Juan Carlos Sanchez Rivero

Experience

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  Fundiciones Metalurgicas Lemos CA

  Oct 2009 - Feb 2010

  Quality Assurance Intern

  -Seguimiento del proceso de fabricacion de las piezas-Evaluacion y correccion de manuales de procedimientos segun normas internacionales ISO, ASTM, COVENIN, AWS-Correccion de los controles de carga de los hornos-Analisis cualitativo bajo norma de las arenas de moldeo-Ensayos no destructivos de ultrasonido en piezas terminadas-Ensayos de dureza

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  LEGALITAS

  Dec 2010 - Jan 2011

  Telemarketer

  Recovery and retention of Legalitas clients through telemarketing offering new promotions aimed only for former clients of Legalitas.

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  ICIASA Control e Inspeccion S.T.L

  Feb 2011 - May 2011

  Tanks and pipeline Inspector

  -Conducted inspections of atmospheric and buried storage tanks, measured for thickness loss of funds and envelopes, welds at critical areas, and in general, any part of the tank for integrity using the latest technology in ultrasound, -Check for losses MFL (magnetic flux), based on current standards (Standards API, ASME, UNE, ...). --- Conducted pipeline inspections.

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  FORJACENTRO C.A.

  May 2011 - Oct 2011

  Quality Analyst/Analista de calidad

  -Performed mechanical and laboratory tests on raw materials, goods in process of being made as well as finished goods - tracking the finished steel product traceability to delivery and dispatch, recording the results in the system and the issuance of the quality certificates

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  BORCLA C.A.

  Oct 2012 - Aug 2014

  Operations Manager and International Promotion

  - Manage 20+ team members on sites and involved in hiring process- Installation, upgrade, and servicing of closed-circuit systems of all branches- Inventory management- Managerial reporting and expense recognition communicated to management- Supervision of all mechanical and electrical projects

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  Neham Perimeter LLC

  Jan 2015 - Oct 2017

  Assistant Manager

  - Management of 10+ store team members- Maintain working store cash levels and make bank deposits as needed- Inventory management- Managerial reporting and expense recognition communicated to General Manager

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  Sysnet Global Solutions

  Aug 2017 - May 2021

  - Lead, manage and motivate teams consisting of 15+ agents to implement and meet targets- Maintain client relations for all necessary matters • Privileged access to make client changes within customer portal- Sysnet.AIR System Administrator • generate client access and profiles as well as client training- Coordinate multiple teams to implement optimization for client portals- Ad hoc projects and maintain project SLAs- SOC ASV: PCI DSS External Vulnerability Scan • Network Vulnerability Scan • PCI DSS Internal Vulnerability Scan • Primary Account Number (PAN) Scan - Complete agent one-on-ones, attendance management and monthly performance reviews- Identify opportunities to acquire new business and generate revenue- Manage call activity and maximize efficiencies by agent redirection- Provide daily, weekly and monthly reports to Operations managers for review- System Technologies: SalesForce, Sysnet.AIR (PCI Compliance Management Solution), Engage (internal CRM), BrightPattern/Noble (Phone systems), Jira (Ticketing system), Confluence (Team Collaboration tool), VPN (Cisco and SonicWall)- Manage English and Spanish clients- Meet/exceed set KPIs daily • coach agents as necessary Show less - Profiling merchants’ business environments, assigning the proper Self-Assessment Questionnaires according to the Payment Card Industry Data Security Standard (PCI-DSS)- External Vulnerabilities Scans (EVS) completed and results analyzed in order to resolve related hosts and special notes on merchant’s external network/domain- Identify and assess the needs of each merchant and each interaction- Recognize opportunities to up-sell products for applicable merchants - Maintain record of customer interactions- Resolve customer complaints, route calls as needed, schedule follow-up calls/escalations- Inbound and outbound call interactions and emails Show less

  • Team Manager

    Mar 2018 - May 2021

  • PCI Compliance Associate

    Aug 2017 - Feb 2018
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  Bako Diagnostics

  May 2021 - Dec 2021

  Client Services Manager
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  VikingCloud

  Dec 2021 - now

  Business Relationship Manager

  • Manage relationships with assigned customers, and act as primary contact for all assigned customer needs.• Liaise with internal teams to resolve customer issues and concerns.• Managing the BRM engagement cycle and processes to maintain and grow the customer base.• Track and manage all open action items ensuring to keep the client up to date on the progress associated with each item regularly.• Manage customer expectations and contribute to a high level of customer satisfaction.• Help define and refine support processes that drive desired customer outcomes and identify improvements where and when required.• Provide detailed and accurate merchant volume forecasting.• Compile information and data related to customer interactions and provide regular updates to the Senior Leadership Team.• Monitor customer, market, and competitor activity and provide feedback to the company leadership team and other company functions.• Maintain customer, industry, and related contacts to anticipate developments and trends in concepts, programs, and other areas.• Manage complex multi-tier customer relationships.• Manage key customer relationships (C-level) and participate in closing strategic opportunities.• Travel as needed for in-person meetings with customers and partners and to develop key relationships. Show less