Javier Romero Email and Phone Number

- Managing the end-to-end implementation of HealthSpace SaaS products in collaboration with internal resources and clients, ensuring successful delivery of projects within scope and budget - Responsible for all onboarding process tasks including preparing project plan and documentations, project meetings and communication, system support and user training documents, and system configurations - Working with leadership team on preparing gap analysis and refining processes to reduce… Show more - Managing the end-to-end implementation of HealthSpace SaaS products in collaboration with internal resources and clients, ensuring successful delivery of projects within scope and budget - Responsible for all onboarding process tasks including preparing project plan and documentations, project meetings and communication, system support and user training documents, and system configurations - Working with leadership team on preparing gap analysis and refining processes to reduce project delivery time, improve operational processes, and develop efficient customer onboarding procedures Show less

• Ownership of the post-sale relationship, supporting new clients through onboarding with a focus on retention• Assist 15-20 clients on a monthly basis during the onboarding stage while ensuring they fall in love with REW products, by building long-term relationships and providing a best-in-class client experience.• Identify upsell, cross-sell and expansion opportunities (ei. Custom design and programming hours, additional concierge services, SEO, PPC Advertising, etc) while building… Show more • Ownership of the post-sale relationship, supporting new clients through onboarding with a focus on retention• Assist 15-20 clients on a monthly basis during the onboarding stage while ensuring they fall in love with REW products, by building long-term relationships and providing a best-in-class client experience.• Identify upsell, cross-sell and expansion opportunities (ei. Custom design and programming hours, additional concierge services, SEO, PPC Advertising, etc) while building their Real Estate websites.• Educate my clients on how to navigate the dashboard and perform specific tasks in the backend of their site by conducting product demos through video calls as well as providing them with the right tutorials and training material throughout the 30 days of onboarding• Focus on customer loyalty by making sure all their inquires have been addressed so they feel confident on taking their websites to live.• Proactively create and escalate tickets to our Support Team regarding any troubleshooting errors that occur during the onboarding process (ei. Site installs, transfer of content for existing clients, inaccuracy with the IDX listings, broken pages, among others).• Work closely with the Account Managers to keep them updated with the projects progress for both new and upgrade clients.• Collaborate with other departments, including Product Development, Sales, IDX (MLS), and management to ensure customer satisfaction overall. Show less

• Provide Tier One support to our payees on issues and requests via phone, email, and chat.• Answer customer inquiries regarding our products/services, accounts’ sign-ups, online transactions, and balance inquires with a focus on First Contact Resolution.• Document responses and logs into tech support while following due diligence procedures when dealing with Password resets, IP Locks, frozen accounts and verifying transactions on cards that have been compromised. • Tracks the… Show more • Provide Tier One support to our payees on issues and requests via phone, email, and chat.• Answer customer inquiries regarding our products/services, accounts’ sign-ups, online transactions, and balance inquires with a focus on First Contact Resolution.• Document responses and logs into tech support while following due diligence procedures when dealing with Password resets, IP Locks, frozen accounts and verifying transactions on cards that have been compromised. • Tracks the status of prepaid cards that have been compromised due to suspicious activity and follows up on any failures such as card loads stuck, bank transfers rejections and tracing issues.• Actively contributor on Team projects to enhance the work- flow within the contact center (reorganized the structure of various Email Templates to be implemented on OTRS in order to improve the customer experience overall• Request and review valid Government ID from customers as necessary before submitting it to our designated departments for a final verification.• Liaise with our Risk, Payment-OPS and Production Support departments in response to Risk investigation, trace requests and troubleshooting technical issues using tools such as FIS, OTRS, JIRAS and encrypted Kleopatra platforms.• Strong awareness of AML-CTF regulations by identifying and reporting unusual transaction/behavior activities to our Risk-Fraud and Compliance departments• Trained in continual assessments related to Money Laundering, Risk and Terrorist Financing to ensure compliance standards on daily financial transactions are met Show less

• Assisting clients with their finances and banking transactions on a daily basis• Identifying sale opportunities from daily interactions while providing customized solutions to clients that best suits their needs• Educate customers about products and services as well as encourage them to use alternative channels to carry their day to day banking in a more convenient and efficient manner (ATM and EasyWebBanking).•Ensures due dilligence procedures (Knowing Your Customer) while… Show more • Assisting clients with their finances and banking transactions on a daily basis• Identifying sale opportunities from daily interactions while providing customized solutions to clients that best suits their needs• Educate customers about products and services as well as encourage them to use alternative channels to carry their day to day banking in a more convenient and efficient manner (ATM and EasyWebBanking).•Ensures due dilligence procedures (Knowing Your Customer) while performing every single transaction•Able to handle large cash transactions and balancing at the end of the day meeting compliance proceduresIn summary, in addition to meeting quarterly goals at TD, the main goal is to provide Legendary service and advice in order to create memorable experiences among customers. That's how simply it is to identify potential opportunities that helps our clients to save and earn time and money. Show less

As an Intern I had the opportunity to pitch story ideas, performing multiple tasks within the assignment desk including answering phone calls, monitoring newscasts and transcribing interviews.In addition, I collaborated within the sports department, selecting shots for highlights for on-air shows. My ability to speak spanish fluently, gave me the opportunity to interview the Whitecaps FC Captain - Pedro Morales - during a practice session at BC Place stadiumI would also go outside… Show more As an Intern I had the opportunity to pitch story ideas, performing multiple tasks within the assignment desk including answering phone calls, monitoring newscasts and transcribing interviews.In addition, I collaborated within the sports department, selecting shots for highlights for on-air shows. My ability to speak spanish fluently, gave me the opportunity to interview the Whitecaps FC Captain - Pedro Morales - during a practice session at BC Place stadiumI would also go outside with reporters and camera operators, while conducting streeter interviewsInterning at CTV was a pleasant experience, where I enhanced valuable skills in the industry at an entry-level. Show less