The
BPO team has been working on various projects during the last 12 months.
Similar to all other departments many tasks shifted to remote environments due
to the Covid travel and office restrictions.
BPO Update Q2 2021
In the US the team has been working on the QuestaWeb
rollout scheduled for Go Live in July.
Jonathan Oliveros as BPO Manager US is responsible for the coordination between the provider, IT development and EDI team Germany and US compliance. He is supported by the DENAS Christina Messer (Dallas, Phoenix, Los Angeles), Debbie Paocarina (New York, Boston, Baltimore) and Stephanie von Bobart (Atlanta, Miami, Charlotte). Together they are also working on the Quality follow ups for their branches, the new hire trainings and refreshers and the daily support and incidents.
Due to the departure of Charles Plaia as DENAS Chicago David Douay (Network Operations Supervisor) is supporting the Midwest region. Other projects this year have been the Charter and setup of the Gateway (setup/handling in Othello/billing/tariff structure) as well as the BEST rollout for digital incoming vouchers.
Jonathan Oliveros as BPO Manager US is responsible for the coordination between the provider, IT development and EDI team Germany and US compliance. He is supported by the DENAS Christina Messer (Dallas, Phoenix, Los Angeles), Debbie Paocarina (New York, Boston, Baltimore) and Stephanie von Bobart (Atlanta, Miami, Charlotte). Together they are also working on the Quality follow ups for their branches, the new hire trainings and refreshers and the daily support and incidents.
Due to the departure of Charles Plaia as DENAS Chicago David Douay (Network Operations Supervisor) is supporting the Midwest region. Other projects this year have been the Charter and setup of the Gateway (setup/handling in Othello/billing/tariff structure) as well as the BEST rollout for digital incoming vouchers.
In Mexico DENAS Lizbeth Valero has taken over
all trainings for new hires and standard process for all departments and
handles local BPO tasks like day to day support and the quality follow up.
Second DENAS Guillermo Murillo mainly focuses on automation of settlements in Othello together with Operations and the setup of accounts.
Second DENAS Guillermo Murillo mainly focuses on automation of settlements in Othello together with Operations and the setup of accounts.
The successful Go Lives in Chile and Peru (first full remote project and training) have been mainly handled by Luis del Pino from the regional BPO with the help of the local DENAS Esmeralda Tapia. Esmeralda has been the main trainer for all users and acts as local contact for all BPO related topics in her countries Argentina, Chile and Peru.
A rollout of Othello in Argentina has been postponed until further decisions have been made. From Network Operations side, Hilda Santamaria handles the incidents and support as well as general testing of requirements for the LATAM countries.
A rollout of Othello in Argentina has been postponed until further decisions have been made. From Network Operations side, Hilda Santamaria handles the incidents and support as well as general testing of requirements for the LATAM countries.
The
Go Live phases in Brazil are going smoothly and we are live in Air Export
(March), Sea Export (April) and Air Import (June).
Local BPO tasks are being handled by interim BPO Miguel Arasaki and newly named DENAS aspirant Analice Calusni who is handling all trainings. Support comes from the regional team with incidents and testing.
The last module Sea Import will go live in August.
Local BPO tasks are being handled by interim BPO Miguel Arasaki and newly named DENAS aspirant Analice Calusni who is handling all trainings. Support comes from the regional team with incidents and testing.
The last module Sea Import will go live in August.
