Keneth Springer
Panama City,8
Summary
Demonstrated success in managing contact information updates within Microsoft subscriptions as a Billing and Payment Support Specialist. Addressed billing and payment-related inquiries, showcasing exceptional problem-solving and communication skills. Efficiently managed a customer catalog list, contributing to revenue recovery of approximately $2.9M. Successfully transitioned to the role of Cloud Software Operations Analyst, emphasizing adaptability to evolving technologies and methodologies. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Cloud Software Operations Analyst
Dell Technologies
01.2022 - Current
- Managed contact information updates within Microsoft subscriptions, showcasing a dedicated and detail-oriented approach
- Successfully addressed billing and payment-related inquiries, resolving refund issues and ensuring exceptional customer satisfaction
- Proficiently updated and maintained accurate customer contact information in the Microsoft Flex system
- Collaborated with internal teams to guarantee precise billing information in customer accounts, showcasing strong communication skills
- Processed payment updates, resolved discrepancies, and assisted customers in understanding billing statements
- Investigated and promptly resolved refund issues, contributing to a positive customer experience
- Effectively managed a customer catalog list for the pre-suspension process, resulting in revenue recovery of around $2.9M
- Demonstrated strong analytical and problem-solving skills, handling complex technical challenges
- Collaborated seamlessly with IT teams, management, and stakeholders to achieve common goals
- Adapted to evolving technologies and methodologies, highlighting a quick learning ability
- Actively contributed to process improvement initiatives, streamlining workflows for enhanced efficiency and effectiveness
- Developed an RPA for a macro project, saving over 400 hours per year in collecting and sending bundle emails.
Sales Support Analyst
Dell Technologies
01.2017 - 01.2022
- Engaged with the S&P Special Pricing Team to negotiate and finalize agreements with 3rd party distributors/vendors for Large/Customized Opportunities, ensuring competitive pricing for Customer Specific Special pricing to secure business for US, CA, and LA Sales teams (Processing CS SKU)
- Managed a critical function involving the simultaneous handling of multiple email accounts, efficiently addressing incoming and outstanding messages from various accounts, vendors, distributors, and the sales team
- Assigned to a pivotal project within the S&P Large Ops team: S&P Catalog Management
- This project marked a strategic shift from reactive to proactive customer service, aiming to provide a superior customer experience
- Participated actively in several special projects, collaborating with different members of the S&P Large Ops and Special Projects team, including managers and advisors
- Contributed significantly to Global Request for Proposal support for the US, Canada, and Latin America, showcasing expertise in handling international business initiatives.
Customer Care Field Support
Dell Technologies
07.2013 - 01.2016
- Responded promptly to customer service inquiries, providing comprehensive information about the company's products, features, and services
- Collaborated with various departments to achieve sales goals and enhance maintenance services through continuous process alignment
- Provided effective resolutions to customer issues via phone and email, ensuring an optimal and efficient customer experience for high-quality service
- Facilitated tracking of customer purchases, contributing to streamlined logistics and improved customer satisfaction
- Supported the sales team by managing replacements, returns, deliveries, and financial transactions
- Successfully trained team after relocation to India, ensuring a smooth transition and consistent service standards.
Education
Bachelor's degree - Business Administration and Management, General
Kuepa
04.2024
Skills
- Client Delivery
- Business Development
- Performance Analysis
- Customer Service Management
- Robotic Process Automation (RPA)
- Microsoft Excel
- Data Analysis
- Collaborative approach
- Multitasking
- Collaborative Problem Solving
- Analytical Thinking
- Team Collaboration and Leadership
- Data Research and Validation
- Process Improvements
Accomplishments
- Collaborated with team of 3 in the development of RPA Automation Process.
- Achieved 90% through effectively helping with Pre-suspension customers payment collection
- Resolved product issue through consumer testing.
Certification
Diplomado en Gestion de Calidad y Definicion de KPIs - Centro de Excelencia Educativa de Panamá (CEEDPA)
Strategic Project Contributions
- Played a crucial role in the S&P Catalog Management project, leading the team to work proactively for customers, resulting in a better customer experience.
- Active participation in special projects, including Sole Source Clean Up and Global Request for Proposal Support for the US, Canada, and Latin America, showcasing adaptability and problem-solving skills.
Collaboration And Communication
Collaborative team player with excellent communication skills, working seamlessly with internal teams, IT, management, and stakeholders to achieve common goals. Trained the Eclerx team after its relocation to India, demonstrating leadership and training abilities. These achievements highlight a dynamic skill set, combining technical proficiency, customer-centric focus, strategic thinking, and effective collaboration. The promotion from Sales Specialist to Analyst underscores a consistent commitment to excellence and performance.
Awards
- Overall Performance - Dell Technologies 2015
- Top Overall performance
Affiliations
- Junior Achievement
Languages
Spanish
Native language
English
Proficient
C2
Timeline
Cloud Software Operations Analyst
Dell Technologies
01.2022 - Current
Sales Support Analyst
Dell Technologies
01.2017 - 01.2022
Customer Care Field Support
Dell Technologies
07.2013 - 01.2016
Bachelor's degree - Business Administration and Management, General
Kuepa
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