José Claudio Rodríguez

• Managed customer accounts to meet due dates and recover credits.
• Served as point of escalation for branch-related issues.
• Reconciled client statements containing over 10,000 items to ensure process integrity and accurate payable accounts.

• Create report to monitoring process metrics (quality, productivity and service level agreement) using Key Performance indicators (KPI) to value the metrics
• Uptateding and monitoring report such as : Monthly report, Production, Report by team, Comparason from Cash/Invacst/Account Op, Finance Services KPI-SLA, Average Annual Report, Report by agent, Cumulative Report, Monthly report US and wiki update.
• Collaborate with automation team to identify and implementing new automation opportunities to reducing AHT or FTE’s.
• Make RT queues reports using Business Intelligent to monitoring quality and response time of each queues.

• Monitored and updated dashboard for all open disputes within Western US region.
  Engaged with stakeholders consistently to follow up on dispute resolution outcomes.
  Implemented proactive measures to decrease supplier-induced disputes.

• Generated detailed reports daily, weekly, and monthly using KN Business Objects Web Intelligence-SAP for process visibility.
• Performed data analysis on financial platforms including CitiDirect and PayCargo to address reconciliation issues.
• Enhanced task efficiency by 20% through advanced Microsoft Excel and Macros proficiency.
• Managed supplier communications via Zoom and Microsoft Teams, employing critical thinking to resolve concerns.
• Implemented improvement strategies to ensure adherence to response time Service Level Agreements (SLAs).
• Conducted thorough evaluations of processes to support workflow enhancements across teams.
• Collaborated with supervisors and managers to optimize all assigned processes effectively.

Developed working instructions and flowcharts for new processes using Microsoft Word and Visual Paradigm.

Facilitated rush process implementation at Kuehne Nagel Shared Service Center in Costa Rica.

Conducted training sessions for new staff to enhance process efficiency and reduce error margins.

Participated in departmental meetings to address KNPS topics and identify improvement opportunities.

Created tools and strategies to increase quality and productivity across various processes.

Streamlined indexing of invoices related to PO and PR issues.

Achieved productivity and quality KPIs consistently.

Identified issues, analyzed data, and implemented effective solutions.

Ensured compliance with SLAs, delivering results within 24, 48, and 72 hours.