JUAN C. QUESADA
Fleming Island
Summary
Specialist Financial System Analyst at AT&T, INC. with expertise in complex problem-solving and customer relationship management. Proven ability to lead cross-functional teams, enhancing operational efficiency and ensuring project success. Recognized for delivering timely resolutions and achieving high customer satisfaction in fast-paced environments. Proficient in Power BI and Excel, driving data-driven decision-making.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Specialist Financial System Analyst
AT&T, INC.
Orange Park
05.2022 - 12.2024
- Resolve and work on simple to moderately complex problems, following standard practices and procedures in analyzing situations or data from which answers can be readily obtained using different applications such as Business Direct/Center, Excel, Power BI, Billing Edge, Universal Biller.
- Brings inconsistencies and problems to the attention of upper management as well as the ability to work in a challenging and fast environment, balance multiple priorities and meet deadlines, and have strong attention to detail.
- Provide support and expertise to an offshore team which play a critical role in ensuring smooth operations and providing top-notch service to our clients, updating departmental processes, conducting orientation sessions on various issues, and participating in collaborative projects.
- As Subject Matter Experts (SMEs), we focus on using professional concepts and aligning with company objectives to address complex challenges effectively, ability to decide and determine the corrective action needed from the research conducted, address and resolve incidents quickly, oversee changes to minimize service and exposure risks, and identify root causes to prevent future issues.
- Handle customer escalations, whether from internal or external customers, providing a transparent action plan giving the customers confidence that their concerns are being taken seriously, using different systems and applications, conducting a thorough review to identify any underlying causes that can prevent future escalations.
- Handle customer request related to billing data files (BDF) and non-EDI products effectively, analyze and interpret reports and data to determine accuracy on customers billing data, thoroughly investigate and analyze possible data breach, collects data to identify root cause, and refer to compliance for legal purposes, demonstrated ability to resolve internal and external escalations from start to finish, ensuring timely and satisfactory outcomes, work on different projects through testing in different environments (UAT-PVT) to enhance customers experiences, focusing on supporting customers throughout their journey, businesses can turn potential conflicts into opportunities for building lasting relationships.
- Collaborate with different cross functional teams to create Technical Guides for customers and different teams-departments within AT&T.
Customer Service Associate
AT&T, INC.
Orange Park
03.2019 - 05.2022
- Research, investigate and resolve customer billing disputes following methods and procedures process already established, negotiate billing adjustments with customer and issue billing adjustments on the correspondence biller, keep, maintain and manage my work list, investigate and respond to escalation from customers or management; keep all parties involved with the dispute updated on the dispute status and provides thorough and accurate follow-up, also maintain a satisfactory work credit attainment and customer satisfaction surveys as well as other performance metrics.
- Research customer contracts to evaluate their terms and implications is a critical process for any business aiming to optimize its operations and maintain positive customer relationships.
- The evaluation starts with a thorough examination of the contractual terms, including payment schedules, service level agreements, and termination clauses.
- By dissecting these components, businesses can identify potential risks or areas for improvement, ensuring that the agreements align with their operational capabilities and financial goals.
Maintenance Administrator
AT&T, INC.
Orange Park
04.2016 - 03.2019
- Create or update maintenance trouble tickets for business customers and wholesale (CLECS) companies; troubleshoot and analyze trouble tickets, help customers with call forward requests and submitting escalations request.
- Screening trouble tickets for dispatch, updating switch information to match customer services and billing records; update eBond system with current ticket status and help wholesale customers with escalation request.
- Contact and notify other departments via Smart Chat of any repair and emergency locate request.
- Work on reported repair trouble tickets, update status, screen trouble tickets and either dispatch a technician if the trouble is outside or retest trouble through the central office (connecting to the switch) and fix the translation or dispatch into facilities or special translation department if need it.
Acting Load Control Manager
AT&T, INC.
Orlando
12.2011 - 04.2016
- Analyzing the daily cable, maintenance, and installations workload by area (Turfs) assigning and dispatch out jobs to services technicians, handle Basic24 troubles and U-verse service level agreement tickets, escalating to field supervisors, creating, or adding work schedules for loaned and regular technicians.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Coached, mentored and trained team members in order to improve their job performance.
- Created monthly reports for senior management summarizing operational performance metrics.
Maintenance Administrator
AT&T, INC.
Orlando
10.2011 - 04.2016
- Handle escalations request via smart chat or phone, communicate with the load balance managers, update dispatch system EDGE, service order as well as maintenance repair tickets with the new due date; handle jeopardies for regular pots orders and U-verse, completing orders and clearing service order errors using the SOCS system application, provide status on maintenance repairs tickets as well as service orders; screen service orders and maintenance ticket, escalate customers request to field managers for resolution; status customer of orders and maintenance tickets.
- Follow up Special services order (Circuits DS1-T1’s-T3’s) process from the date is issued until the date the service order is design and ready for dispatch; analyze questionable activities in service orders and either complete the service order or refer to the proper department to handle it; analyze service projects or services order to update latitude and longitude.
- Investigate incoming request from Account Managers and Service Executives to complete worked service and installation orders, using different system like TN3270, SOCS, EDGE (Dispatch System) and WAFA C.
Maintenance Administrator
AT&T, INC.
Jacksonville
09.2006 - 10.2011
- Create maintenance trouble tickets for circuits from customer contacts, analyzing different trouble tickets using different programs ex, Greta, BPM, Basic8 and smart chat to help others AT&T employees in creating or getting status on tickets.
- Help desk/lead person helping other employees in finding complex account information for customers to create the tickets with the correct information using different systems.
- Determine compatibility between trouble conditions and trouble reported by the customer as well as closing trouble report as appropriate.
Customer Service Representative
AT&T, INC.
Miami
01.1999 - 11.2003
- Utilize the CRT system to resolve and investigate billing inquiries, discrepancies and/or adjustments, as well as other inquiries and complaints by phone; research and follow up with customers to make sure customer was aware and updated of the investigation that was taking place, makes minute-by-minute decisions that will result in customer satisfaction.
- Collect delinquent bills in different assignments by contacting customers, usually by telephone or either mechanized or self-composed letters.
- Records data, notations, and/or completes forms via on-line system while communicating with customers by telephone.
- Supporting Sale Associate representatives daily to clear service orders errors and issued service order in complex systems.
- I was trained as acting assistant manager taking escalations and helping customers to resolve their issues with bill discrepancies and credit.
- Served as the telephone expert to the customer by discussing and handling billing inquiries, product and service inquires, toll and order inquiries, other miscellaneous inquiries, and complaints or customer requests which are related to other departments including referrals to another AT&T entities or other companies.
- Consults with customers to recommend and sell a variety of telecommunications products and/or services to meet customer’s needs.
- Utilized appropriate sales techniques.
- Required to meet sales targets, as well as meet or exceed customer care commitments.
- Negotiate service order requests from customers and inputs orders via on-line system for installation, removal, or changes of telephone service.
Sales Associate (Multilingual-Spanish)
AT&T, INC.
01.1992 - 01.1998
- Consults with customers to recommend and sell a variety of telecommunications products and/or services to meet customer’s needs; Utilizes appropriate sales techniques to encourage a good customer relationship and enhance the buying experience.
- I was required to meet or exceed individual sales objectives, as well as meet or exceed customer care commitments; Serves as the telephone expert to the customer by discussing and handling billing inquiries, product and service inquires, toll and order inquiries, other miscellaneous inquiries, and complaints or customer requests.
- Determines credit and security requirements and extensions of credit; negotiates billing inquiries and/or adjustments, other inquiries, and complaints.
Receiving Manager
WARREN TECHNOLOGIES
Hialeah
01.1992 - 01.1998
- Keep, control, and maintain a daily inventory of products used in the completed and future orders; issued daily stock reports; maintain stocks to fulfill customer requests.
Education
Project Management Diploma -
Alison Advance Learning Interactive System
Online01.2016
Introduction to Cloud Computing Certificate -
Alison Advance Learning Interactive System
Online01.2016
Computer Science -
Hudson County Community College
Jersey City, New Jersey01.1988
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Customer relationship management
- Contract management
- Complex problem-solving
- Project management
- Computer proficiency
- Adaptability
- Multitasking
Certification
- PMP - Project Management Professional
- Introduction to Cloud Computing
Awards
1989, Hudson County Community College Dean List
Languages
Spanish, Native or Bilingual
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Specialist Financial System Analyst
AT&T, INC.
05.2022 - 12.2024
Customer Service Associate
AT&T, INC.
03.2019 - 05.2022
Maintenance Administrator
AT&T, INC.
04.2016 - 03.2019
Acting Load Control Manager
AT&T, INC.
12.2011 - 04.2016
Maintenance Administrator
AT&T, INC.
10.2011 - 04.2016
Maintenance Administrator
AT&T, INC.
09.2006 - 10.2011
Customer Service Representative
AT&T, INC.
01.1999 - 11.2003
Sales Associate (Multilingual-Spanish)
AT&T, INC.
01.1992 - 01.1998
Receiving Manager
WARREN TECHNOLOGIES
01.1992 - 01.1998
Project Management Diploma -
Alison Advance Learning Interactive System
Introduction to Cloud Computing Certificate -
Alison Advance Learning Interactive System
Computer Science -
Hudson County Community College