Pedro A Bayly

Experience

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  Instituto Nacional de Estadística y Geografía (INEGI)

  Jan 1990 - Mar 1990

  Census Questionnaires Quality Validation

  Volunteered to validate quality and veracity for the 1990 Nacional Census questionnaires• Quality monitoring• Counted questionnaires• Validation of geographical area• Field coordination

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  Nielsen

  Mar 1990 - Oct 1990

  Publicity & Music Radio Monitorist

  Media monitoring and analysis• Monitoring and recommending action to assist business decision• Subject matter expert for English music Radio Stations• Identified trends of activity and responding by taking relevant action reporting issues with radio publicity and transmission• Liaised with other departments in business to communicate Marketing activity, and support company developments

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  American Express

  Oct 1993 - Jun 2007

  Customer Service experience, managing Merchant Service and Delivery - High Value team, supported service for an expanding key accounts portfolio with high quality standards, partnered with operational units to profitably control money losses and also leaded employee satisfaction.•Led High Value & Brand Units, as main key roles were payments disputes, financial inquiries, set up’s and up dates in system for High Value Merchants•Responsible of the Point Of Sale Help Desk, supporting and assisting submission and Point of Sale devices issues•Managed, analyzed and improved key process indicators performance as productivity, efficiency, aging and quality•Executed, trained and guided staff to fulfill policies and procedures improving key process indicators•Mapped operational procedures optimizing resources, supported projects as the launching of new products as Recurrent Billing Data Base, Zero Interest Plan, Telmex Residential, Record Of Charges Submission Validation, Duplicate Billing Prevention, Stop Billing for Palacio de Hierro, Airlines Industry Case Handling Improvement, Car Tax Payment Show less Establishment Services Specialist improving task and processes and implementing commercial initiatives.•Quality Assurance Leader for Telephone Service Units as Service Center, Telemarketing and Help Desk, improving action plans•Responsible for main Project Implementation to improve Merchant •Subject Matter Expert on every process of Establishment Services and responsible of special case handling•Generated reports that highlighted the department's performance against its goals with recommendations for improvements•Process-improvement, suggested, designed and improved operation processes, mapping and documenting business service and delivering agreement reports and service requests•Transferred payment and reconciliation processes held in other countries to Mexico•Supported and processed back log due contingencies or lack of planning•Created and updated process flowcharts for reference and training purposes•Trained and mentored new hires and updated staff in new products, policies, procedures and strategies Show less Subject Matter Expert for Point Of Sale transactional process•Responded to Point Of Sale users calling the Help Desk to report a problem or assistance•Responsible for managing the customer service•Operative management support systems and to ensure the continued functioning of electronic Stratus platform•Ensured continuity of operation through the proper functioning of the system by means of attention, response monitoring and reporting, classifying them according to priorities for solution•I led departmental duties as Management Information System, and telephone service productivity•Responsible for creating and implementing procedures for the settlement thereof and completing upgrades and adding additional features to a POS system•Ownership of all tickets created until appropriate resolution was reached•Escalated issues to the proper support group based on the priority and severity of issue•Provided management escalation and customer notification of technology issues, as needed•Accurately and extensively documented all instances and actions taken in the trouble ticket software Show less Handled, general customer inquires, invoice questions, and customer complaints through phone interaction to field questions and concerns from customers. • Responded to customer requests• Researched billing issues and payment disputes • Sold products and placed customer orders in computer system• Provided customers with product and service information• Upsold products and services• Transfered customer calls to appropriate staff• Identified, research, and resolved customer issues using the company computer system• Followed-up on customer inquires not immediately resolved• Completed call logs and reports• Research misapplied payments• Recognized, document and alert the supervisor of trends in customer calls• Recommended process improvements Show less First point of contact for customers who had inquiries and problems about a product or service dealing quickly and efficiently with customer enquiries or complaints• Skilled to provide service and deal quickly and efficiently with customer enquiries or complaints by phone and front desk• Answered financial requests as customer's balance or complaints• Updated the customer's information• Signed the customer up for new services• Routed inquires involving erroneous charges• Worked antisocial hours in order to meet customers’ requirements, solve their problems and thus encourage future business• Proactively foreseen possible delays or complications and plan strategies to avoid or minimize them• Ensure the accuracy of financial records for billing purposes, occasionally negotiating an alteration to the stated price or terms and conditions as a compensation to customers Show less

  • Team Leader

    Aug 2003 - Jun 2007

  • Operations Specialist

    Jun 1999 - Jul 2003

  • Terminal Support Unit Specialist

    Jun 1995 - May 1999

  • Establishment Services Analyst

    Jun 1994 - May 1995

  • Customer Services Representative

    Oct 1993 - May 1994
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  Iusacell

  Jul 2007 - Jun 2008

  Customer Service Supervisor

  Call Center experience supporting and managing team, delivering service and key information for mobile telephone users, driving continuous quality improvement, leading and coaching team to perform high quality standards. •Trained new initiatives and products to team.•I led and coached the Telephone Service Unit for Iusacell and Unefon pre-payment plan•Managed key metrics, analyzed evaluated and improved performance indicators as efficiency and quality•I led quality assurance initiatives implementations for the unit, in accordance with the direction requirements•Trained staff in accordance of commercial initiatives to be transferred to the clients Show less

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  Grupo Posadas - Ampersand

  Sept 2008 - Nov 2009

  Commercial Executive & Product Manager

  Commercial Relationship Management, developing loyalty solutions and business strategies, fostering strong partnership to improve service level and meet commercial requirements.•Managed portfolio of clients with a focus on growing profitable business developing Loyalty Solutions Programs, as Apreciare Club, Motiva and Ekash (Posadas own programs), Puntos Somfy, Puntos Pakmail, PROSA-Banco Walmart, Farma Rewards•Managed and implemented the loyalty solution named Amperbono as an incentive program product•Negotiated commercial terms of transaction and service overseeing progress of deal execution maintaining close liaison with Operations and Technology Management to ensure efficiency according to business objectives•Ensured the growth of results against agreed plans and actively pursued the identification of opportunities to assist clients meet their day-to-day financial and information needs and medium term goals•Monitored and measured results constantly and provide feedback and updates on progress toward objectives Show less

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  Integra Consultores en Negocios

  Jun 2011 - Mar 2014

  Treasury Manager

  Experience in the collection and recording of financial resources received on bank accounts from party partners.• Payments by electronic transfer by item• Daily and monthly reconciliation of 60 bank accounts statements• Funding and payroll• Payment of administrative services.• Development of resources flow report• Management fees charged to customers• Notification of special moves to Accounting Department