Rafael Penso, Csm Email & Phone Number

St. Petersburg, Florida, Us

New York , San Fransisco, Hong Kong, Israel, London, India, Us

Assist in identifying and vetting startup and medium sized companies for potential investments. Attend lectures and networking events to develop business relationships in Venture Capital and Private Equity markets.

New York, New York, Us

• Collaborate with other members of oversight committee to maintain budget and risk standards for HR technology portfolio in North America. • Oversee governance and reporting for project in which 6 major Human Resource applications including ServiceNow and Workday are being migrated to new IPO in Mexico bank being created by Citi Bank.• Ensure features and controls for Workday such as Security, Talent Acquisition, Performance, Payroll and Compensation are implemented correctly for new company,• Collaborate with internal Workday team to configure security and business processes according to requirements set by Legal Vehicles. • Ensure weekly reports are created and delivered in a timely manner to appropriate stakeholders.• Manage and mitigate escalations for each individual project and collaborate with appropriate stakeholders to develop solutions.• Subject Matter Expert on Citi Bank’s internal project management tool and ensure documentation for this tool is maintained and accurate.• Ensure implementation of each application stays on track and meets expected delivery timeframes.

New York, New York, Us

Coordinate with vendor and internal team to onboard application which facilitates global relocation for Citi employees. This includes an internal vetting process with the PMO office and internal Citi security team.Provide daily support for the existing application, including coordinating the appropriate resources for troubleshooting and vetting of application to maintain Citi security standards and any financial security standards as needed. Provide support for technical team within PMO office for any projects that require additional resources depending on set milestones and established priorities by leadership teams.

Schaumburg, Illinois, Us

Coordinate internally between the client and multiple Paylocity subject matter experts. Facilitate the entry of previous payroll provider data. Perform quality assurance checks to ensure all setup work has been completed accurately, review reports, and support clients for initial processing of payroll. Maintain advanced level knowledge of Paylocity’s products and partnerships to ensure clients realize maximum benefit of our system. Research and resolve complex payroll issues to provide client satisfaction. Identify and document potential improvements to Paylocity procedures such as training, documentation, and system enhancements. Implemented and helped transition accounts with combined annual revenue of 400k

San Francisco, California, Us

Selected in the top 4% of applicants for a competitive Customer Success Fellowship offered to high potential individuals preparing for a CSM role in SaaSReviewed 100s of accounts to improve best practices for consulting and increasing revenue.-Built and refined scripts; meticulously recorded all activities in Gainsight• Rigorously trained in SVA’s methodology for CSMs250+ hours of classroom work and independent/group projects supervised by trainer and coaching team-SDR challenges: nurturing coachability through growth mindset approach; building strategies for empathizing and challenging prospects through questions; developing and practicing a natural, question-based call flow; writing actionable, clear, and empathetic emails; and strategically organizing daily tasks for effective results-EQ challenges: developing self-awareness, developing empathy, understanding multiple perspectives, sustaining motivation through obstacles, giving and receiving feedback, and implementing strategies for self-regulation, particularly through experiences of rejection in the workplace•Mentored 1:1 by a high-performing Sr. CSM at F5•Trained and tested on BDR workflow and sales tools, e.g. Salesforce and Gainsight

Jacksonville, Fl, Us

Oversee migration of ATM databases and install ATM terminals onsite for banks and credit unions and implement additional purchased FIS products.

Cincinnati, Us

Interviews Spanish-speaking applicants and recipients for public assistance benefits. Collaborate with different departments across the agency to ensure Spanish-speaking applicants receive all required services. Provide interpreting services to other departments as needed if an applicant does not fall within the scope of services.

Cincinnati, Ohio, Us

Managed Bank Maintained Positive Pay software (BMPP) project implementations which prevented fraudulent activity on business operational accounts. Experienced using Agile methodology working with customers in a variety of businesses spread across multiple geographical locations, and transitioning from different technical platforms as well as integrated BMPP product with existing payroll software. Coordinated with internal and external business units to ensure test and production environments were created in a timely manner.Led training of implemented software for appropriate stakeholders.

Cincinnati, Oh, Us

Excelled as Subject Matter Expert (SME) of Paycor’s Human Capital Management (HCM) suite of applications (Time and Attendance, Perform HR and Payroll). Responsible for supporting IT and Business organizations and Implementation teams working with Paycor’s small to medium size customer base (ranging from 50 to 8K+ employees). Managed HCM project implementations with an individual revenue contribution of $400K in 2018. Experienced using Agile methodology working with both English and Spanish speaking customers in a variety of businesses.

▪ Lead initiative to streamline business operations during a significant time of change for a key practice in Arizona. Analyzed organization productivity, projection, and reimbursement reports to develop a standard set of procedures to increase reimbursement rates by 14% over a 10-month period, which resulted in a $3M increase since the project’s conception. Coordinated efforts with external business partners and internal teams to onboard newly acquired physician groups. Scaled existing operating procedures to match the expected volume. Supported customized Healthcare ERP systems across 16 diverse, nationwide organizations utilizing various team collaboration tools and using industry "best practices" for revenue cycle management which improved business operations and streamlined reimbursement.Consulted on a key strategic account in Puerto Rico for the implementation of a new Healthcare ERP solution between local practice and major area hospital with an annual charge volume of $15M. Identified areas of missed revenue opportunity and coordinated the adoption of the software solution throughout the client’s network. Worked with the leadership team to restructure internal processes, therefore increasing revenue cycle profitability and streamlining business office operations. Provided customized training sessions for the translation of industry and software “best practices” into Spanish to increase the software adoption across Practice.Led Subject Matter Expert (SME) for the support, delivery, and overall development of a document management system responsible for driving accounts payable, enterprise-wide communication, and systematic error reduction.

Cincinnati, Ohio, Us

Medical Translator | Affordable Language Services – Cincinnati, OH 2014-2015• Intermediary between Cincinnati Children's Hospital and Spanish speaking clients and partners to ensure top quality care for patients.-• Aided in overcoming cultural and language barriers between the hospital staff and Spanish speakers, allowing comfort and clarity for the patients and their families.

Cincinnati, Ohio, Us

• Learned industry market trends to identify key localities targeted for growth of existing and new clients. Used this knowledge to increase the overall customer base.• Contacted prospective clients daily to learn more about their business needs and based on in-house and external market research.• Determined how potential and existing customers operated and customized their transportation programs to fit their business models.• Regular recipient of daily competition award for the highest volume of prospecting calls.

Cyber/Computer Forensics

Bachelor Of Arts (B.A.), Psychology