Leopoldo Mercado IT Support - Customer Success Manager -Incident Manager

Customer Service Specialist

Block

Jan 2023 - Feb 2024 (1 year 2 months)

-Troubleshoot client inquiries related to Virtual Credit Card, ACH, withdrawals, transfers and Check payments, transaction errors, billing, negative balance -Report suspicious activity (Fraud, scams attempts) -Report and resolve Claims, refunds, disputes -Identifying and reporting suspicious activity, fraud prevention, -Serve as an escalation point for complex client inquiries, coordinating with Account Management, Product, and Engineering teams -App Support -Account Management: Opening, closing, and maintaining customer accounts. -Experience conducting thorough money laundering reviews to maintain compliance. -Resolve Technical Issues (app, business, personal accounts). Achievements: +Maintain average response time within defined SLA para

Financial Advisor

New York Life Insurance Company

Aug 2021 - Nov 2022 (1 year 4 months)

-Strategic Planning: Collaborating with clients to define financial goals and develop strategies according to personal request. -Financial Analysis: Utilizing advanced analytical techniques to evaluate financial data, identify trends, and assess risk. +Contract Management -Prepare, send, and track contracts for signatures, ensuring timely execution. +Proposal Creation -Review sales call recordings and create tailored proposals that align with client needs. -Ensure proposals are sent within the expected timeframe and track follow-ups. -Schedule and coordinate sales calls with the appropriate team members. -Maintain lead tracking and status updates within the CRM to ensure visibility. +Sales Handoff Coordination -Manage the transition from sa

Service Coordinator

UVM

Jan 2021 - Jul 2021 (7 months)

Evaluate course effectiveness: Conduct monthly performance reviews and assess effectiveness based on feedback. Maintain course records and documentation: Prepare monthly reports. Develop and update database information and reports. Ensure timely updates and progress reports. Provide vertical and horizontal communication on all aspects. Design learning experiences using IT tools.

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Incident Manager

Freudenberg IT,

Apr 2017 - Oct 2019 (2 years 7 months)

•Perform account administration tasks, including Active Directory, group policy, Okta. •Desktop apps issues, pw reset, basic administration of user accounts and groups •Support for Microsoft 365 Office apps, with expertise in resolving customer issues in SharePoint and Teams, Outlook, Windows Update, SCCM, Intune. •Create and maintain incident management documentation, including processes, procedures, workflows, and escalation paths. •Troubleshoot, identify root cause of issues with hardware, software, break/fix issues, connectivity, peripherals, and IT services. •Create VPN accounts, issue connectivity. •Create, Review, control and resolve tasks, incidents, implementation of changes •Maintain a problem management database and ensure accura

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Key Account Manager

SCHLEMMER MEXICO, Schlemmer Gmbh

Dec 2016 - Apr 2017 (5 months)

•B2B Customer Service •Validation and entry of inquiries & Calculation of Sales Prices •Creation of offers/quotations & Negotiation of Sales Prices with customers •Communicated orders to vendors, scheduling carriers for pickup if needed. •Creation of sales and service orders •Following-up on new business opportunities •Documented customer complaints and completed corrective action requests. •Contract Management (Terms Conditions, Commercial/Logistic/Price Agreements) •Create Sampling process Achievements •optimize internal sales business process •improve communication channel process •implement kpi quality performance for teams •Create Database CRM for new and existing customers •Create Dashboard in Excel for CRM Process

Operations Project Coordinator

Volkswagen de México

Aug 2015 - May 2016 (10 months)

Act as a Team Coordinator •Actively listened to customers issues, confirming full understanding before addressing concerns. •Document all meetings clearly and thoroughly with Car Dealerships and customers •Communicate and informed of project status before people need to ask •Make sure information flows smoothly between teams •Set up clear project management chronogram (timeline) •Make sure design handoffs to development go smoothly •Create easy-to-follow documentation guidelines •Find ways to make Communication processes work better •Make sure resources are used effectively •As a functional program manager, help teams work together seamlessly •Monitoring team performance to ensure standards and goals are met. •Maintain accurate records and

IT Support / Incident Manager

T-Systems

Jul 2012 - Jan 2015 (2 years 7 months)

•Review and approve requests / incidents access to ShareDrives, Server Access, create/erase user access, CMDB,Server performances, etc. •Create and maintain incident management documentation, including processes, procedures, workflows, and escalation paths. •Lead major incident meetings and facilitate the service restoration process. •Collaborate with cross-functional teams to ensure timely resolution of issues. •Control Triage incidents and drive effective mitigation strategies to resolve incidents •Create functional and technical application documents (Knowledge Base-Wiki) •Manage the backlog of projects and incidents with the prioritization agreed by commercial team. •Quality Assurance of Team and Backlog. +Troubleshoot: Active Directory

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Key Account Manager

Darcor Casters Limited

Nov 2011 - Jan 2012 (3 months)

•B2B Customer Service •Validation and entry of inquiries & Calculation of Sales Prices •Creation of offers/quotations & Negotiation of Sales Prices with customers •Communicated orders to vendors, scheduling carriers for pickup if needed. •Creation of sales and service orders •Following-up on new business opportunities •Documented customer complaints and completed corrective action requests. •Contract Management (Terms Conditions, Commercial/Logistic/Price Agreements) •Create Sampling process Achievements •optimize internal sales business process •improve communication channel process •implement kpi quality performance for teams •Create Database CRM for new and existing customers •Create Dashboard in Excel for CRM Process

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Project Manager jr

Goverment of Puebla

Aug 2011 - Oct 2011 (3 months)

Project of SOAPAP (Operator System Services Water and Sewerage Puebla) to the ruling of the proof of payment of services property / property change. Achievements -Diagnosis of the administrative process. -Optimize administrative processes back desk and front desk, enhancing the use of information technology. -Improve, simplify key processes related to each other through acquisitions, audits, internal control, etc. -Increase the effectiveness of the institution, continuous improvement. -Elaborate Project Charter & Business Report to be review to the Manager in Charge.

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Business Analyst jr

Moblibar SA de CV

Oct 2010 - May 2011 (8 months)

In this company I did my profesional service -Identifying areas of opportunity,design alternatives. -Improvements of administrative quality. -Ensure excellent customer satisfaction through questionnaires. -Reach customers to offer services -Prepare marketing plans according to customer.

Leopoldo Mercado

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