Juan Pablo Saenz Inclan Customer Success Specialist/ Senior Analyst

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Senior Account Receivable Specialist

Alexandra Lozano Immigration Law PPLC

Jul 2023 - Current (2 years 10 months)

• Made contact with customers to collect receivables based on queues assigned. • Documented customer contact notes. • Maintained accurate records for customer payment status. • Performed customer account reconciliations. • Ensured collections KPIs are met. • Assisted B2C Manager in defining improvements and strategies in the collections process, measuring customer status to identify new strategies for implementation. • Performed necessary touchpoints with customers/prospective customers. • Supported preparation of monthly KPI report and discussed results. • Utilized CRM tools, including HubSpot and Salesforce, to enhance customer relationship management and streamline the collections process, ensuring efficient trac

Manager of Customer Success

Sutherland

Oct 2021 - Apr 2023 (1 year 7 months)

• Managed 45 enterprise accounts with Ring Central Campaign, ensuring high levels of customer satisfaction and engagement. • Developed and presented executive business reviews to stakeholders, highlighting key performance metrics and strategic recommendations. • Followed up on the escalation process to resolve customer issues promptly and effectively. • Measured customer adoption, training, and usage to identify areas for improvement and enhance overall user experience. • Collaborated with technical account managers and account executives on project management initiatives to align customer needs with service delivery. Additionally, conducted prescreening for some accounts, which involved handling inbound calls to assess customer req

Credit and Collections Senior Account Specialist

ATT

May 2017 - Sep 2021 (4 years 5 months)

• Reviewed and assembled credit application files to ensure accuracy and completeness. • Evaluated application credit records to assess risk and creditworthiness. • Collected customer data such as assets, wages, debts, and employment status to complete the information for loan applications. • Ensured compliance with loan application deadlines through diligent review processes. • Verified employment data to support credit decisions. • Conducted telephone collections of overdue accounts, effectively communicating with customers to resolve outstanding balances. • Worked with three different campaigns over four years, including ISM Billing, ISM, Loyalty, and currently in Credit and Collections. • Provided tech support to enhance o

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Commercial Executive

GAM Alquiler de México

Jun 2016 - May 2017 (1 year)

• Lease of Elevation Platforms from 18 to 26 meters, electric and diesel. • Renewal, restructuring and refurbishing of Fronton Mexico facilities previous opening. • Maintenance service for Jarritos Mexican soda manufacturer with all GAM machines. • Renewal and restructuring Mundo E commercial Center. • Maintenance of new facilites with electric and diesel equipment.

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Corporate sales Executive

Budget Rent a Car

Apr 2016 - Jun 2016 (3 months)

• Corporate accounts executive. • Lease of premium, large family cars and minivans. • Customer care in airport and in special spots assigned by the company.

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Used Car sales Manager

Auto Go Automotriz

Aug 2014 - Apr 2016 (1 year 9 months)

• Sales and purchase of used cars following the dealer's criteria and Guía Autometrica. • Achieved an increase of anual sales in a 25%. • Incorporation of three financial services companies for pre-owned cars.

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Chrysler Senior Sales Executive

Grupo Motormexa Guadalajara

Oct 2012 - Aug 2014 (1 year 11 months)

• Senior Sales Executive for new makes Chrysler, Dodge, Ram, Fiat, and Hyundai. • Sales and purchase of new and used premium cars and vehicles. • Control, product promotion, training, and coaching of the sales force. • Achieved an increase in new premium car sales, reaching 8 units monthly. • Manager of CRM assigned by Chrysler de México. • Recognized for exceptional customer service skills, contributing to my status as a top performer in sales and enhancing customer satisfaction and loyalty.

Account Executive

Labor Mexicana

Jan 2011 - Apr 2012 (1 year 4 months)

• Payroll manager. • Corporate Accounts Manager. • Personnel Management in the Corporate Accounts area. • Client development. • New accounts development.

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General Manager

Autos y Refacciones Motoren Zona Sur

Dec 2007 - Dec 2010 (3 years 1 month)

• Trainer and Coach of Volkswagen premium vehicles sales force. • In charge of CRM and Marketing for the car dealer. • Initiation and consolidation of financial services and leasing. • Design and implementation of Marketing campaigns, short, mid, and long-term promotion for Volkswagen Mexico. • In charge of corporate sales of Crafter vehicles for the pharmaceutical industry. • Follow up of AMDA rules and regulations. • Managed account relationships for commercial vehicles, specifically overseeing fleet sales to large companies, which enhanced our strategic partnerships and contributed to overall sales growth. Additionally, my experience as a sales manager in a family business has equipped me with strong customer service and cust

Juan Pablo Saenz Inclan

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