Manny Barrera Email & Phone Number

United States

• Diagnose and resolve network connectivity issues, including DHCP/STATIC/IPV4 configurations, ensuring seamless communication between the cabinets and external systems.
• Address power outage irregularities promptly, implementing solutions to maintain uninterrupted operation of the cabinets as long as possible.
• Investigate and troubleshoot SYNC errors between cabinets and their associated databases, utilizing advanced troubleshooting techniques to restore data synchronization.
• Execute software upgrades, DB corrections, and edits utilizing SQL protocols, overseeing the seamless integration of updates to enhance cabinet functionality and performance.
• Facilitate seamless integrations with clients' Patient Management Software (PMS) and Prescription Monitoring Program (PMP), ensuring compatibility and efficient data exchange.
• Utilize advanced technical knowledge to diagnose and resolve complex issues promptly, maintaining client satisfaction and minimizing downtime.

United States

• Provide exceptional customer service to veterinarians and dentists utilizing our medical cabinets for drug and item storage.
• Assist clients with inquiries regarding cabinet features, functionality, and maintenance procedures.
• Coordinate cabinet installations and troubleshoot any basic technical issues that may arise during setup or thereafter.
• Act as a liaison between clients and internal teams to ensure smooth communication and resolution of any concerns.
• Educate clients on best practices for organizing and utilizing the cabinet to optimize workflow efficiency.
• Collaborate with the technical support team to escalate and resolve complex technical issues beyond basic troubleshooting.

Mexico

• Oversee Customer Success Specialists, Customer Success Managers, Renewal Managers
• Monitor inbound and outbound calls, emails, and meetings against our company’s standards of performance. This may include assessing Associates’ demeanor, technical accuracy, customer service performance, and conformity.
• Compile and track performance.
• Provide actionable data and feedback to call center coaches and managers as well as to various internal support groups, as requested.
• Participates in calibration sessions on an ongoing basis.
• Make recommendations for enhancements to training, processes, or other areas to improve performance, remove customer effort, and enhance the overall employees’ and customers’ experience.

Mexico

• Drive product and services adoption/utilization through proactive customer interactions.
• Respond to customer inquiries regarding product functionality or system issues.
• Work directly with customers to troubleshoot, research, and resolve questions and issues within our products
• Build trusted, consultative relationships with customers to engage them in developing and executing collaborative implementation plans that ensure onboarding, training, and awareness-building activities for their.
• Assist in client training and education
• Discover, analyze, and work on areas of opportunity in the customer success specialists team.

Nogales, Sonora, Mexico

Refer to Sutherland

Refer to Sutherland

Nogales, Sonora, Mexico

• Hiring, training, coaching, and leading call center agents and staff.
• Leading team meetings, asking questions to better understand the calls agents arereceiving, educating, and coaching workers regarding processes and best practices,and explaining expectations to employees.
• Assisting other management team members in identifying trends and establishingcall center goals.
• Preparing reports and analyzing call center data to improve processes, ensureresources are properly allocated, maximize efficiency, and customer satisfaction.
• Authorizing new purchases, replacements, or refunds.
• Taking on other tasks or projects to support employees, other managers, and call center operations.

Nogales, Sonora, Mexico

As a certified electrician in the US, I led a team of 7 as we worked on residential, commercial, and industrial. This included solar and wind. With satisfied clients such as Maval, Ferromex, Volkswagen, Telcel, and many more we are off to an extremely great start. I would train and coach our apprentices and experienced staff. I took care of scheduling.

Nogales, Sonora, Mexico

• Managed 30-50 agents at a time.
• Audit and monitor live and recorded calls.
• Had screen recording enabled and rotated for bottom performers and developedSMART plans.
• Building up a team and choosing the right agent to train as QAs.
• Motivating the team and taking informative quick decisions
• Setting up goals and objectives for QA

Nogales, Sonora, Mexico

Refer to RDI

Tempe, Arizona, United States

Worked with a team of 10 outbound agents. We would track certain individuals using LexisNexis with past due amounts through data mining software. Our goal was to attempt to settle past due amounts on the spot or set up automatic payment plans. Assisted with escalated phone calls to resolve any doubts or concerns that may have arisen throughout the process..

Tempe, Arizona, United States

Cold and warm outbound calls. Build rapport, gain trust, and understand our potential customer's goals and struggles and match them with the best product we handled that would meet their requirements.