Fran Alonso
Warsaw,14
Summary
A highly skilled and experienced Customer Service Representative at a senior level within the IT and Health industry. Encompassing extensive knowledge and understanding of providing customer support and best practice through analytical thinking, software support and resolutions. Incorporating technical ability and full cooperation when working under pressure. I am a selfstarter and excel at handling customer enquiries, policy changes, and resolving conflicts quickly. I am also deeply familiar with several computer software systems and adapt quickly to new programs.
Overview
8
8
years of professional experience
Work History
Order Management Specialist
Zimmer-Biomet
04.2022 - Current
- Process all sales orders received immediately, utilizing the appropriate exception and communication processes when any issue preventing our ability to match customer demands is identified
- Proactively contribute to the order management accuracy and turnaround targets for the department to ensure they are met and exceeded, where possible
- Support the day-to-day management and growing customer adoption of Electronic Data Interchange" (EDI) by proactive support of the achievement of the "Perfect Order"
- Communicate regularly with in-market Customer Service teams and resolve issues identified with urgency
- Meet company KPI targets related to order entry accuracy, EDI management, delivery cut off times, invoice accuracy and complaint resolution.
Grant Specialist
ICON
09.2021 - 04.2022
- Works cross functionally with Contracts, Central Budget group, SVT Coordinator, Project Management, Operations Finance, Clinical Operations and Accounts Payable to maintain integrity, timeliness and accuracy of grant payments
- Reviews and thoroughly understands executed CTAs, associated budgets and payment terms to determine payment requirements
- Provides support regarding process reviews and improvement, User Acceptance Testing of system enhancements, Troubleshooting payment backlog and KPI reporting
- Generates Payment Voucher on receipt of invoice (if applicable) from site and launches through electronic workflow for proper approvals
- Ensures invoice matches RFI, financial specific country statutory requirements are adhered to and refers back to designee if correction required
- Generates Request for Invoice where necessary and forwards to designee for site delivery
- Monitors completed subject activities tracked via CTMS, IVRS or EDC
- Enhances skill at discerning and responding to issues at sites that pose risk and escalating accordingly
- Exhibits increasing ability to identify and solve problems and escalates as appropriate.
LATAM Cash Collection Associate
Zoetis
08.2019 - 09.2021
- Perform day to day activities in terms of Cash Collection and Cash Application related topics
- Monitoring and controlling customer receivables, reconciliation of accounts
- Supervision of the process of automatic payment methods, such as DD, Riba
- Ongoing communication with clients, providing timely and comprehensive answers to all questions from customers
- Support in preparation of periodic and ad hoc reports for applicable areas as requested by manager or applicable markets
- Proactively identify issues and risks within the applicable areas and support their timely resolution by escalating issues to TL and manager
- Assist TL and O2C manager to identify and implement process improvement initiatives and best practices
- Ensuring results consistent with the KPI requirements
- Leverage related systems and follow procedures to ensure a robust compliance environment with SOX, internal controls, accounting policies and procedures.
Customer Service Representative II
Medtronic Polska
06.2018 - 07.2019
- Process orders in SAP system
- Support all order entry activities
- Monitoring daily incoming sales order
- Analyzing and resolving order issues
- Resolving price discrepancies
- Cooperating and coordinating activities with the Order Entry Team for the Spanish and Portuguese market
- Working on special projects and continuous improvements initiatives.
Back Office Specialist
Teleperformance Polska
08.2017 - 05.2018
- Resolved tickets logged by clients through the use of Salesforce
- Delivered exceptional levels of customer service and aimed to troubleshoot issues, problem resolution, escalations for support, training and monitored customer relationships management
- Take full ownership of customer problems and seek to identify, respond and resolve issues before conflict to ensure a satisfactory solution in line with business requirements
- Support the Team Leader as required to enable the expansion and growth of support capabilities
- Mentor new recruits within the team and provide training session through their induction and extend further support, mentoring and training to all staff.
Customer Service Specialist
Teleperformance Polska
09.2016 - 08.2017
- Customer Service Specialist for brands Adidas and Reebok
- Escalated all issues to concerned departments and notified their team leaders
- Managed daily caseloads efficiently to ensure issues were dealt with and resolved in a timely fashion in accordance with customer SLAs and individual KPIs, prioritizing appropriately
- Managed general customer queries including complaints and requested further information where required
- Collaborated with internal departments to resolve complaints and communicated any issues in a timely manner
- Handled confidential information in line with company data security and protection protocols
- Supported all departments administratively with other business-specific tasks
- Informed management of customer reactions to information surrounding product updates and releases.
Education
Bachelor's Degree in Sociology -
Pablo De Olavide University
05.2015
Personal Information
Nationality: Spanish
Languages
Spanish
Native language
English
Advanced
C1
Portuguese
Upper intermediate
B2
Polish
Elementary
A2
Timeline
Order Management Specialist
Zimmer-Biomet
04.2022 - Current
Grant Specialist
ICON
09.2021 - 04.2022
LATAM Cash Collection Associate
Zoetis
08.2019 - 09.2021
Customer Service Representative II
Medtronic Polska
06.2018 - 07.2019
Back Office Specialist
Teleperformance Polska
08.2017 - 05.2018
Customer Service Specialist
Teleperformance Polska
09.2016 - 08.2017
Bachelor's Degree in Sociology -
Pablo De Olavide University
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