Jorge David Mora Miranda Email & Phone Number

Costa Rica

Heredia, Costa Rica

At the time of me writing this (June, 2024), Broadcom’s acquisition over VMware has been completed and Broadcom is in the process of laying off all VMware personnel in the countries that do not have Broadcom facilities already (Costa Rica is one of these countries). This been the main reason I am actively searching for a new position at a new company. Main responsibilities for this position are to promptly address and resolve SaaS (Software as a Service) billing inquires and disputes on invoices from VMware’s customers. Billing inquiries mostly consist of providing invoices to customers that request them, in order to issue payment on them. On the other hand, invoice disputes could be classified as pre-invoicing (customer has not been officially invoiced) and post-invoicing (invoice was already issued to customer). A thoroughly research and study of signed documentation between both parties is required in order to determinate if the dispute is valid in favor of the customer. Mostly this documentation is comprised of the contract signed by both parties, although other documentation could be relevant (such as contract addendums). All findings are presented to stakeholders (revenue department and business units) who have the final say in approving or rejecting the billing dispute. If approved, the output of process is a Credit Memo that amends customer’s dispute; this Credit Memo is performed using SAP. Change requests could also be revised, which mostly include requests for change billing address, company name, etc. The daily tools used to perform said duties are SAP Fiori, SAP Billing and Revenue Innovation Management (BRIM), Cloud Service Portal (CSP), Jira ticketing system and Salesforce CRM.

Belén, Heredia, Costa Rica

During my tenure at Align I assisted in performing collection duties on overdue invoices from accounts customers that were past due. For this role, since I was in auto-inbound calls, I answered customer inquires on their respective accounts. Customers for these inbound calls usually belong to other coworker’s portfolios, so documentation on the account about what was done was very important. These logs on the accounts were performed in Salesforce CRM for each account. There were also outbound call duties that were expected to be performed such as placing calls (and send emails) in order to collect on account’s overdue invoices that belong to my actual portfolio or to address issues with the account (such incorrect billing address, etc.). I also had to be on the look-out for suspicious activity and, if I found any, report to Compliance and upper management. Thus, briefly summarized, my main responsibilities included management and collecting of the assigned portfolio of overdue accounts, performing collection duties based on the action delivered by upper management (and my own criteria as well), document all collections efforts made on the account and provide prompt assistance and information to other related departments (financial analysts, external collections agencies, etc.).

Heredia, Costa Rica

As a Client Services Associate II:I diagnosed and provided resolution to issues related to customers credit reports and billing and account maintenance/management. Plus, file procurement, credit report rundown, pricing on said credit reports, intranet access requests by customer and compliance regulations. Issues were classified as requests which, depending on the issue itself, needed to be rerouted to the appropriate internal departments to ensure proper resolution of said request/issue. Whenever Customer’s request/issue did pertain to my role, I usually had to provide a general overview of Experian’s credit reports and how to access them to end users so that they can effectively use Experian tools and understand Experian’s credit reports. The most used software for this position was Salesforce CRM. As a Smart Automation (RPA) Developer: At the time, I wrote some of the code required in the development of a new BOT. This BOT had to go over a customer’s profile in Salesforce Lightning CRF and pull data and documentation from it, depending on the request itself. For example: the BOT had to go over any given customer’s profile and pull the most recent credit reports available to said customer. Then the BOT had to send these documents via email to whoever placed the request to the BOT. Therefore, I performed the tests required in the development of the said BOT. Python programming language was the language used in the development of the BOT, Automation Anywhere software was also used in BOT’s development alongside Visual Studio Code. This role demanded the ability to understand and assist in applying input about the BOTs functioning (i.e. recommendations on how the BOT should go over Salesforce to procure the required information from other team members and users) and translate that input into tasks to be performed by the BOT. Thus, I engaged in assertively communicating testing activities and findings about the BOT been develop during my tenure at Experian.

Costa Rica

My role for this position was as that of a presales network-device infrastructure proposal coordinator. In other words, I assumed ownership of the lifecycle of network implementations requested by AT&Ts customers. These requests were received through tickets via the Jira project management software. Detailed information of customer’s request was usually found in the Salesforce CRM software (classic version); otherwise, meetings were scheduled in order to grasp the actual request. Staging involved the creation of design documents based on pre-sales solutions regarding the network environment implementation requested by AT&T’s customers. These staging documents were based on AT&T’s policies for invoicing, quoting, bill of materials (BOM) and addendums. Customer’s request usually fell within the following: refresh of network devices (due to the current ones reaching end-of-life/end-of-support) or new network devices. After meetings with the requesters in order to adjust the solution proposed to customer, the main output document was Statement of Work. Statements of Work include the following: hardware costs (meaning network devices such as routers, switches, firewalls, access point, etc.) and labor hours cost (mostly for cabling and physical installation of said devices). The final proposal was then presented on behalf of AT&T to AT&T’s customer who raised the request and they (customer) had the final say in regards to whether the proposal was a-go or not.

Costa Rica

I received and fulfilled WNS’ Universal Music customers requests for goods such as requests for licensed music, either in digital format (such as MP3 and FLAC files) and/or physical format (such as CDs and DVDs) for events like concerts and the like. In detail, I documented, fulfilled (or scheduled to fulfill) and invoiced WNS’ Universal Music customers’ orders for my portfolio. My portfolio was comprised at the time by Argentina and Chile customers. The software-based tools used at this position were AS400 accounting software and Microsoft Suite (Excel, Outlook, Word, etc.). I forwarded open invoices to the customers in my portfolio and lastly, I processed customer’s payment in AS400 the general ledger.

Heredia, Costa Rica

I was responsible for contacting APL’s customers from a given portfolio of customers, in order to attempt to collect outstanding accounts. This while maintaining trustful relationships between both parties. APL’s customer portfolio was comprised at the time of other businesses/corporations such as DHL, Hapag-Lloyd, etc. I investigated historical data from outstanding bills, contacted APL’s customer in my portfolio, either by email or outbound call, to collect on overdue payments. I processed payments for the outstandings, updated account status and records based on payments. Lastly, I reported on collection activity performed on the account. Most of these tasks were performed using AS400 and advanced Microsoft Excel features.

Costa Rica

Collections Agent for the COMCAST account.

Costa Rica