*Career break: May, 2022 - June, 2024 - full time parenting**Proficiently manage the contract lifecycle, including:- Receiving contract requests and generating draft contracts using predefined templates for seamless contract setup and assembly;- Handling various types of contracts, including new contracts, renewals, and amendments, ensuring accuracy and compliance throughout;- Managing necessary approvals and validations required for contract creation, maintaining regulatory adherence;- Collaborating closely with the local sales team to ensure accurate setup of deals within the system;- Providing dedicated support to Spain-based sales representatives throughout the contract processes;- Facilitating client signature processes, ensuring smooth execution of agreements;- Upon contract signature, meticulously inserting additional information and documentation to prepare for agreement setup;- Actively participating in process improvement initiatives and special projects as assigned;- Updating and maintaining various systems and tools to streamline standard processes;- Effectively leading the end-to-end contract and entitlement process, including purchase order (PO) management;- Leveraging bilingual proficiency in Spanish and English to address day-to-day contract issues with precision and clarity.

- Lead and manage a moderate sized team;- Serve as secondary point of contact besides the team leader for client project manager and segment/regional leads (for cross-segment issues or escalated issues);- Collaborates with Team Lead to meet all Key Performance Measures (KPMs) for the function/s as set by the Internal Unit Lead &/or by senior management/Accenture Service; Manage pertaining to process, process changes and relevant updates;- Assigns cases/workload to agents, manages reportorial requirements, completion status and inventory tracking;- Maximizes team efficiency by creating and implementing daily, monthly, quarterly and yearly work tasks/plans aligned with project initiatives and goals/SLAs for BPO/ Voice function;- Participate in brainstorming sessions to improve Knowledge Management/Communication Tool, communications process, customer satisfaction, agent processes and agent effectiveness.

- Receives and assess claims according to defined procedures / routines;- Receives and logs all e-mail/web/phone call and ensures proper documentation; -Performs claim assessment and follows defined procedures to resolve correctly; -Documents verifications and customer information in data capture tool and when needed, transfers claim/ticket to responsible party for resolution;- Follows Reminder procedure to ensure claim assessment;- Manages claims/tickets assigned in expected SLA.

- Contact customers via e-mail/phone/fax and initiate collection activities; - Identify and collect payment of overdue invoices through proactive planning, prioritization and execution of daily call cycles;  - Provide necessary information of credit worthiness to customer service when required; - Manage the customer portfolio within the agreed credit terms and credit limits; - Meet cash collection targets keep up-to-date; - Deliver service in line with agreed controls and procedures;- Input notes on payment agreements and follow-up actions; - Reinstate accounts when payment is received; - Initiate Collection Agency activities, providing collection data and contact details to the Collection Agency; - Instigate legal proceeding (in-house or external) for accounts that require legal resolution; - Flag invoices that relate to doubtful balances to be written off and input notes why the balance is not collectable; - Register invoice disputes; - Follow escalation routes, adhere to laid down procedures and proactively identify problem areas and propose likely solutions.

**Industry: Retail - Books and Stationery:Key Responsibilities:- Efficiently manage the reception and shelving of products;- Oversee inventory management tasks including updating the internal management software with supplier notifications and stock levels;- Process customer orders and provide expert advice and product recommendations;- Handle transactions at the cash register, proficient in using the internal management software (Socrates) for issuing invoices and receipts;- Maintain and restock bookshelves to ensure an organized retail environment;- Foster and sustain excellent customer relationships;- Manage the bookstore's Facebook page to provide updates and engage with customers;- Support the Public Relations department in organizing and disseminating information for bookstore events such as book launches and conferences;- Address and resolve inquiries received via the bookstore’s internal email;- Maintain collaborative relationships with other bookstores and departments including procurement, accounting, public relations, marketing, and human resources, as well as with various book and stationery suppliers.