Dan Gerber Malapit Bolanos

Global Customer Support / Order to Cash Team Lead Accenture Inc. (Google Account) (May 1, 2018 – December 20,2024) - Team Supervision: Oversee and manage a team of customer service representatives, ensuring they adhere to company policies and procedures. - Performance Management: Monitor individual and team performance metrics such as quality cases, adherence to schedule, and customer satisfaction ratings. Provide regular feedback and coaching to team members to improve performance. - Training and Development: Conduct training sessions for new hires and ongoing coaching for existing team members to enhance their skills and knowledge of products/services, communication techniques, and problem-solving strategies. - Reporting and Analysis: Generate and analyze reports on team performance, identifying trends, areas for improvement, and opportunities for optimization. Use data-driven insights to make informed decisions and implement strategies to enhance team effectiveness. - Team Motivation and Engagement: Foster a positive and supportive work environment by recognizing and rewarding achievements, promoting teamwork and collaboration, and addressing any issues or concerns raised by team members. Billing and Collections Analyst (SME) Arvato Corporation (Google Account) (Feb. 2, 2015 - April 30, 2018) - Responsible for certain types of Payment Application related requests received via Cases System. - Deals with various scenarios with regards to Remittances, Proof of Payment, Promise of Payment and Payment Confirmation Cases. - Responsible for checking and validating customer invoices before sending it to them. - Other Ad hoc Tasks (Validating 4 eye Rejections, Internal Quality Review, Quick Wins, and Ambassador of Editing Canned Responses).

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