Experience

• 

  Teletech

  Jun 2006 - Jun 2009

  Customer service operations supervisor

  I led a team of 20 customer service analysts at Target Company.• Trained new members in finance to manage credit card inquires.• Scheduled and assigned tasks.• Managed performance evaluations.• Customer support and escalation resolution

• 

  Ibm

  Jun 2009 - Nov 2010

  Business specialist in accounting transactions

  • Reviewed purchase turnover for IBM clients to ensure accurate transaction accounting.• Monitored invoice payments, credit and debit adjustments, and managed the returns process for purchased items.

• 

  The coca-cola company

  Nov 2010 - Aug 2019

  I led a team of 15 analysts in reviewing and approving employee travel and expense (T&E) reports for Europe, the Middle East, Africa, and Latin America, ensuring efficient management of these processes.• Monitored KPIs and SLAs to enhance auditing processes and reimbursement.• Optimized workflows for smooth transitions in line with global expense reimbursement policies.• Acted as the central contact for local controllers and credit card leaders, facilitating communication and problem resolution.• Developed training programs to foster a culture of compliance. Show less I led and managed operations for the North American markets, ensuring efficient processes in the Service Center.• Supervised KPIs and SLAs to maintain operational efficiency and compliance with the Sarbanes-Oxley Act (SOX).• Updated procedures and training materials to enhance effectiveness.• Optimized inventory management and payment cycles to improve customer satisfaction.• Resolved complex issues related to supplier management, payments, and purchases.• Coordinated team activities to drive operational excellence and continuous improvement. Show less

  • Travel & Expense Client Services Manager

    Nov 2018 - Aug 2019

  • Procure to Pay (P2P) and Accounts Payable Customer Service Supervisor

    Apr 2015 - Nov 2018

  • Procure to Pay (P2P) and Accounts Payable Customer Service Specialist

    Nov 2010 - Apr 2015
• 

  Bm global services buenos aires

  Aug 2019 - now

  I built and led a diverse team of over 25 professionals across Argentina, the Philippines, and the United States driving operational optimization and effectively managing timekeeper rate contracts for Baker McKenzie.• Migrated processes to a global service center model, aligning teams and enhancing services through process maps, service catalogs, and communication plans.• Implemented effective pricing tactics that not only maximized profitability but also strengthened long-term relationships with key clients ensuring alignment of commercial strategies.• Optimized the rate approval process, managed the annual increase cycle, and prepared monthly metrics for the Firm's global leadership.• Co-led HR training programs on internal customer experiences for over 200 employees and designed a centralized virtual training platform that halved onboarding time while ensuring consistent knowledge.• Fostered professional growth and effectively managed talent development within my team. Show less I hired, developed, and led a Client Support team dedicated to ensuring client satisfaction and success in financial processes, particularly in billing and collections, for a key portfolio of clients that includes Estee Lauder, Accenture, JP Morgan, DXC, HPI, and HPE.• Defined and implemented technical processes that enhanced the client experience in billing, collections, and pricing operations.• Conducted client analysis to assign specialists who provided personalized and proactive services.• Resolved critical conflicts with clients and internal departments, increasing client satisfaction and collaborating on service optimization projects.• Managed ad hoc projects to optimize eBilling inventory and contractual terms, ensuring efficient management of legal purchasing matters in Latin America. Show less

  • eBilling Pricing Maintenance Manager

    Jul 2023 - now

  • Financial Contract Terms Client Management Manager

    Jan 2022 - Oct 2023

  • Customer Success Manager

    Aug 2019 - Jan 2022