Sofia Ambrosio Email & Phone Number

Buenos Aires Province, Argentina

• I built and led a team of over 25 professionals across Argentina, the Philippines, and the United States to optimize operations and manage timekeeper rates contracts efficiently.
• Transformed processes to a global service center model, aligning teams and enhancing services through process maps, service catalogs, and communication plans.
• Optimized the rate approval process, managed the annual increase cycle, and prepared monthly metrics for global leadership.
• Co-led HR training programs on internal customer experiences for over 200 employees and designed a centralized virtual training platform that halved onboarding time while ensuring consistent knowledge.
• Fostered professional growth and effectively managed talent development within my team.

• Lead the Financial Terms Management Operations Team (Pricing) in analyzing, implementing, and maintaining pricing elements of client agreements within SAP and eBilling platforms to minimize leakage efficiently.
• Coordinate the transition of expertise from local markets to the global team for the firm's accounts.
• Support annual timekeeper rate increase activities across the firm.
• Assist the Service Owner and PMO with service design, implementations, and deployments.

• I hired, developed, and led a Customer Support team dedicated to ensuring client satisfaction and success in financial processes, particularly in billing and collections, for a key portfolio of clients that includes.
• Defined and implemented technical processes that enhanced the client experience in billing, collections, and pricing operations.
• Conducted client analysis to assign specialists who provided personalized and proactive services.
• Resolved critical conflicts with clients and internal departments, increasing client satisfaction and collaborating on service optimization projects.
• Managed ad hoc projects to optimize eBilling inventory and contractual terms, ensuring efficient management of legal purchasing matters in Latin America.

• I led a team of 15 analysts in reviewing and approving employee travel and expense (T&E) reports for Europe, the Middle East, Africa, and Latin America, ensuring efficient management of these processes.
• Monitored KPIs and SLAs to enhance auditing processes and reimbursement.
• Optimized workflows for smooth transitions in line with global expense reimbursement policies.
• Acted as the central contact for local controllers and credit card leaders, facilitating communication and problem resolution.
• Developed training programs to foster a culture of compliance.

• I led and managed operations for the North American markets, ensuring efficient processes in the Service Center.
• Supervised KPIs and SLAs to maintain operational efficiency and compliance with the Sarbanes-Oxley Act (SOX).
• Updated procedures and training materials to enhance effectiveness.
• Optimized inventory management and payment cycles to improve customer satisfaction.
• Resolved complex issues related to supplier management, payments, and purchases.
• Coordinated team activities to drive operational excellence and continuous improvement.

• Managed inquiries regarding the purchasing process for both internal and external VIP clients.
• Conducted quality audits to ensure high standards in customer service responses.
• Analyzed blocked invoices and facilitated the generation of purchase orders.

Argentina

• Reviewed purchase turnover for IBM clients to ensure accurate transaction accounting.
• Monitored invoice payments, credit and debit adjustments, and managed the returns process for purchased items.

Argentina

• I led a team of 20 customer service analysts at Target Company.
• Trained new members in finance to manage credit card inquires.
• Scheduled and assigned tasks.
• Managed performance evaluations.
• Customer support and escalation resolution

Master Of Business Administration - Mba

Bachelor'S Degree, Government And Foreign Affairs