Mario Alberto Jimenez Urena

Experience

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  ITS InfoCom

  Jan 2002 - Jan 2003

  Customer Service Specialist

  ITS delivered outsource to Datacension, and I was in charge to collect surveys, sell products and solutions, the surveys were a difficult task to achieve, in this company I was able to improve my phone and customer service skills.

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  Capital One

  Jan 2003 - Jan 2005

  Escalation Manager

  Sykes is an outsourcing company, I was delivering support to Capital One, which is a financial company, I was in charge to take escalations from customers related to their credit cards, I can tell that my communication skills and negation skills were developed on this work the level of complexity was really high, I was also in charge of sales insurance packages adding value to the products we supported.

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  Hewlett-Packard

  Apr 2006 - Mar 2013

  Support Delivery Manager

  Responsible for maintaining control of our KPIs (Key Performance indicators) and SLAs (Service Level agreements). Responsible to run AVAYA reports to maintain good results in terms of resources efficiencies.I was the leader of the E-Delivery services (Chat & Online Case Login) for Latin America, having outstanding results in SLAs and Customer satisfaction metrics, awarded in two consecutive years for having best worldwide results in E-delivery Platforms. Managed the Engagement team for three consecutive years (200+ Contributors), driven social activities, programs related to career growth and motivation. Had the opportunity to promote people to technical roles, (Mentors) and my team leads were promoted to supervisor positions; that since we implemented, strong career development goals for my team member. Show less

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  Casa Blanca

  Apr 2013 - Sept 2014

  Operations Manager Sales Call Center

  Responsible for the overall success of the unbound sales operation (50 collaborators, 3 supervisors), that represented $1 Million US dollars of the Casa Blanca net monthly sales.The process consisted in the creation of campaigns where prospected potential customers, were contacted over the phone with specific offers and or promotions, in result of those phone calls the team followed with these clients and the respective branch, the sale end to end.I was also in charge to oversee, training, hiring, helped HR implementing remote training, for CB branches across all over Costa Rica. Biggest Achievements, related to the implementation of Casa Blanca CRM, and Chat services. In the operational aspects I brought efficiencies related to KPIs, business intelligence, that helped us to understand better the business and behaviors, that gave me the chance to take better decisions in terms of direction.On top of that I was part of the council of sexual harassment on the company, due to my strong values and behavior. Show less

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  Hewlett Packard Enterprise

  Oct 2014 - Sept 2017

  Escalation Manager

  In this role, I worked with internal and external stakeholders to implement projects at risk related to unexpected situations where HPE revenue was at risk.My role was a project manager role where I led efforts, HPE - Customer to understand the Root cause analysis of the issue, and later worked with the technical teams on making sure the solution was implemented promptly; in that process, I was accountable for the overall progress of the project, and to communicate in a high-level language to VPs (Internal and External audience) the situation and how was evolving.My most significant achievements in this role were many, including high-level recognition by internal and external stakeholders for executing projects I was part of; on some projects, I could even sell premium services to our clients.I also acted as SME, overseeing training and improvement plans for the Escalation Team based in CR. I was also a member of the ASOENTREPRISE Board of Directors. Fiscal General Show less

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  Equifax

  Sept 2017 - Mar 2019

  AR Billing Manager

  I was accountable for the company's overall invoicing process, from contract input until the invoice was generated.Responsible for continuously improving end-month processes and helping and resolving escalation for internal and external stakeholders.On top of operational tasks and day-to-day, Mario helped with planning the overall strategy of the Billing Finance share service, leading efforts related to RPA (Automation processes).My main achievements in this role include creating the Escalation process, continuous improvement related to KPIs, people development, and significant improvements in documentation, structure, standardization, and efficiencies associated with RPA and quality. Show less

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  Align Technology

  Apr 2019 - Sept 2021

  AR Billing Manager

  Worldwide Manager for invoicing processes, responsible for approving new implementations in products and systems.Some of the most significant tasks I was responsible for were related to end-month activities, Rebate initiatives, and continuous improvements.I used to work closely with sales and collections teams since all credits and rebill activities were processed by my team; in addition, sales discounting and promotions required billing engagement.As part of continuous improvement, I requested Kaizen and VSM events that helped AR reduce the number of credit notes for late contact implementations on the reseller's segments. That is one of the outcomes of several projects that helped the company gain efficiencies in labor and cost. I achieved outstanding results by enabling efficient communication across AR and sales teams, plus structuring the team to have scalability across roles and regions Show less

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  Stryker

  Oct 2021 - Jul 2022

  AR Senior Collections Manager

  Responsible for Collections processes for the North American region for the instruments division.I was in charge of improving DSO, bad debt, and promoting continuous improvements.Achievements:I restructured the team by creating specialized roles (Inbound Calls, Disputes, Collections efforts). This structure helped me improve phone SLAs, reduce Dispute backlogs, and improve the cash collection efforts by 30%.Worked with the Process Excellence team on continuous improvement projects; I designed the Service Now ticket workflow to make a more efficient end-to-end Dispute ticketing system that would allow measuring Ticketing SLA resolution and would generate better metrics in terms of what each team member processes per day, plus the opportunity to develop Post Morten metrics to identify gaps on why some disputes get generated and tackle the front end processes to create a better customer experience Show less

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  Amazon Web Services (AWS)

  Jul 2022 - now

  AR Collections Manager

  I manage one of the largest AR organizations of Finops in SJO; my team performs collections efforts for North American strategic accounts, having a top role in the AWS cash flow across regions. During my journey at Amazon, I have been able to work on projects that helped improve DSO by enabling operational mechanisms and structure that led us to great results during 2023. Some projects that have had my footprint are related to escalation matrix, interest charges, and compelling account revisions. At Amazon, managers must get into the details and get exceptional operational knowledge so leaders in the organization can sponsor deep dives and projects related to continuous improvements. People remain a core task in my way of doing business, so having the right team, well-motivated, is vital to obtaining results at all levels, primarily when you work for one of the biggest and centric companies worldwide. Show less