Francisco Barcenas
Gloucester,MA
Summary
Dynamic leader with a proven track record at AT&T International, adept in strategic vision and financial acumen. Excelled in transforming billing operations and enhancing customer experience, achieving a 107% total attainment as Top Manager. Skilled in Python and negotiation, I drive innovation and operational excellence, significantly improving efficiency and client satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Lead, Billing Operations (Associate Director Level 2)
AT&T International
09.2021 - Current
- Transformed AT&T's revenue through a successful transition of 10,000 accounts to electronic billing, enhancing efficiency and sustainability
- Spearheaded key client relationships, including McDonald's, Visa, UPS, and others, across US, EMEA, CCLA, and ASIA PAC regions
- Expertly managed complex billing disputes, collaborating with cross-functional teams to achieve swift resolutions
- Provided comprehensive revenue updates and implemented insightful reporting files for strategic decision-making
Manager of Business Care
AT&T International
10.2020 - 09.2021
- Recognized for successful launch of a new Wireline/U-verse line of business, securing two AT&T Connection Awards in Q1 and Q2, 2021
- Led a high-performing team handling resolution and analysis of small business accounts, billing, collections, and restoral orders
- Orchestrated and managed projects, streamlining processes and aligning with US business unit's needs
- Spearheaded the impactful 'What We Do' campaign, elevating first call resolution and reducing transfers by 13% (from 48% to 35%) from January to June 2021
- Expanded team from 22 to 35 Senior Associates within six months, achieving a remarkable 107% total attainment as Top Manager
Manager of Credit and Collections
AT&T International
02.2019 - 10.2020
- Led Credit and Collections from February 2019 to October 2020
- Exceptional leadership in coaching and managing a 100+ employee team
- Ranked as top-performing manager with 111% total attainment in 2020's Balanced Performance Scorecard
- Successfully oversaw a 20-agent Call Center for Consumers
- Implemented a large-scale Working from Home project for 300+ agents, ensuring seamless registration, equipment delivery, and training
- Pioneered customer-centric initiatives, optimizing collection effectiveness through quality forms, scripts, contests, and recognition programs
Leadership Development Program
AT&T International
07.2017 - 02.2019
- Consistently ranked as a top performer within the inaugural LDP class
- Spearheaded a quality improvement plan, significantly enhancing call interactions in Credit and Collections
- Achieved impressive results, including 24% decrease in handle time, 22% increase in call volume, and elevated Voice of the Customer feedback
- Proven track record in driving operational excellence and enhancing customer experience
Manager's Assistant
Televisa Telecommunications
07.2016 - 01.2017
- Skilled in developing accurate sales forecasts and managing large databases
- Effective in providing critical support to executive-level management
- Proficient in data analysis and strategic decision-making
- Demonstrates a strong commitment to organizational success and efficiency
Education
MSc - Engineering Business Management
Universidad Anahuac del Norte
01.2020
Bachelor's Degree - Mechatronics Engineering
Universidad Anahuac del Norte
01.2016
Skills
- Leadership
- Strategic Vision
- Financial Acumen
- Problem-Solving
- Collecting debt
- Negotiation
- Communication
- Negotiation
- Strategic Networking
- Innovation
- SAS Enterprise
- MS Office
- C
- Python
- Java
- HTML5
- CSS3
- JavaScript
Certification
- SCRUM Master
- Android App Developer
- MS Office
Accomplishments
- Summit Winner 2020 (Top 2% of Team Managers)
- Top Performance Manager Q1 and Q2 (2021)
- Connection Award for Revenue Increase Q1 2022
Languages
- English
- Spanish
Languages
English
Full Professional
Timeline
Lead, Billing Operations (Associate Director Level 2)
AT&T International
09.2021 - Current
Manager of Business Care
AT&T International
10.2020 - 09.2021
Manager of Credit and Collections
AT&T International
02.2019 - 10.2020
Leadership Development Program
AT&T International
07.2017 - 02.2019
Manager's Assistant
Televisa Telecommunications
07.2016 - 01.2017
MSc - Engineering Business Management
Universidad Anahuac del Norte
Bachelor's Degree - Mechatronics Engineering
Universidad Anahuac del Norte
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