Leonardo Jimenez

Experience

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  Eclipse in Action

  Feb 2008 - Jan 2014

  Collections and Customer Service Manager USA

  Responsibilities:• Oversee all aspects of collections and customer service for a financial service provider.• Report directly to the stakeholder in headquarter (Tennessee, USA) on the development of the operation and provide a clear and concise briefing of any variation regarding the established goals. • Review and develop collection strategies to increase the company's revenue monthly.• Improvising protocols to maximize the revenue collected out of the debt consolidation companies in the US.• Evaluate team members’ performance and supervise that constant and concise coaching given to all subalterns. (Floor supervisors/Assistant Supervisors/Agents)• Supervise metrics and Workforce regarding staffing and ensure performance indicators were being met on both collections and customer service.• Coordinate and evaluate along with HR the hiring and termination processes and make the final decision.• Supervise along with Workforce metrics regarding staffing and performance indicators were being met.• Responsible for reinforcing all staff followed company policies. • Over 200 people under my scope. Show less

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  Portfolio Management Group

  Jan 2014 - May 2017

  Collections and Customer Service Manager USA

  Responsibilities:• Responsible for ensuring implementation of the new operation was handled successfully to minimize customer affectation. • In charge of selecting the most qualified talent for the account based on the needs of the client. • Create protocols, and training manuals and keep them up to date with all recent changes. • Audit development of the operation for both Collections and Customer Service. • Constant implementation of new strategies to increase call volume in Customer Service, and the total of phones in applications for a financial service provider.• Oversee creation of new strategic initiatives to maximize manual collection efforts and dialer.• Participate in weekly meetings with stakeholder in the headquarter (Alabama, USA) to inform the development and progress of the operation.• Improve the agents’ skills via constant coaching and feedback for both departments (Collections and Customer Service).• Supervise metrics along with Workforce department regarding staffing and making sure performance indicators were being met.• Coordinate along with workforce the agents' payroll and the client's billing hours. • Responsible for reinforcing all staff followed company policies. • 18 people under my scope. Show less

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  DXC Technology

  Jun 2017 - Jun 2018

  Accounts Receivable Supervisor USA

  Responsibilities: • Order to Cash supervisor for one of the top leaders worldwide in technology. • Participate in weekly meetings with stakeholder in the headquarter (San Francisco, USA) to inform the development and progress of the operation and provide a clear and concise briefing of any variation regarding the established goals. • Creation and follow-up of new reports and dashboards to monitor associates’ performance and behavior of the workload. (Collections and Cash Application)• Quality audits every week to ensure performed tasks were achieving stakeholders’ expectations. Show less

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  Grupo Bimbo

  Jun 2018 - Mar 2022

  Order To Cash Manager USA & Canada

  Responsibilities:• Oversee the end-to-end OTC process development for a global leader in the Consumer Product Goods industry. (Collections, Cash Application, Route Reconciliations & Order Management) • Measure performance using appropriate project management tools and techniques to ensure the business is heading towards goals.• Plan, deploy, and lead lean activities and develop new digital tools that produced significant cost savings through productivity, quality, and improving business processes. • Effectively implement work plans and evaluate the success against pre-determined metrics.• Identify clear objectives for the team, provide coaching, career development, and feedback to team members, providing performance evaluation and reward.• Hands-on experience in project implementation of RPAs. • Ensure best collections practices are implemented to reduce aging, increase money recovery, and ensure that customers with outstanding payment records continue to receive their invoices and product on time. • Provide approvals for write-offs, refunds, final demand letters, offset balances, and sending accounts to 3rd party collections agency. • Report on a weekly and monthly basis to upper management performance of the department. (Philadelphia, USA, Cambridge, Canada & Toronto, Canada)• Interview prospects from inside/outside the organization looking to join the department and ensure the best talent hiring.• Identify, facilitate, and implement process improvement ideas to improve process efficiencies.• Over 50 people under my scope.• Support Stakeholders and business partners on their customer experience and digital transformation journeys. Show less

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  Brenntag

  Jun 2022 - now

  OTC Senior Manager Americas

  • Oversee the Order to Cash department for the Americas, managing a team of over 90 professionals across the US, Canada, and LATAM, ensuring efficient execution of Collections, Credit, and Cash Applications processes in line with organizational goals.• Act as the primary point of contact for corporate leadership, country finance teams, and external auditors, ensuring the alignment of departmental objectives with broader business strategies.• Lead and support process improvement initiatives within SSC, collaborating with local finance teams to optimize workflows, achieve cost savings, enhance efficiency, and improve service delivery.• Implement headcount efficiencies by leveraging automation, redistributing workloads, and optimizing processes to contribute to OPEX savings goals.• Oversee the migration of OTC processes across the US, Canada, and LATAM, ensuring a seamless transition with minimal operational disruption.• Collaborate with Global Process Owner and stakeholders to define KPIs and SLAs, ensuring that the department consistently meets or exceeds performance targets.• Work closely with the R2R and P2P teams to ensure full integration of financial processes across the organization.• Deliver detailed reports to corporate leadership, presenting performance metrics, trends, and actionable insights to support data driven decision-making and strategic planning.• Approve and monitor strategies to reduce past due receivables, continuously improving DSO and optimizing cash flow.• Ensure the team conducts accurate credit analysis and assigns appropriate credit limits, balancing risk management with customer satisfaction and overall financial health.• Provide support to the team to ensure timely and accurate cash application allocation, reducing unapplied cash and ensuring smooth reconciliation across regions.• Ensure that robust internal controls are in place to meet the requirements of both internal and external audits. Show less