Alberto Marcos

Experience

• 

  Santander Bank, N.A.

  Sept 2010 - Mar 2011

  Bank Teller

  • Received and counted working cash at the beginning of shift along with balancing currency, cash and cheques at the end of each shift.• Accepted cash and cheques for deposit and process cash withdrawals.• Handled enquiries, identified transaction errors, resolved issues with customer’s accounts and delivered a variety of services for customers.• Recorded all transactions in compliance with bank procedures, identified customers, validated cheques and ensured compliance with all internal controls and procedures.• Explained, advised on and promoted bank products and services to customers.• Performed specialised tasks such as preparing cashier’s cheques, personal money orders and exchanging foreign currency. Show less

• 

  Tombola

  Dec 2011 - Jan 2018

  • Managed a team of 12 motivated and efficient Customer Service agents. Establish individual and team goals.• Performed and presented monthly reports to Management detailing the performance of the team and the impact of projects, action plans and protocols on the business.• Recruited, trained, mentored, supervised, provided two-way feedback and motivated new employees to maximise their performance, always aiming for excellence and making sure they comply with the company’s standards.• Developed ideas into action plans and projects to enhance staff management, business productivity and workplace engagement. Provided valuable feedback and comments when requested to seek and establish best practice.• Constantly strived for new ways to determine areas for improvement by collaborating with other colleagues, maintaining contact with customers, conducting surveys / benchmarks and analysing company’s data. • Processed payments requested by customers in a timely manner. At the same time, responsible for dealing with charge-backs and identifying fraudulent activity related to customer’s behaviours.• Resolved escalated enquiries using assertiveness, diplomacy and tact. Ensuring that customers’ needs are addressed to maintain client satisfaction and retention.Achievements:• Reduced and maintained the staff turnover rate to minimum levels.• Market share of 69% within the Spanish Online Bingo Gambling industry in 2016.• Contributed to achieve two Golden Ducks at the eGaming Awards 2017 for best new product (Our latest game Cinco) and for best Responsible Gambling Industry Initiative. Show less • Consistently offered bilingual (EN / ES) and reliable Customer Service via phone, live chat and email, at all times striving for excellence, by showing a high degree of empathy, positivity and friendly approach. As a result, built long lasting relationships with customers, gaining their trust and loyalty. • Earned management trust by having demonstrated a high degree of pro-activity, problem-solving and time-management skills while working under pressure and without supervision. Became the lead “to-go” person for other agents and particularly challenging enquiries.• Recorded details of queries, complaints and feedback in a very organised way. Produced valuable written information for customers that often involved using of third party computer software. • Analysed customer data in order to highlight potential Responsible Gambling issues, then to advise the user accordingly, at all times prioritising their long-term interests and adhering to strict gambling regulations.• Generate sales lead and boost business by carrying out marketing outbound calls and mailing tasks.Achievements:• Partly responsible for decreasing customer complaints by 39% in 2016.• Consistent year-on-year Customer Satisfaction Rating of above 90% since 2012.• Contributed to the average increase on active users by 126.88% since 2012. Show less • Ensured excellent customer experience by offering a friendly and welcoming atmosphere in the chat rooms.• Built deep links and a strong sense of community between customers while managed to become one of the most loved moderators in a short period of time.• Dealt with queries and handled chat room incidents in a friendly, polite and impartial way, Also, gathered relevant information and feedback from users which was analysed and presented to management.• Demonstrated excellent knowledge of Tombola protocols, great communication skills, creativity, computer literacy and organisational skills in order to deal with multiple tasks at any time at any time. Show less

  • Assistant Manager

    Sept 2016 - Jan 2018

  • Customer Service Representative

    Jun 2012 - Sept 2016

  • Chat Moderator

    Dec 2011 - Jun 2012
• 

  Accenture

  Jan 2018 - Sept 2018

  Accounts Receivable Specialist

  • Perform and support Order-To-Cash process activities in required quantity and quality such as:- Customer order management- Query resolution- Collections- Reconciliations of clients and accounts- Credit limit administration- Fiscal year and months end closing activities and reporting- Documentation maintenance and archiving• Support internal / external audit activities.• Develop and maintain long lasting professional relationship with internal and external clients.• Involvement in improvement projects/ideas in order to improve and optimise Order-To-Cash processes and procedures. Optimise internal services decreasing overall operating cost.• Manage escalations and lead negotiations with critical customers while at the same time offer support for Tower Lead in process related questions.• Cooperate closely with other teams (Customer Service, Sales, Finance managers, Business Operations...) and contribute as a subject matter expert to implement best practices for tools and processes.• Meet weekly/monthly collections targets and all SLA’s always pushing to reach objectives and identify resolutions in a timely and appropriate manner.• Provide collaboration and production support across Accenture’s global network by delivering training, facilitating the transition and migration to latest tool and protocols, sharing best practices and taking part in any volunteering activities. Show less

• 

  Dentons

  Feb 2019 - now

  Senior Finance Specialist

  • Utilize accounting software (Thomson Reuters Elite) to manage account statuses• Issue and post bills, receipts, statements of accounts and invoices to clients according to relevant laws, rules and regulations• Identify inconsistencies and reconcile accounts in a timely manner• Address problems and find financial solutions for internal and external customers• Write and provide thorough reports on billing activity with clear, accurate and reliable data