Luis Marcano-Serrano Email & Phone Number

Glasgow, Scotland, United Kingdom

• Review and proactively refine existing service processes and procedures to drive business forward.
• Assist the Customer where necessary with forms, communication with ICP's, banks, tax offices, accountants and other 3rd parties.
• Provide advice on payroll related matters to non-UK employers/employees as required, developing in-depth knowledge of specific countries (country champion).
• Provide 'out of country payroll office' services as required on behalf of designated customers, i.e. in situations where the customer does not want to deal directly with the ICP.
• Identify and escalate any issues threatening the successful fulfilment of a contract.
• Ensure compliance with all SD Worx policies for the maintenance of Data Protection, confidentiality, integrity and availability of information and to protect personal data for all customers and ICP's.

Glasgow City, Scotland, United Kingdom

• Optimized value with customers and constituents by developing and implementing profitable solutions to address expectations.
• Received and process calls from customers, served as the end to end point of contact to resolve customer issues with impeccable customer service.
• In charge of proving feedback on tickets.
• Responsible to coach agents and provide them with best practices.
• Took over chats/ phone calls/ email where a customer asks for a supervisor
• Kept the floor updated on the product/new procedures and updated/published Language macros.

Glasgow City, Scotland, United Kingdom

• Providing technical support for inbound customers seeking assistance during the launch of a three stars video game for PC platform and other gaming platforms.
• Carried research to troubleshoot customer technical problems.
• Escalated problems to Technical Support Representative Level 2 when the research didnot provide a solution.
• Helped team leader and technical specialists to develop trainings.
• Researched new resolutions for additional knowledge database. Ensured that clientescalation procedure was adhered to.

Brighton, United Kingdom

• Participated in the rehabilitation treatment of the patients with brain injury problems.
• Supported the patients to recover a more independent life, working side by side with different therapists.
• Carried out rehabilitative therapeutic interventions and helped in the modification of care plans
• Facilitated programs to assist clients with complex disabilities in daily living to attain their goals to maximize potential for independence
• Reported relevant observations of a client’s condition and document changes
• Helped manage equipment safety and inventory.

Málaga Area, Spain

• Conducted product research and sourced new suppliers and vendors.
• Sourced materials, goods, products, and services and negotiated the best or most cost-effective contracts and deals.
• Performed inventory inspections and reordering supplies and stock as necessary.
• Conducted market research to keep abreast of emerging trends and business opportunities.
• Inspected stock and reported any faulty items or inconsistencies immediately.
• Ensured all stock is packaged appropriately and delivered to the correct location in a timely manner.

Málaga Area, Spain

• Contacted clients in order to commercialize the company services.
• Managed client portfolios.
• Followed the strategies stipulated in the marketing plan.
• Coordinated logistics prioritizing types of services and deliveries.

Venezuela

• Provided specialist transactional and banking support and service to local and international private clients
• Ran client portfolios: International private banking, life insurance, retirement planning.
• Received and processed multi-channel, multi-currency requests, and proactively achieving personal and departmental targets
• Ensured all client interactions adhere to internal and external regulations and policies

Venezuela

• Billing – co-ordinate the AR Opex team to raise manual/automatic invoices batches, ensure interfaces are run, and invoices being mailed out daily.
• Apply cash against outstanding invoices, clear any customer queries and perform write- off/refunds/self-bill reconciliations in line with the policies.
• Ensure cash on account is cleared within current accounting period and all reporting is sent out weekly to plants.
• Maintain customer master file and ensure all set ups are completed accurately and timely ad in accordance with the policies.
• Ensure inter-company statements are issues within given timescale
• Ensure plant queries are dealt with in a prompt and comprehensive manner

Venezuela

• In charge of running credit portfolios (credit management and/or strategy management)
• Responsible for management of limit setting, authorizations & pre-delinquency in retail credit
• Worked knowledge of scoring, provisioning, and capital management
• Managed customer credit risk strategies for all Retail Banking portfolios and developed and delivered of effective Credit Risk strategies
• Ensured business is informed on Credit Risk performance
• Ensured timely payment of outstanding loan amount in line with pre-agreed repayment plan.

Master'S Degree, Business, Management, Marketing, And Related Support Services, Master'S In Business And Marketing

Bachelor Of Applied Science (B.A.Sc.), Economics, Bachelor'S Degree In Economics