Guiller Dennis Ricario

Client Consulting:

1. Delivers consulting solutions in the SAP Concur Expense against contractual and project requirements.

2. Advises and defines SAP Concur Expense solutions by helping to solve business and technical challenges.

3. Provides specialist subject matter expertise in line with the solution.

4. Takes total ownership of delivering solutions and value to the customer by leading projects and project teams.

Utilization and Revenue

5. Delivers utilization in line with targets.

6. Delivers against a resource plan which drives personal and company utilization.

7. Identifies further opportunities for revenue.

Consulting Team Player

8. Acts as a specialist within the consulting group by attaining and sharing best practice, knowledge and skills.

9. Is a mentor to less experienced team members to support their professional development and personal performance.

10. Maintains an up to date knowledge and zest for the latest trends and utilises this understanding to bring innovation to our ways of working.

• Provide excellent account management, project management and technical consulting to Five9’s clients who have enrolled in TSM & TAM Services.
• Partner with clients to build and maintain a ‘Trusted Advisor’ relationship; understand their business needs, propose recommendations and solutions designed to optimize Five9’s platform and enhance operational effectiveness.
• Articulate the value of Five9’s services, products and concepts through presentations, demonstrations and open discussion with clients.
• Educate and train clients on administration and utilization of Five9 products to help them become self-sufficient.
• Directly support and troubleshoot technical issues as needed.
• Manage service interruptions which could impact client’s business operations; research root cause analysis and communicate next steps to clients and internal teams to help mitigate any risk.
• Keep clients informed of any/all issues that could potentially impact Five9’s platform such as routine maintenance, patches, software product changes and releases.
• Partner with internal account teams and other business units to foster an environment of learning, execution, and continuous process improvement.
• Provide customer support case oversight and status updates to both internal management and clients on a regular basis.
• Adopt a proactive mindset to help anticipate client’s needs and mitigate service and operational issues.

Understand client’s business requirements in order to best configure the system and exceed client expectations.

· As requested, communicate (via phone, chat or online case/email) with the client, discussing: goals, priorities, product roadmap, monthly releases and positioning additional services for identified gaps

• Assist in identifying usage gaps to increase adoption levels.
• Perform configuration changes as requested by the customer.
• Facilitate manual and automated data imports and exports.
• Create and submit any Solution Suggestion according to client needs and scope of Concur products/services

Activity with all Clients

• Make myself consistently available to assist with customer requests (research, respond and act) as needed
• Coordinate conference calls with customers and Concur technical resources to expedite troubleshooting when needed.
• Communicate difficult messages, such as ‘R&D won’t fix’, ‘Feature request not available in the current product’, when necessary, or work closely with Client Development or management to communicate messages.
• Assist clients navigating, contacting Concur resources, i.e. Client Executive, Billing, and Audit Services, as necessary.
• Mediums of communication can involve and are not limited to direct calls, conference calls, screen sharing, emails, cases, chat, etc.
• Escalate issues to designated team contacts and/or cross-functional teams in a timely manner to ensure client issues are addressed
• Accountable to the customer and to each other in solving the problem and providing transparency to my clients so they are aware of options and plans to resolve any outstanding concerns.
• Act as an escalation point and conduit to engage appropriate members within internal teams to assign tasks and discuss possible resolutions to client’s challenges

General Responsibilities for Service Administration Coaches

• Develop and maintain functional and technical product knowledge with SAP Concur Expense, Invoice, Travel and Request platforms.
• Be aware of, and comply with, all corporate policies.
• Act with the customer in mind and demonstrate the ability to express empathy toward a customer that has raised issues or concerns.
• Detail all communication in internal tracking tools in a timely manner.
• Provide contributions to Concur’s project methodology and document library which includes development of new documents/processes as well as updates to existing documents/processes.
• Develop and maintain knowledge of Concur’s implementation and support practices and methodologies
• Consistently communicate project status with Client Success Management team as needed

● Worked as an all around home based employee for a retail company based in the U.S.

● Handles and resolves all customers concern via phone or email

● Does training for new hires

● Back office work (uploading tickets, selling tickets, buying, etc.)

● Handles inbound and outbound calls

● Accounting of sales

● Qualifying each client lead and successfully gaining an appointment to visit the community

● Enthusiastically engaging each caller and representing the community in a highly professional manner

● Successfully and accurately answering prospect questions and providing appropriate additional information regarding apartment communities, amenities, and specific apartment homes

● Capturing accurate and legible documentation on all call activity in the PAMM system as required

● Respond rapidly and accurately to on-line requests for information from prospective residents

● Escalate issues in accordance to Contact Center guidelines when necessary

● Consistently maintaining departmental standards for quality

● Achieving defined productivity goals

● Responsible to meet all company policies and procedures

● Responsible to follow weekly schedules and schedule changes based on call volume

The following are my responsibilities:

● Managing daily client transactions and inquiries accurately, within established deadlines, and in accordance with existing policies and procedures

● Maintaining client confidentiality at all times and developing intimacy with client

● Researching, following up and resolving client inquiries and problems

● Participating in special projects as assigned by Team Manager

The following are my responsibilities:

● Last point of escalation at Dell

● Answers and resolves emails/mail sent to Michael Dell (CEO) and the Executive Leadership Team

● Answers and resolves general mails and fax sent to the Corporate Office, BBB (Better Business Bureau) complaints, Attorney General Cases, Legal cases, Internal CRC (Care Resolution Center) requests and a lot more.

● Contributes to process improvement by identifying problems and reporting issues

● Drives reduction of executive escalations thru road shows / huddles / fairs / knowledge checks

● Contribute to the overall service level by maintaining weekly productivity metrics

● Assume ownership on customer issues from front line agents and resolution specialists to ensure timely and accurate resolution on a consistent basis

● Responsible in updating Executive Escalations team and Quality Analyst monthly and yearly stack ranking report (ad hoc basis)

The following are my responsibilities:

● Listening and auditing recorded calls for quality purposes and delivering the feedback at the same time in a constructive way

● Conducting huddle hops for every updates to make sure that everybody is aligned with the process

● Attending conference calls to ensure that the business is aligned globally

● Attending daily calibration to ensure that the Quality Team members are calibrated with each other

● Facilitating weekly calibration with Team Managers/Coaches to ensure that everyone is calibrated with the whole process

● Preparing reports to track the trending on different attributes of Quality Management Standardization

● Maintaining the number of audits per week versus the number of overturns

The following are my responsibilities:

● Answering general questions via phone regarding accounts

● Documenting the customer’s account regarding reason for call

● Routing work orders to appropriate departments when issues are not resolved during the call

● Referring customers to Case Manager when appropriate

● Communicating with Team Manager, team members and other staff regarding concerns and solutions

● Maintaining pertinent paperwork and/or records through data entry

● Responsible for meeting established individual and team performance targets, which include customer service, productivity and quality standards

● Initiating and processing one-time credit card order entry

● Providing concessions to customer for appropriate issues

● Ensuring quality service to consumers based in US

● Graduated with certificate for Dell Home Sales Training

*** Performed the role of a back-up Resolution Specialist for Order Status queue in Pasay from August - September 2007***

● Assisted reps in handling specific order status issues

● Performed coaching and monitored agents performance by service observe and provide feedback

● Took escalation calls due to order delay related issues

● Submits reports to manager on a weekly basis for representative’s improvement

The following are my responsibilities:

● Ensure quality of calls through random call monitoring

● Motivate, Recruit, Interview, Hire and Train perspective representatives

● Monitor schedule adherence and attendance of the entire shift

● Supervise Technical Support, Consumer Affairs, Retail and Order Entry Department

● Ensure the smooth flow of the center’s daily operation by jump starting the peak shift

● Handle escalated consumer issues and complaints

● Ensure 100% total consumer satisfaction

● Generate reports to the Operations Manager and Consumer Affairs Head

● Supervise and assist in Email Support

● Handle Incoming./Outgoing Fax from Order Entry, Retail Department and Consumer Affairs

● Provide quality service to consumers based in US and Canada

The following are my responsibilities:

● Make Inbound/Outbound calls to assist customer

● Process Order Entry account

● Process Retail Authorization request from various dealers/retailers (Home Depot, Walmart, Lowe’s, CostCo, BJ’s, Menards)

● Handles and assists customer emails

Assigned for the following responsibilities:

● Handle inbound and outbound calls for collection

● Make outbound calls for Employment Verification (EV)

● Generate monthly report of assigned queues

● Make inventory and monitored accounts for payment arrangements

● Responsible for the secrecy of the assigned accounts

● Undergo one month training of United States, Fair Debt Collection Practices Act (FDCPA) Law

● Deal with delinquent and charge-off accounts