Jafeth Villalobos Email & Phone Number

San José, Costa Rica

Costa Rica

Services Operations SupportProcess all incoming Statements of WorkSupport the setup and closeout of all projectsProject set up in PSA toolComplete invoicing for upfront payments, milestone billing, and final billingsPrepare quotations and ordering for all tools/hardware associated with services projectsEnsure consistent and high quality handoff to Scheduling team by maintaining clear communication and accuracy of detail project information3rd Party Vendor Funding Program SupportCoordinate and manage all 3rd party vendor funding programsEnsure 3rd party funding milestones and requirements are met to redeem fundingDrive 3rd party funding opportunities within salesContinue to learn and build extensive knowledge of 3rd party funding programsActively participate in functional and non-functional training as directedMeet work standards by following production, productivity, quality, and customer-service standards; identify work process improvementsManages the general quality of the work for the Services team and recommends improvements within area of responsibilityClose attention to data, in order to pinpoint areas of improvement, while seeking information to maintain or even improve current processesEnhance department and organization reputation by performing assigned duties to the best of abilityAssist with financial reportingEnhance and run communication between team members to capture, track, and address evolving project needsHandle conflicting requests and needs from multiple teams (sales, clients, leadership, delivery teams, project managers)Accurately collect and track data and create reports to meet the drive towards continuous improvementLead or support Service Operations Process Improvement InitiativesSupport the development and operations of the Renewal Desk

Reporting of SLAs, CSL, KPIs, Attendance, Metrics.Creation of insights, reports, forecasting, dashboards and ad-hocs projects to reflect the current financial operation progress both OTC & P2P on a B2B related field.Updates on current DTP procedures and creation for new processes and it's DTPs.

Daily and Monthly reporting of SLAs, CSL, KPIs, Attendance, Metrics.Creation of insights, reports, forecasting, dashboards and ad-hocs projects to reflect the current financial operation progress both OTC & P2P on a B2B related field.Updates on current DTP procedures.Data Governance

Perform Quality Analyst to the Credit Management process in a B2B field. Provide coaching, raise privacy incidents, escalations.Process improvement and increase on quality performance for the teams creating educational content.

Validate, process and analyze Credit Limit increases and Credit requests from customers on their accounts using bank statements, financial results, spending patterns and balance sheets to validate the KPI for a line of credit.

Provide the best customer service support in the world following the Amazon standards performing incoming and outbound calls to follow up with customers concerns regarding issues with orders placed on the system, tracking issues, shipment problems and furthermore with refunds, transactions and educating customers on how to use our system.

Contact customers which were on a past due status with their loans, in order to create payment arrangements to clear the amount borrowed to them. It includes following up with customer who filled bankruptcy, Debt consolidations companies and more collections processes through email, calls, text messages, correspondence and any other mean to complete the collection process for the debt with the best customer service possible following the US Federal and each state law.Development of DTPs for the collection process and practices.

Provide customer service information regarding bank accounts (Credit cards and checking accounts) for customers who were detected as possible identity theft, transactions fraud charges, disputes, paychecks issues, taxes and investigations clearing any concern that the anti-fraud & AML systems might have triggered on their accounts, using multiple verification methods and analysis.

Data Analysis, Data Processing And Data Processing Technology/Technician

Bachelor Of Business Administration - Bba, Business Administration And Management, General

Bachelor Of Engineering - Be, Systems Engineering