Jesus Miguel Rumbaoa

Airline, Payment Management (Americas Region) @Outpayce From Amadeus

Dallas-Fort Worth, TX, US

Customer issue and service management:Act as the customer entry point in the day-to-day activities for assigned customers, supervising all ongoing activities with that customer for contracted product and services, once delivered.Anticipate requirements and issues and address these internally with the organization on behalf of the customer.Act as the customer representative in problem and incident resolution.Support the PPS unit with a clear communication approach with the customer adding visibility and transparency to the customer around the efforts to resolve the incident.Engage with assigned customers around pre-scoping upcoming new requirements or requests to generate required CR, WO, or other.Channel these to the corresponding teams within the Payment team (Sales, Pre-Sales, Delivery) for assessment.Represent the customer in ensuring a reasonable resolution time to these and provide customer with a high level of transparency as to status and plans Training and product adoption activities:Ensure customer best practices and effective use of products and services purchased.Support customer onboarding process with Amadeus Payments ensuring the right level of knowledge is provided to the customer to optimize the use of the services. Monitor and observe transaction patterns to ensure customer value and satisfaction. Customer service improvement communication:Act as the customer voice internally in Amadeus and feed the organization with information that will enhance the overall BU in terms of quality delivery of services.Sales - leads as regards upsell opportunitiesGrowth - identify growth consultancy and transaction improvement opportunitiesProduct - input on product enhancementsService / PPS - customer self-service tools and automationWithin team to constantly feed improvement processes in the strive for customer advocacy and loyalty

P.A.T.T.S. College of Aeronautics

B.S. in Aeronautical Engineering