Assist technicians with daily service needs, including troubleshooting Plus system issues, reviewing contracts, addressing pricing inquiries, and maintaining overall customer satisfaction.
Review contractor commission requests, verify accuracy, and determine appropriate payout amounts in accordance with company guidelines.
Provide advanced troubleshooting support for L250, FC100, and FI100 units across all brands, including Lifesafer, Guardian Interlock, and Monitech.
Manage and resolve Asana tickets related to compliance, wiring concerns, and accounting matters.
Coach team members and distribute Asana tickets strategically based on call volume and workload.
Collaborate with CRT and CSG teams to address escalated client issues, ensuring timely, accurate, and effective resolutions.
Bilingual Customer Service Representative
Scram Systems
07.2014 - 01.2024
Provided customer service in Spanish and English to customers over the phone, responding to inquiries and resolving issues while following strict SOP policies for Lifesaver, Guardian Interlock, Monitech, and Quickstart.
Assisted CSG with Daily POC based on overflow need.
Assisted CRT with time-sensitive requests and customer follow-ups.
Assisted Monitech with mechanics override request verification and override instructions.
Fulfilled daily tasks assigned by Leadership, including managing shop closure lists and rescheduling appointments.
Followed up with clients when escalation was requested.
Workers Compensation Medical Interpreter
PF Transport
Atlanta, GA
06.2015 - 04.2018
Interpreted between English and Spanish for medical staff to facilitate communication with patients in a timely manner.
Adhered to professional standards of conduct when interacting with colleagues and clients.
Worked independently and collaboratively with other interpreters, nurses, and physicians.
Maintained strict patient confidentiality in full compliance with HIPAA regulations.
Provided individual reports for each patient and outcome, invoiced weekly for time, mileage, and services provided.
<ul>
<li>Managed and prioritized service requests to meet customer deadlines and expectations. Maintain detailed written records, and provide audit reports on customer equipment. Update asset databases and other internal systems. Rack and stack customer equipment in data center environments, and install circuits requiring advanced fiber terminations using a fusion splicer. Set up telecom cabinets, fiber trays, and cage wiring for customer equipment. Perform installation, testing, and modification of cross-connects, including coax, fiber, twisted pair copper, and other cabling, according to SOPs. Support standard data center cross-connect work orders (installs, terminations, modifications). Install 'across-connect' circuits, such as switched or multiplexed circuits. Troubleshoot fiber and copper circuits, and collaborate with the networking team as needed. Work with customers to resolve issues, supporting standard testing and installations of their assets. Regularly communicate with customers, providing updates and troubleshooting support. Deliver exceptional customer service, and raise any issues to the appropriate teams. Provide on-site support, including access control, and escorting services for customers. Support customers with inbound and outbound shipments, including inventory management, and staging.</li>
</ul> at Equinix Data Center<ul>
<li>Managed and prioritized service requests to meet customer deadlines and expectations. Maintain detailed written records, and provide audit reports on customer equipment. Update asset databases and other internal systems. Rack and stack customer equipment in data center environments, and install circuits requiring advanced fiber terminations using a fusion splicer. Set up telecom cabinets, fiber trays, and cage wiring for customer equipment. Perform installation, testing, and modification of cross-connects, including coax, fiber, twisted pair copper, and other cabling, according to SOPs. Support standard data center cross-connect work orders (installs, terminations, modifications). Install 'across-connect' circuits, such as switched or multiplexed circuits. Troubleshoot fiber and copper circuits, and collaborate with the networking team as needed. Work with customers to resolve issues, supporting standard testing and installations of their assets. Regularly communicate with customers, providing updates and troubleshooting support. Deliver exceptional customer service, and raise any issues to the appropriate teams. Provide on-site support, including access control, and escorting services for customers. Support customers with inbound and outbound shipments, including inventory management, and staging.</li>
</ul> at Equinix Data Center
Bilingual Service Center/Service Operation Support/GV-MS Lead Payroll Specialist/GV-Front Line Leader Payroll Manager at ADP Global View MNCBilingual Service Center/Service Operation Support/GV-MS Lead Payroll Specialist/GV-Front Line Leader Payroll Manager at ADP Global View MNC
Vice President- L1 Services (Service Desk, Batch, Command Center, Release and Deployment) & Vendor Management - Service Delivery manager for Production Support L2 at CITI CORPVice President- L1 Services (Service Desk, Batch, Command Center, Release and Deployment) & Vendor Management - Service Delivery manager for Production Support L2 at CITI CORP
<ul><li>Managing Germany, Italy, Spain, Sweden, Qatar, and India payroll.</li><li>Managing Hire to exit process for all countries.</li><li>Processing one-time payments like Retention bonus, sign-on bonus, Relocation expense, sales commission payments etc.</li><li>Updating master files with respect to assigned entities. (New hires, Termination, salary changes, cost center, department class changes).</li><li>Support HR processes related to onboarding, contract changes, terminations, and exit settlements in line with local legislation</li><li>Implemented end to end RSU/Stock option gain/ESPP program from payroll side for all regions.</li><li>Gross to net reconciliation.</li><li>Net payout reconciliation on employee wise.</li><li>Processing stock option (ESOP) taxation through payroll, ensuring accuracy by validating against the Share works report Remitting tax payments monthly within due dates to avoid penalties.</li><li>Processing third party payments (Insurance payments) once payroll is finalized.</li><li>Remitting pension contribution on quarterly basis for Italy.</li><li>Work with payroll service provider/ stake holders to ensure successful delivery of salary payments, compliance, and accounting.</li><li>Review month end /Quarter end closure and make salaries and accruals accounting properly.</li><li>Responsible for all payroll-related payments, forecast cash flow and cash requirement for the payroll.</li><li>Conduct payroll induction for new joiners for India.</li><li>Conduct monthly business review meetings with all service providers.</li><li>Part of product implementation team. (Care-lite tool) employee queries through ticket system.</li><li>Processing full and final settlement for terminated employees.</li><li>Validating investment proofs during year end.</li><li>Working on employee queries daily, responding within SLA.</li><li>Preparing capitalized R&D reports in the month end helps higher leaders to take strategic decisions.</li><li>Posting journal entries on NetSuite.</li><li>Preparing black-line reconciliation reports during the month end (Accrued vacation, accrued commission, Bonus, employee benefits, employee benefits advances).</li><li>Participate in global payroll projects, system testing, and process improvement initiatives.</li><li>Applications Knowledge: Workday, ADP Streamline, Oracle Net suite.</li><li>India Payroll-People work, Global Payroll-ADP Streamline and For Accounting Oracle Net suite.</li></ul> at Sprinklr India Private Limited<ul><li>Managing Germany, Italy, Spain, Sweden, Qatar, and India payroll.</li><li>Managing Hire to exit process for all countries.</li><li>Processing one-time payments like Retention bonus, sign-on bonus, Relocation expense, sales commission payments etc.</li><li>Updating master files with respect to assigned entities. (New hires, Termination, salary changes, cost center, department class changes).</li><li>Support HR processes related to onboarding, contract changes, terminations, and exit settlements in line with local legislation</li><li>Implemented end to end RSU/Stock option gain/ESPP program from payroll side for all regions.</li><li>Gross to net reconciliation.</li><li>Net payout reconciliation on employee wise.</li><li>Processing stock option (ESOP) taxation through payroll, ensuring accuracy by validating against the Share works report Remitting tax payments monthly within due dates to avoid penalties.</li><li>Processing third party payments (Insurance payments) once payroll is finalized.</li><li>Remitting pension contribution on quarterly basis for Italy.</li><li>Work with payroll service provider/ stake holders to ensure successful delivery of salary payments, compliance, and accounting.</li><li>Review month end /Quarter end closure and make salaries and accruals accounting properly.</li><li>Responsible for all payroll-related payments, forecast cash flow and cash requirement for the payroll.</li><li>Conduct payroll induction for new joiners for India.</li><li>Conduct monthly business review meetings with all service providers.</li><li>Part of product implementation team. (Care-lite tool) employee queries through ticket system.</li><li>Processing full and final settlement for terminated employees.</li><li>Validating investment proofs during year end.</li><li>Working on employee queries daily, responding within SLA.</li><li>Preparing capitalized R&D reports in the month end helps higher leaders to take strategic decisions.</li><li>Posting journal entries on NetSuite.</li><li>Preparing black-line reconciliation reports during the month end (Accrued vacation, accrued commission, Bonus, employee benefits, employee benefits advances).</li><li>Participate in global payroll projects, system testing, and process improvement initiatives.</li><li>Applications Knowledge: Workday, ADP Streamline, Oracle Net suite.</li><li>India Payroll-People work, Global Payroll-ADP Streamline and For Accounting Oracle Net suite.</li></ul> at Sprinklr India Private Limited