Noe Grimaldo
Account Manager
EDINBURG,Texas
Summary
Resourceful Account Manager with excellent client oversight, issue resolution and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes.
Overview
20
20
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
Account Manger
Teleperformance USA (Expedia)
Edinburg , Texas
11.2020 - Current
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Listened attentively to client feedback to create stronger relations and shape business.
- Gathered all of the figures and estimates in order to produce monthly accruals and invoices.
- POC with the client to avoid payment delays and keep accounts receivable in good standing.
- We coordinate our efforts to identify gaps and automate and to prevent Human errors. Our goal is to automate every report and simplify the view to all levels
Computer System Analyst & Account Manager
Teleperformance USA (Comcast)
Edinburg , Texas
01.2014 - 11.2020
- QBR's and MBR's engagement on the business sense of the Comcast Central. Division on four countries USA, Mexico, Colombia and Jamaica.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems and following up with potential and existing clients.
- Preventive actions to guarantee financial goals (Budget, Revenue, GM% and KPI impacting).
- Works closely with the project team in order to maintain a continuous knowledge of project status in order to identify potential issues and/or opportunities within or related to the project.
- Design and create reports for Operations to better manage the needs for our Clients.
Assistant Workforce Manager
Teleperformance USA (Comcast)
Edinburg , Texas
01.2011 - 01.2014
- Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations.
- Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment.
- Recommend procedural and operational guideline changes to improve communication and operational efficiency.
- Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data.
- Established Daily Reports to increase service levels, occupancy and performance.
- Analyzing real-time call trends and make adjustments to staffing to ensure service levels as well as company's financial goals (efficiencies) are met.
- Managed 10 WFM Analyst to ensure effectiveness on shrinkage, forecasted volumes, call patterns, shift timings and reporting.
Operation Manager
Teleperformance USA (Direct Energy)
Edinburg , Texas
01.2010 - 01.2011
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Identified procedure or process changes required to improve performance and productivity.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
Traffic Control Manager
Teleperformance Mexico (Sprint)
Edinburg , Texas
01.2007 - 01.2010
- Daily supervision of 5 Traffic Control staff members Responsible for an effective schedule distribution or 1000 agents, 50 Supervisors and 5 Floor Managers for the SPRINT Campaign.
- Monthly equipment Inventory, Monitoring and Control Automatic Daily System Reports Expert with Database, Excel and Administration on programs.
- Developed and managed document tracking procedures and data gathering processes.
- Balanced workloads and assigned specific tasks to team members in order to accomplish objectives.
- Performed continuous evaluations of labor hours and expenses to maintain budget controls.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Conducted project status meetings to assess work and discuss changes.
Customer Service Representative
Teleperformance Mexico (Sprint)
Monterrey, Nuevo Leon, Mexico
01.2003 - 01.2007
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Assist the Customers in Billing, Activation, and Trouble shooting accounts.
Education
Associate of Science - Computer Operating System
Specialization On Advanced Informatic Technical
Monterrey, Nuevo Leon Mexico 08.1996 - 07.1999
Skills
Database Management
Relationship building and management
Product and service sales
Account servicing skills
[Enterprise Administrator and ICS Rockwell] Expertise
[Avaya CMS] Expertise
SQL Power PV Tables MS Excel Automate Systems
Accomplishments
Missionary Work in Houston TX from 2001 to 2003
Additional Information
WORK Missionary Work in Houston TX in 2001 to 2003
Timeline
Account Manger
Teleperformance USA (Expedia)
11.2020 - Current
Computer System Analyst & Account Manager
Teleperformance USA (Comcast)
01.2014 - 11.2020
Assistant Workforce Manager
Teleperformance USA (Comcast)
01.2011 - 01.2014
Operation Manager
Teleperformance USA (Direct Energy)
01.2010 - 01.2011
Traffic Control Manager
Teleperformance Mexico (Sprint)
01.2007 - 01.2010
Customer Service Representative
Teleperformance Mexico (Sprint)
01.2003 - 01.2007
Associate of Science - Computer Operating System
Specialization On Advanced Informatic Technical
08.1996 - 07.1999