make reports of fraud, send cards, balance transfers, and upgrade products.Submit requests to waive charges.Update databases.

Licenciatura, Marketing

English Program For International Comunication