SME of the process. Process documentation and overall team trainning. Queries administration. Provide global suppor to internal and external users regarding the three different Systems.I’ve played a key role on this process devolopment since the start which have included system migrations, deployments, implementations, trainning, etc.Creation of monthly volume reports.Key contact for 2nd and 3rd support level teams.

In charge of providing support and personalized customer service in three different process: Employee Reimbursments; Accounts Receivables and TSG Collaboratory. Accounts Receivables: Provided: Tech Support ‘s order status, helping getting customer credits request and providing invoice/receipt copies as well. Help customer in any issue or problem they may have. Providing Miscellaneous Invoice’s status.Employee Reimbursments: Provide assistance to the employee in regards to the TRAMS system. Assist employees to create/submit reports; escalating issues by loggin cases in regards to TRAMS issues. Employee Reimbursment: SME of the process. Provide assistance to the employee in regards to the TRAMS system. Assist employees to create/submit reports; escalating issues by loggin cases in regards to TRAMS issues. TSG Collaboratory: Provide assistance to employees related to the Collaboratory tool regarding Marketing Campaigns and its functionality.