Angelica Chacon Porras

Experience

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  Convergys

  Jun 2010 - Nov 2010

  Customer service

  Functions developed on Time Warner Cable account. Customer service support, sales, billing to new and existing customers for North and South Carolina State (phone and email). Verify billing cycle, provide credits and payment arrangements, add new channels, create and update passwords. Also provide technical support for Cable, internet, phone when there are signal issues (poor, not signal), not tune, program TV channels issues, PP. Functions involved knowledge on Microsoft office and Outlook. Developed skills such team work, work under pressure, customer service, and accounting. Show less

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  Hewlett-Packard

  Nov 2010 - Dec 2014

  Senior Contract Administrator Support for Americas Area

  Interact with Sales Representatives, collectors , other contract Administrators (All Americas Countries including Brazil ) to negotiate agreements, new business, adds- removes products or services, change billing plans , billing periods, from contracts, quotes according Hewlett Packard policies , process front office. Support post-sales transactions: credits, invoicing, order entry, returns, new contracts, new quotes. Ownership escalations, complex cases including resolutions of issues. Renewals: Working with large accounts to ensure accurate & timely quoting, order processing, and managing the renewal cycle to collect and close renewals. Provide coaching for new hires.In charged of internal audits for booking and renewals process checking process of improvement.Web Einvoicing consulting for Channels account .Working with a large US customers in order to process invoices for payment. Support Post Sales: Credits, re-bill, Cancellations, new invoices, changed purchase orders. Send inquiry to Order Administrator regarding past due billing status. Validate and correct invoices as needed if errors found. Also follow escalation process if invoice is rejected or invoice is unable to be entered into customer website. Identify purchase orders ´s owner and forward them. Forward purchase orders to OA for booking. Send inquiry to Order Administrator regarding past due billing status. Receive New Order notification and system invoice requiring web entry and tracking. Collaborate with other departments and groups such as: care packs, internal sales, operational support, collections. Create SBS (step bystep) documentation for new web invoicing customers for new hires. Process improvement Project Manager: Develop process and Step by steps documentation for different areas , such a contracts, renewals and booking. Show less

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  VMware

  Jan 2015 - Jun 2019

  Satisfy our internal and external customers by effectively providing solutions to their requests, by taking full ownership of the business and applying the adequate level of analysis for their Install Base products. Working with Sales to improve possible deals and to be accountable for any inquiry. o Participation on corporate and local projects as primary responsibility,providing support to sales to build strategies, install base advisory .o Identification of Entitlement Account number(s) for inclusion in the renewal element of an ELAo Liaison with various internal teams to ensure efficient processing and approval of quote proposal.o External-facing support for the Account Managers on customer calls regarding Installed Bas , Sales negotiations & potential upgrades to their current service.o Deal Operations query managemento Escalation and remediation of data challenges with data integrity .o Inquiry and ticket management resolution based on sales operations, sales or channel service requests• Manage special escalation requests, which need additional expertise, time and attention. Calls to present different strategies for Enterprise License Agreements quotes and future deals.• Serves as liaison between quoting ,sales and technical services. Supporting Team Lead & Project Manager : • - Daily production & sweeping reports, supporting agents with pre audits and work allocation ( assigning cases) ( Advanced Team). • Analyze Data (quotes, time) to save SLA as well as working in projects to improve the quality of the Enterprise License Agreements as well as advisory.• Analyze root cause – resultion for quality and SLA cases. ( Stoy teller ) Working with Costa Rica’s Site Council in projects ( all process areas) such as communication, people development programs, and improvement initiatives. Knowledge: EBS Oracle, Sales Force, SAP, Microsoft office, sharepoint, cloud products. Show less • Special Pricing Analyst : Management of renewal opportunities in CRMCreation, management, delivery and revision of support renewal quotes in Oracle EBSResearch of partner segmentation and line of businesses to define the customer relationships (discounting etc.) to develop and supply accurate support renewal quotesDelivery of quote volumes within the established time and quality, as defined in the Service Level Agreements (SLAs)Tracking and maintenance of Enterprise License Agreements (ELAs) in support of quote creation and delivery>Support regional and global sales with development and publication of operational reports and metricsProvision of sales operations support to cross-functional team internal and externalEscalation and remediation of data challenges with data integrity teams that impact the quoting process.Inquiry and ticket management resolution based on sales operations, sales or channel service requestsSupporting TL : Daily production & sweeping reports, supporting agents with pre audits and work allocation ( assigning cases Show less

  • ELA & IB Advisory Services

    Jul 2017 - Jun 2019

  • Renewals Analyst

    Jan 2015 - Jul 2017
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  VMware

  Aug 2019 - Dec 2019

  Partner & Programs Specialist
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  Palo Alto Networks

  Dec 2019 - now

  Experienced operations / program manager for the Worldwide Ecosystem Operationsteam helping to drive business operations and process improvement projects – to leadour organization in creating high-impact channel solutions for our Ecosystem route to Markets ( solution Providers, MSSP, Global Accounts,Distributors ) and employees.Responsible for leading the operational components of the Partner compliance program in conjunction with channel sales leadership and Global Partner Experience team. Show less

  • Ecosystems Operations Worldwide Program Manager ( Partner Program Compliance Lead)

    May 2022 - now

  • Channels Analyst / Team Lead

    Dec 2019 - May 2022