Fran Alonso

Experience

• 

  Abresur SL

  May 2010 - Aug 2012

  Customer Service Specialist

  - Customer Service and Advice- Complaints and Sales Management- Inventory Management

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  Abresur SL

  Jul 2013 - Sept 2014

  Customer Service Specialist

  - Customer Service and Advice- Complaints and Sales Management- Inventory Management

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  Cerrajería Triana SL

  Sept 2014 - Sept 2016

  Customer Service Specialist

  - Customer Service and Advice- Csat- Total Resolution Time- Productivity and Quality- Complaints and Sales Management- Inventory Management

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  Teleperformance

  Sept 2016 - May 2018

  - Resolved tickets logged by clients through the use of Salesforce- Complaints Management- Agents support and assistance- Direct contact and communication with clients, providers and suppliers to satisfy their needs- Delivered exceptional levels of customer service and aimed to troubleshoot issues, problem resolution, escalations for support, training and monitored customer relationships management- Take full ownership of customer problems and seek to identify, respond and resolve issues beforeconflict to ensure a satisfactory solution in line with business requirements- Support the Team Leader as required to enable the expansion and growth of support capabilities- Mentor new recruits within the team and provide structured training sessions through their inductionand extend further support, mentoring and training to all staff Show less - Customer Service Specialist for brands Adidas and Reebok- Assisting customers through various media including phone, e-mail, twitter and whatsapp- Escalated all issues to concerned departments and notified their team leaders- Managed daily caseloads efficiently to ensure issues were dealt with a resolved in a timely fashion inaccordance with customer SLAs and individual KPIs, prioritising appropriately- Managed general customer queries including complaints and requested further information where required- Collaborated with internal departments for resolve complaints and communicated any issues in a timely manner- Handled confidential information in line with company data security and protection protocols- Supported all departments administratively with other business specific tasks- Informed management of customer reactions to information surrounding product updates and releases Show less

  • Backoffice Specialist

    Aug 2017 - May 2018

  • Customer Service Specialist - Spanish

    Sept 2016 - Aug 2017
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  Medtronic

  Jun 2018 - Jul 2019

  Customer Service Representative II - Portuguese & Spanish

  - Process orders in SAP system- Support all order entry activities- Monitoring daily incoming sales order- Analysing and resolving order issues- Resolving price discrepancies- Cooperating and coordinating activities with the Order Entry Team for the Spanish and Portuguese market- Working on special projects and continuous improvements initiatives.

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  Zoetis

  Aug 2019 - Sept 2021

  LATAM Cash Collection Associate

  - Perform day to day activities in terms of Cash Collection and Cash Application related topics- Monitoring and controlling customer receivables, reconciliation of accounts- Supervision of the process of automatic payment methods, such as DD, Riba- Ongoing communication with clients, providing a timely and comprehensive answers to all questions from customers- Support in preparation of periodic and ad hoc reports for applicable areas as requested by manager or applicable markets- Proactively identify issues and risks within the applicable areas and support their timely resolution by escalating issues to TL and manager- Assist TL and O2C manager to identify and implement process improvement initiatives and best practices- Ensuring results consistent with the KPI requirements- Leverage related systems and follow procedures to ensure robust compliance environment with SOX, internal controls, accounting policies and procedures Show less

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  ICON plc

  Oct 2021 - Apr 2022

  Grants Specialist II/Payment Coordinator Contracts & Grants

  - Works cross functionally with Contracts, Central Budget group, SVTCoordinator, Project.- Management, Operations Finance, Clinical Operations and AccountsPayable to maintain integrity, timeliness and accuracy of grantpayments.- Reviews and thoroughly understands executed CTAs, associatedbudgets and payment terms to determine payment requirements.- Provides support regarding process reviews and improvement, UserAcceptance Testing of system enhancements, Troubleshooting paymentbacklog and KPI reporting.- Generates Payment Voucher on receipt of invoice (if applicable) fromsite and launches through electronic workflow for proper approvals.- Ensures invoice matches RFI, financial specific country statutoryrequirements are adhered to and refers back to designee if correctionrequired. Generates Request for Invoice where necessary and forwardsto designee for site delivery.- Monitors completed subject activities tracked via CTMS, IVRS or EDC.- Enhances skill at discerning and responding to issues at sites that poserisk and escalating accordingly.- Exhibits increasing ability to identify and solve problems and escalatesas appropriate. Show less

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  Zimmer Biomet

  Apr 2022 - Feb 2025

  Order Management Specialist - Spanish

  - Process all sales orders received immediately, utilizing the appropriate exception and communication processes when any issue preventing our ability to match customer demands is identified.- Proactively contribute to the order management accuracy and turnaround targets for the department to ensure they are met and exceeded, where possible.- Support the day-to-day management and growing customer adoption of "Electronic Data Interchange" (EDI) by proactive support of the achievement of the "Perfect Order". - Communicate regularly with in-market Customer Service teams and resolve issues identified with urgency.- Meet company KPI targets related to order entry accuracy, EDI management, delivery cut off times, invoice accuracy and complaint resolution. Show less

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  Penumbra, Inc.

  Mar 2025 - now

  Senior Customer Service Representative - Portuguese & English

  - Responsible for customer service operations across the Portuguese, Benelux, Nordic, and Baltic markets.- Perform daily data checks and oversee the complete process of handling returns and credits.- Accurately record all requests and complaints in relevant systems (e.g., SAP ERP and the complaints registration system) according to operational guidelines.- Collaborate across departments to address customer inquiries and resolve underlying issues.- Identify inefficiencies in processes and develop collaborative solutions to improve operational effectiveness.- Support the assigned supervisor with resource planning and operational tasks.- Take on specific activities delegated by the supervisor ensuring they are completed accurately and on time.- Analyze Key Performance Indicators (KPIs) to detect negative trends and implement corrective actions. Show less