David Santizo
Guatemala,Guatemala
Summary
Customer Billing Manager with a wealth of experience spanning over 10 years in the dynamic BPO industry, and a vibrant side hustle as an English Coach. Thrive in the world of billing management, consistently driving revenue optimization, reducing errors, and enhancing collection rates through attention to detail and efficient processes. Simultaneously, I'm deeply passionate about helping individuals elevate their communication skills, be it for presentations, negotiations, or written correspondence, through personalized English coaching. This unique blend of BPO industry know-how and linguistic expertise allows to excel in both roles, fostering business success while nurturing language abilities.
Overview
7
7
years of professional experience
Work History
Customer Billing Manager
HCLTech
12.2019 - Current
- Responsible for managing all activities and staff in with direct impact on client's billing and invoices, for $1.5M average monthly revenue portfolio encompassing federal, commercial, state and local and healthcare provider contracts.
- Oversee development of policies and procedures that ensure timely, accurate customer invoicing.
- Manage cross functional teams of 10+ people involved in new and existing business billing set up, implementation and maintenance for 50+ clients portfolio.
- Advise on invoicing solutions to address customer customized billing requirements.
- Interfacing with accounts receivable, credit/collections, and client purchasing departments as key liaison to facilitate invoice payment within terms to reduce impact of cash aging.
- Interface with operations to enhance processes that prevent recurring defects in data collection (leases or rate cards, meter reads and variable billing/supplies).
English Coach
E4CC
02.2022 - Current
- Impart english lessons for A0 up to C1 groups of 15+ people.
- Plan and prepare lessons, including developing activities to engage students in learning through dynamic speaking activities.
- Monitor student progress, provide daily feedback, and maintain records of attendance, grades, discipline issues, and other information.
- Evaluate students weekly on their knowledge of various topics, such as grammar, pronunciation, fluency, comprehension and intonation.
- Conduct classroom activities such as oral expositions, fluency exercises, or administering tests and quizzes.
Billing Inquiries Supervisor
Xerox - HCLTech
12.2017 - 12.2019
- Worked with 15+ representatives by overseeing billing queries and transactions to ensure requests are accurately and timely handled, and, resolving any billing-related issues that arise between customers and internal partners.
- Approved 200+ billing adjustments monthly ranging from $5k up to $100k+ to secure process, contractual and legal compliance. Standardized this process to streamline it and improved approval turnaround from 48 hours to 24 or less.
- Developed automated Excel tool to render and 100+ invoice revisions that reflect adjustments on customized PDF invoices, accelerating resolution time frame from 10 business days to 7 or less.
- Supported two front line managers to ensure associates ticketing cycle runs smoothly, achieving team metrics (turnaround timeframe and quality) while maintaining focus process adherence and professional customer support
- Conducted weekly feedback sessions to develop bottom performers establishing actions plans to improve performance with specific deadlines.
Billing Inquiries Representative
Xerox
03.2017 - 11.2017
- Processed and resolved 60+ billing inquiries for customers and/or internal partners, pertaining commercial, state and local and healthcare provider contracts.
- Identified, evaluated and acquired key inputs to enable timely and accurate billing inquiries resolution and customer satisfaction whether was through billing transactions (adjustments, applications, etc), contract or invoice explanation or process and resource engagement.
- Accountable for achieving team metrics for timeliness and quality, while maintaining focus process adherence and professional customer support.
- Established preventative action plans and provided feedback for each billing adjustments to avoid recurrence, with clear required actions from internal partners that result in billing and invoicing sustained accuracy.
Education
Certification - Yellow Belt
Lean Six Sigma
Guatemala07.2023
Certification - Business Intelligence
ESI School of Management
Guatemala09.2019
Certification - Project Management
ESI School of Management
Guatemala12.2017
Certification - QwikBelt
Lean Six Sigma
Guatemala08.2017
High School Diploma -
Liceo Guatemala
Guatemala10.2009
Skills
- Organization
- Self-management
- Communication
- Problem-solving
- Conflict Resolution
- Decision making
- Analytical Thinking
- Adaptability
Technical Skills
Excel - Intermediate
Power BI - Intermediate
Tableau - Novice
AutoCad - Intermediate
Revit - Novice
Languages
English - C1, Italian - B1, Spanish
Native language
Timeline
English Coach
E4CC
02.2022 - Current
Customer Billing Manager
HCLTech
12.2019 - Current
Billing Inquiries Supervisor
Xerox - HCLTech
12.2017 - 12.2019
Billing Inquiries Representative
Xerox
03.2017 - 11.2017
Certification - Yellow Belt
Lean Six Sigma
Certification - Business Intelligence
ESI School of Management
Certification - Project Management
ESI School of Management
Certification - QwikBelt
Lean Six Sigma
High School Diploma -
Liceo Guatemala
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