Erlyne M. Montero Castro

1. Participate in meetings for the development of new applications, products, services and processes that contribute to improve the customer experience.
2. Writing the processes to be followed as a result of the initiatives worked with the different areas from the customer service and sales department.
3. Participation in the testing process of new applications and improvements of the existing ones for customer service and sales.
4. Data collection for the preparation and subsequent approval of Task Request, for changes and/or improvements in the company's systems used by the customer service and sales department.
5. Review and translate documents from English to Spanish and vice versa.
6. Review, update and channeling of Departmental Procedures and Practices of the different areas of Customer Service and Sales department, for its publication.

1. Collection calls to customers with overdue accounts.
2. Processing payments through Speed Pay collection platform.
3. Schedule payment promises and payment plans on mobile and fixed accounts.
4. Reactivate accounts suspended due to delinquency and/or credit limit.
5. Reactivation of cancelled accounts and creation of new accounts in cases where the account was already in write off.

6. Evaluate mobile accounts for the approval of new lines.
7. Evaluate accounts for credit rating change by payment method.
3. Perform identity validations in Equifax.
4. Manual credit checks through Trans Union.
5. Write letters of no debt and credit corrections to individuals.
6. Evaluating documents for approval of services to business clients (pymes, corporate and government).
7. Work on bankruptcy law adjustments and identify customer accounts covered under the law.
8.Process payments and accelerate installments for equipment balance for mobile customers.

1. Increased customer retention rates by developing and implementing effective loyalty strategies.

2. Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.

3. Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.

4. Boosted revenue through upselling and cross-selling opportunities during customer interactions.

5. Bill analysis.
6. Adjustments in charges for time with no service.
7. Open and escalate outage reports.

8.Processing orders for service plan change, number change and service transfer.

9. Process service cancellation orders