Eddson Aroldo Lopez
B2B Billing & Presentment Associate
Guatemala City
Summary
Customer Operations Team Lead with 13+ years of experience leading customer support, billing operations, invoice management, and process improvement for US-based enterprise clients. Proven ability to coach teams, resolve escalations, optimize workflows, and deliver high-quality service in KPI-driven environments.
Overview
2
2
Languages
14
14
years of professional experience
Work History
Customer Service Representative / Floor Support
Pan American Communications
03.2012 - 02.2017
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Supported new team members on customer service protocols and company policies.
Xerox Prebilling Associate
HCL Technologies
03.2017 - 09.2019
- Client support: Helped ensure accurate billing and smoother processes by assisting customers with reporting challenges.
- Improved printer usage reporting for County of Los Angeles, increasing billing accuracy in the first 6 months.
Xerox Billing Associate - XSITE
HCL Technologies
09.2019 - 07.2021
- Resolved billing discrepancies for federal and public-sector clients such as
State of Michigan and USDA, ensuring accurate invoicing and contractual
compliance. - Managed customer queries regarding billing discrepancies, providing effective resolutions.
- Collaborated with cross-functional teams to streamline billing processes and enhance efficiency.
Xerox Invoice Presentment Associate
HCL Technologies
07.2021 - 07.2022
- Developed client-specific invoice processes to meet deadlines with companies such as Morgan Stanley, Humana and Waste Management.
- Client solutions: Delivered flexible responses to unexpected needs in invoice presentation.
- Streamlined communication processes between stakeholders, minimizing delays and improving collaboration.
- Innovation: Developed customized processes for specific clients, enabling colleagues to emulate and scale improvements.
Xerox Invoice Presentment Team Lead
HCL Technologies
07.2022 - 07.2026
- Guided the team through urgent scenarios to safeguard invoice delivery and quality.
- Ensured representatives had no barriers in presenting invoices effectively.
- Implemented process improvements, resulting in increased team efficiency and productivity.
- Supported onboarding and skill growth of new team members through structured training.
Education
Bachelor of Computer Information Systems -
UNIVERSIDAD MARIANO GALVEZ
Guatemala City, Guatemala 05.2001 -
High School Diploma -
INSTITUTO TECNICO DIVERSIFICADO EN CONSTRUCCION
Guatemala City, Guatemala 05.2001 -
Skills
Attention to detail
Billing systems and invoice process design
Customer satisfaction
Coaching and mentoring
Microsoft Office
Xerox-related tools and systems
Timeline
Xerox Invoice Presentment Team Lead
HCL Technologies
07.2022 - 07.2026
Xerox Invoice Presentment Associate
HCL Technologies
07.2021 - 07.2022
Xerox Billing Associate - XSITE
HCL Technologies
09.2019 - 07.2021
Xerox Prebilling Associate
HCL Technologies
03.2017 - 09.2019
Customer Service Representative / Floor Support
Pan American Communications
03.2012 - 02.2017
Bachelor of Computer Information Systems -
UNIVERSIDAD MARIANO GALVEZ
05.2001 -
High School Diploma -
INSTITUTO TECNICO DIVERSIFICADO EN CONSTRUCCION
05.2001 -