Abel Perdomo Ortega
Toruń
Summary
Strong analytical and communication skills with a proven track record in teamwork and adaptability. Committed to contributing to team success while pursuing continuous professional development. Positive attitude and dedication to learning drive consistent performance improvements.
Overview
35
35
years of professional experience
Work History
Business Partner Support Analyst I
MoneyGram Poland Sp. Z o.o.
06.2024 - Current
- Manages the relationship with MGI Partners; when answering agent inquiries through all offered channel, such as: phone, email, Mia chat, etc., offering support via platforms such as: Oracle, Salesforce, ServiceNow, Mainframe, Citrix, Tandem and Pluto.
- Acts as a single point of contact for agents during the troubleshooting process which includes assistance with accounting, technical support, reporting, transaction and transactability issues and training, providing fast and effective, end to end resolution for agent-centered problems via cases.
- A role model in performance and quality and first point of contact/escalation for colleagues, providing guidance in handling.
- Partners with sales team to understand the agent´s needs, perspective, and challenges in order to ensure Money Gram competitiveness from a B2B Customer Services point of view.
- Liaises with different Money Gram departments as necessary to solve agent´s issues and ensure satisfaction.
- Participates and coordinates projects, partnering with different Money Gram departments to improve agent´s experience; participates in meeting as SME on behalf of the team and management as per business needs.
- Collaborates with leadership in progress improvements implementation.
Partner Servicing Specialist III
MoneyGram Poland Sp. Z o.o.
05.2022 - 06.2024
- Interfaces with the MGI partner as first point of contact and resolution owner in order to resolve partners´ inbound requests through all offered channels: phone, chat (Mia), e-mail, etc.
- Initiates outbound contact to partners when needed to understand any discrepancies, deliver and/or collect any required information.
- Follows up on issues until complete resolution; determines root cause of issues, identifies possible solutions, and agrees with the partner on defined course of correction.
- Acts as a single point of contact for Agents for the whole servicing process which include assistance with accounting, reporting, agent profile changes and training.
- Partners with sales team and inside sales team to understand the agent´s needs, perspective, and challenges in order to ensure MGI competitiveness from a B2B Customer Service point of view.
- Liaises with different MGI departments as necessary to solve agents´ issues and ensure satisfaction.
Legal Assistance and Senior Customer Service
Guretruck Sp. Z.o.o.
11.2013 - 05.2022
- Handling inbound activity via phone and e-mail.
- Dealing with customer and other departments in Spanish and English.
- Take actions to help the clients to adapt and compliance to the changes on the transport law and regulation.
- In charge of the registration and revolt problems of transport company with Toll Collect and Log Pay.
- Helping the transport company to register their vehicles in London Lez.
- Helpdesk support for Truckcontroller platform.
- Working as a member of a team with tight deadlines.
Senior Customer Services Executive
Serco European Services Sp.
09.2012 - 09.2013
- Handling calls, emails and chat request from customers in Spanish and English.
- Providing customer pre- and post sales support and services.
- Utilizing resources like system / tools / Avaya etc. as per the procedure.
- Preparing Complaint documentation and liaising with other departments in Spanish and English.
Spanish Teacher
Wyższa Szkoła Gospodarki University
10.2011 - 06.2012
Management and Administration
Grúas Brújula – Grúas Domingo
09.2008 - 08.2011
- Organizing and supervising daily operations of the transport company.
- Billing: preparing and sending invoices to customers while working with different billing program.
- Answering queries from customers regarding invoices and services.
- Handling inbound activity via phone, letter and e-mail.
Spanish Teacher
Conversa Studio Jezyków Obcych.
11.2007 - 03.2008
Collection Agent
Barclayscard International
08.2006 - 09.2007
- Pursuing customer accounts in arrears, via outbound activity.
- Handling inbound activity via phone and letter.
- Complaint documentation and resolution.
- Updating customer queries and payment plans.
- Liaising with other departments in Spanish and English.
- Internal communication with all departments on credit related issues.
- Reporting to manager on weekly/monthly targets.
- Working as a member of a team.
Office Hygiene Maintenance and Cleaning
OCS One Complete Solution Ltd.
06.2005 - 05.2006
Accountant
Grúas Brújula- Grúas Domingo
03.2004 - 01.2005
- Bank reconciliation, daily dealing with Santander bank: loans, investments, charges, etc.
- Investment and expenditure.
- Billing: preparing and sending invoices to customers.
- Answering queries from customers regarding invoices and services.
- Dealing with unpaid invoices.
Economist
Canarian Federation of Rural Development
09.2003 - 02.2004
- Worked as an economist in a one year European program 'Ruralees' in Fuerteventura team.
Waiter
Bewleys Group
12.2001 - 06.2002
Assistant Manager
Grúas Domingo
01.1999 - 12.1999
- Duties included dealing any complaints from customers, marketing and customer support including annual visit to customers in Madrid and Barcelona as well as participating in any events organized by customers.
Work Placement
Island Cabildo of Fuerteventura
01.1999 - 12.1999
- Worked in a public account department.
Assistant Accountant
Grúas Brujula
01.1995 - 12.1998
- Working in account department doing billing, bank reconciliation, book-keeping, etc.
Office Assistant
Grúas Brújula
01.1990 - 12.1994
- Assisting clients of insurance company. Dealing with breakdowns/issues, accommodation, transport, etc.
- I also worked on behalf of Direct Line, insurance company, evaluating the to vehicles condition + value.
Education
Studies in Accounting and Finance -
Dublin Business School
12.2007
Advance Collections Training Programme -
Barclaycard International
07.2007
Course in Administrative Procedures -
The Canarian Institute for The Study and Promotion of The Social Security System
12.2000
Bachelor degree - Economics
La Laguna University
09.1999
High School diploma - Scientific studies
Santo Tomas De Aquino
09.1989
Skills
- Customer Service Expertise: Proven ability to handle diverse customer inquiries across multiple channels with professionalism and efficiency
- Accountancy Support: Experience in accounting assistance as well as collection and billing
- Technical Support: Skilled in using advanced platforms such as Oracle, Salesforce, Citrix, ServiceNow, and Mainframe to resolve issues and improve operations
- Problem-Solving and Troubleshooting: Adept at identifying root causes, implementing solutions, and delivering end-to-end resolution for complex challenges
- Multilingual Communication: Fluent in Spanish and English, enabling effective interaction with international customers and partners
- Team Collaboration: Strong mentoring abilities, project coordination skills, and experience in partnering with sales teams and liaising across departments to drive improvements and meet business needs
Hobbies and Interests
- Chess
- Theatre
- Hill Walking (Member of Irish Hill Walking Group)
Personal Information
- Nationality: Spanish
I hereby authorize you to process my personal data included in my job application for the needs of the recruitment process (in accordance with the Personnel Protection Act 29.08.1997 no 133 position 883).
Timeline
Business Partner Support Analyst I
MoneyGram Poland Sp. Z o.o.
06.2024 - Current
Partner Servicing Specialist III
MoneyGram Poland Sp. Z o.o.
05.2022 - 06.2024
Legal Assistance and Senior Customer Service
Guretruck Sp. Z.o.o.
11.2013 - 05.2022
Senior Customer Services Executive
Serco European Services Sp.
09.2012 - 09.2013
Spanish Teacher
Wyższa Szkoła Gospodarki University
10.2011 - 06.2012
Management and Administration
Grúas Brújula – Grúas Domingo
09.2008 - 08.2011
Spanish Teacher
Conversa Studio Jezyków Obcych.
11.2007 - 03.2008
Collection Agent
Barclayscard International
08.2006 - 09.2007
Office Hygiene Maintenance and Cleaning
OCS One Complete Solution Ltd.
06.2005 - 05.2006
Accountant
Grúas Brújula- Grúas Domingo
03.2004 - 01.2005
Economist
Canarian Federation of Rural Development
09.2003 - 02.2004
Waiter
Bewleys Group
12.2001 - 06.2002
Assistant Manager
Grúas Domingo
01.1999 - 12.1999
Work Placement
Island Cabildo of Fuerteventura
01.1999 - 12.1999
Assistant Accountant
Grúas Brujula
01.1995 - 12.1998
Office Assistant
Grúas Brújula
01.1990 - 12.1994
Advance Collections Training Programme -
Barclaycard International
Course in Administrative Procedures -
The Canarian Institute for The Study and Promotion of The Social Security System
High School diploma - Scientific studies
Santo Tomas De Aquino
Studies in Accounting and Finance -
Dublin Business School
Bachelor degree - Economics
La Laguna University
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