Israel Becerra
Valencia
Summary
Results-oriented Key Account Manager skilled in fostering strong client relationships and driving team collaboration to achieve business objectives. Committed to delivering exceptional client outcomes through effective project management and continuous process improvements.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Key Account Manager
Arvato Bertelsmann
Valencia
09.2024 - 04.2026
- Oversaw onboarding process for new key accounts, ensuring smooth transition and swift value realization.
- Facilitated meetings with clients to align on objectives, address challenges, and develop strategies.
- Conducted regular business reviews with key clients to assess product and service performance and identify improvement areas.
- Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
- Coordinated with the customer service and support teams to address and resolve key account issues promptly.
- Delivered regular reports on account health metrics to stakeholders, highlighting key insights and trends.
- Provided training sessions for customers on how best utilize the company's products or services.
- Executed change requests by analyzing client needs and ensuring alignment with project goals.
- Preparation of cost estimates and proposal development for all changes affecting multiple accounts.
- Led continuous cost reduction initiatives, implemented process improvements, and resolved problems.
- Planning and directing activities of functional areas, fulfillment and customer service ensuring overall team goals, objectives were met.
SR. PROJECT MANAGER
ARVATO BERTELSMANN
Valencia
06.2019 - 09.2024
- Managed projects from end-to-end, ensuring timely delivery and adherence to objectives.
- Established decision-making and communication processes; monitored project progress to ensure alignment with objectives.
- Identified resource needs and defined roles, expectations, and goals for cross-functional team members.
- Established responsibilities for project tasks and milestones among team members.
- Developed cost estimates and proposals for project changes, facilitating informed decision-making.
- Participated in analysis and resolution of technical issues, resource challenges, and integration problems.
- Supported projects by applying best practices and leveraging expertise from various resources.
- Communicated with clients regarding all project-related matters.
PROJECT MANAGER
ARVATO BERTELSMANN
Valencia
08.2015 - 06.2019
- Prepared cost estimates and developed proposals for project-related changes to ensure alignment with client expectations.
- Establish responsibility for assigned project/s tasks/milestones.
- Develop project plans soliciting input from his/her team on the plan and project design.
- Identify resource needs for the project; establish roles, expectations, and goals with identified team members from the functional areas.
- Support project(s) by leveraging best practices, experiences and know-how from other resources.
- Communicated with clients on project updates and requirements to maintain transparency and foster collaboration.
- Participate in analyzing and resolving problems associated with technical issues, project resource issues, and project integration issues.
- Understand and communicate the inter-dependencies of various systems/products in meeting customer needs and is aware of services offered by the competitor.
- Implemented change requests effectively.
- Drove continuous cost reduction, process improvement, and problem resolution.
- Developed the program strategically for future technology, strategy, and processes.
- Assisted in initial billing collections by following up on outstanding invoices and communicating with clients.
SR. FINANCE ADMINISTRATOR
ARVATO BERTELSMANN
Valencia
04.2014 - 08.2015
- Monitor overall pay-out businesses, meeting and maintaining KPI (key performance indicators) for the company's policies for the financial services group as well as the client's requirements for processing financial transactions.
- Manage inbound and outbound cash management activities.
- Performed invoice reconciliation and payment to ensure timely processing.
- Perform reconciliation of complex transactions.
- Communicate directly with clients to support daily operations and new business development.
- Interact with other departments to resolve problems that interfere with the company's productivity.
- Report all necessary business statistics required by the client and internal reporting requirements.
- Manage and create work procedures and ensure compliance by other team members.
- Recommend corrective services to streamline and improve existing processes.
- Implement, deploy, and document new processes to improve flow and compliance.
- Contributed to the implementation of RED (Retail Electronic Delivery) business in Valencia by providing feedback leveraging accounts payable expertise.
- Created, tested, and implemented Tax Withholding process in JP5 (SAP).
- Created, implemented, and documented W-form validation and management processes to ensure IRS compliance.
- Executed initiative to block/unblock publishers for payment, ensuring compliance with established standards.
- Created, implemented, and documented instant rebate/promotion process for A/P.
- Executed journal entry postings to maintain accurate financial records.
- Conducted data entry using ERP system (SAP) for efficient record-keeping.
A/P SPECIALIST
ARVATO BERTELSMANN
Valencia
10.2008 - 04.2014
- Executed payment disbursement for various accounts utilizing customer-provided files (Microsoft).
- Complete payment disbursement within specified time-frames (Service Level Agreement).
- Executed payment disbursements through web-based platforms.
- Complete Check/EFT payments using automated systems or bank web tools.
- Accurately maintain customer/vendor banking information.
- Upload text files (SAP) provided by customer to complete payment disbursement.
- Assess and review banking data to ensure compliance with current banking requirements.
- Supported front-end teams by addressing payment inquiries via e-mail.
- Assisted in testing and implementation of 'Remote Check', enhancing payment options.
- Facilitated testing and implementation of new services and royalty programs.
- Completed the initiative to create documentation for all services and royalty programs.
- Contribute to further development, streamlining and implementation of current processes.
- Knowledge in BW report modification/creation using Query Designer (SAP BW).
- Created/Designed several BW reports to extract data for reporting purposes.
- W-form validation and management to ensure IRS compliance.
- Travel to assist in analyzing business status and procedures.
- Subject Matter Expert (SME).
QUALITY ASSURANCE COACH
ARVATO BERTELSMANN
Valencia
05.2008 - 10.2008
- Identifying associates who would benefit from additional training one-on-one or in small groups, setting goals and target dates for the additional training, and tracking improvement.
- Coached employees and provided feedback to support supervisors in performance evaluations for skill improvement.
- Effectively coaching quality results both written and verbal to agents of varying personality types and learning styles.
- Identify performance and/or behavior problems according to established company policy.
- Made effective decisions regarding corrective actions.
- Assist in the development of the scoring and evaluation criteria.
- Observe trends and make recommendations for improving work processes in the organization.
- Regular monitoring of agent calls, both live and recorded.
- Maintain and make available for regular review, quality reports and files at agent, team, and call center levels.
- Support and maintain regular communication with the Quality Team, Training & Quality Manager, Account Manager, Operations Manager, Supervisors, Team Leads, and Agents.
- Identifying gaps and trends at the agent level and communicating them effectively to the team and production.
- Contributed to development, streamlining, and implementation of Quality processes.
- Developed and implemented Quality Initiatives to enhance awareness of Quality objectives.
CUSTOMER SERVICES REPRESENTATIVE
ARVATO BERTELSMANN
Valencia
08.2006 - 05.2008
- Answer general information calls in English/Spanish.
- Make flight reservations for 'Miles and More' customers (Lufthansa Frequent Flyer Program), using Amadeus program.
- Informed North and Latin American customers about media replacement options for operating systems (Microsoft System Builder Component Replacement Program).
- Processed media replacement orders using SAP system to ensure timely fulfillment.
- Managed customer e-mails regarding program information and redirected inquiries to relevant departments for resolution.
Education
AA/AS - Accounting
OXNARD COLLEGE
OXNARD, CA01-2002
GED -
CHANNEL ISLANDS, H.S.
OXNARD, CA01-1996
Skills
- Key account strategy
- Client relationship management
- Account management
- Proposal development
- Cost estimation
- Project management
- Cross-functional coordination
- Process improvement
- Technical issue resolution
- Problem solving
- Analytical thinking
- Adaptability
- Team leadership
- Training delivery
Certification
- MASTERING PROJECT MANAGEMENT WITH PMP PREP, CSUSB, 2018, 150 Clock Hours
- CERTIFIED QUALITY MAIL PREPARATION SPECIALIST, 2018
Languages
Spanish
Professional
English
Professional
Timeline
Key Account Manager
Arvato Bertelsmann
09.2024 - 04.2026
SR. PROJECT MANAGER
ARVATO BERTELSMANN
06.2019 - 09.2024
PROJECT MANAGER
ARVATO BERTELSMANN
08.2015 - 06.2019
SR. FINANCE ADMINISTRATOR
ARVATO BERTELSMANN
04.2014 - 08.2015
A/P SPECIALIST
ARVATO BERTELSMANN
10.2008 - 04.2014
QUALITY ASSURANCE COACH
ARVATO BERTELSMANN
05.2008 - 10.2008
CUSTOMER SERVICES REPRESENTATIVE
ARVATO BERTELSMANN
08.2006 - 05.2008
AA/AS - Accounting
OXNARD COLLEGE
GED -
CHANNEL ISLANDS, H.S.