Franklin Matamoros-Happer

Manage and escalate SABA issues and work with Tech support team until issues are solved. Distribution of daily workload Development of metrics and reporting for the team. Management of escalations from customer. Development and maintenance of internal Standard Operating Procedures. Project design and implementation for team improvement. Monitoring on system issues/updates within the team. Improvement of the customer experience, encouraging organic growth.

Leading 101 migrations from US and the different business in LATAM countries. Responsible for conducting the Information Security program for the site. Leading of the Global standardization of Migration procedure. Global R&C Coordinator developing manual procedures Leading of the internal communication strategy and training aimed at information security employees. Perform risk assessments Leading of the Secure Workplace program. Creating and maintaining the Business Recovery Plan.

Leading of the LATAM standardization of processes for Sales Operations Support Center. Team leading for 5 business analysts located in Argentina, Mexico, Brazil and Costa Rica. Assigned as the regional SPOC (single point of contact) for sales crediting assignment escalation process. Support the sales force on the ERP system, Sales territory Tool. Ownership of the Sales Credit assignment process for account managers across LATAM region

 Development of strategies to improve the quality of customer service.  Business Support Officer in the Commercialization Department for “GOLD Customers” and end user advisor for service projects.  Supervising and training for the customer representatives’ group.  Preparation of financial reporting such us intercompany transactions and fixed assets reconciliation.