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Alain Gomez, Customer Service Representative / Reporting Specialist

Alain Gomez

Customer Service Representative / Reporting Specialist·Hilti Emirates LLC

United Arab Emirates

Bachelor's degree, Business Economics

Work experience

Total years of experience: 12 years, 7 months

Customer Service Representative / Reporting Specialist

February 2018 - June 2021

Hilti Emirates LLC

Dubai, United Arab Emirates

I found this job using Bayt.com

February 2018 - June 2021

- Surpassed 80 answered calls plus completed emails benchmark consistently while contributing the department outstanding service level of 90% monthly.

- Achieved monthly 99.8% in accuracy on processing purchase orders, quotations pro forma invoices, complaint handling (returns and billing disputes: credit, debit notes, tax invoice correction), and customer inquiries.

- Accelerated sales by winning 50% of leads created and generated AED 32, 000 in Q1 of 2021, the initial launched of initiative. Strengthened sales focus by upselling and cross-selling of products and services.

- Monitored and managed open orders and backorders, worked closely with logistics on availability, successor item, cost and schedule of incoming shipments and liaised information to customers. Ensuring orders are fulfilled.

- Developed Customer Service Performance Dashboard and proactively used for insights and steering.
Company industry:
Manufacturing
Job role:
Customer Service and Call Center

Business Reporting Specialist

May 2015 - January 2018

Hilti Emirates LLC

Dubai, United Arab Emirates

I found this job using Bayt.com

May 2015 - January 2018

- Redesigned and maintained over 20 existing reports. Engineered 3 reports and used heavily by strategic marketing department to coach sales team in pitching sales.

- Centralized 3 market organization’s (UAE, Bahrain and Qatar) sales dashboard. Teamed up with country managers and its peers.

- Headed in data collection from project stakeholders in 2 regions (META and APAC) for business reports centralization and refined data accuracy by formulating validation tools.

- Engineered Cost-Effective Analysis between Hilti Coring Solution and Hiring Contractor which is heavily used by strategic marketing in coaching sales team using the tool to show customers the savings.
Company industry:
Construction & Building
Job role:
Finance and Investment

Database Analyst

July 2012 - April 2015

G4S

Abu Dhabi, United Arab Emirates

July 2012 - April 2015

- Maintained Road Safety database and developed reports, visualizations, and analysis on road safety.

- Supervised team of 10 officers, facilitated operational trainings, software utilization and troubleshooting and quality data collection processes

- Communicated with project stakeholders on the analytics and possible actions plans for road safety compliance.

- Influenced client (road safety project manager) in rewriting and standardizing vehicle checklist to capture significant information’s.
Company industry:
Private Security Services
Job role:
Information Technology

Data Administrator / Investor Relations

November 2008 - May 2012

Thomson Reuters

Philippines

I found this job using Bayt.com

November 2008 - May 2012

- Researched daily on investor relation events corporate websites and respective stock exchanges.

▪ Maintained and updated company information of publicly listed companies globally timely and accurately.

▪ Analyzed and generated global and regional (AMERS, EMEA, APAC) Multimedia Solutions Sales Report.

▪ Processed ticket requests for US and APAC Thomson One IR platform from activation, deletion and modification on clients’ log in account as needed.

▪ Responded to client queries on Investor Relations webcast related issues and set-up.
Company industry:
Financial Services
Job role:
Administration

Education

Colegio De San Juan de Letran

March 2007

March 2007

Bachelor's degree, Business Economics

Philippines

Skills

Microsoft Office Suite
Expert
Microsoft Office Suite
Expert
SQL
Expert
SQL
Expert
SAP BW
Expert
SAP BW
Expert
Business Reporting
Expert
Business Reporting
Expert
Microsoft Access
Expert
Microsoft Access
Expert
SAP BI / BW (BeX 7)
Expert
SAP BI / BW (BeX 7)
Expert
Microsoft Access Database
Expert
Microsoft Access Database
Expert
SQL Database
Intermediate
SQL Database
Intermediate
Land Transportation: Road Safety
Expert
Land Transportation: Road Safety
Expert
Microsoft Excel
Expert
Microsoft Excel
Expert
Salesforce.com
Intermediate
Salesforce.com
Intermediate
CMS Web
Expert
CMS Web
Expert
MISWEB
Expert
MISWEB
Expert
Thomson ONE Investor Relations
Intermediate
Thomson ONE Investor Relations
Intermediate
Microsoft Office Suite
Expert
Microsoft Office Suite
Expert
Business Reporting
Expert
Business Reporting
Expert
WebXml
Intermediate
WebXml
Intermediate
customer service
Expert
customer service
Expert
Sales Support Operations
Expert
Sales Support Operations
Expert
SQL
Expert
SQL
Expert
SAP BW
Expert
SAP BW
Expert
Microsoft Access
Expert
Microsoft Access
Expert

Languages

English

Expert

Memberships

Thomson Reuters Badminton Club

Vice Chairman

January 2009

Training and Certifications

Certifications
Certificate of Completion
Thomson Reuters
Feb 2012 - Feb 2012
Certificate of Completion
Thomson Reuters
Mar 2012 - Mar 2012
Examination: Passed
Thomson Reuters
Sep 2009 - Nov 2009
Certificate of Completion
Thomson Reuters
Feb 2012 - Feb 2012

Hobbies and interests

Badminton
Tennis