Bernardo Gonzalez - Salesforce Business Analyst, Begomo Consulting

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Network Power<100 people

Roles

🔥100%

Startup Founder

✔️100%

✨100%

Business Owner

Geos

🇦🇺50%

Australia

🇲🇽50%

Mexico

Work Background

AvnetSalesforce Programme Manager

Feb. 2021Guadalajara, Jalisco, Mexico

AvnetAmericas Salesforce Lead

Jun. 2019Guadalajara Area, Mexico

AvnetCustomer Service Manager

Feb. 2017Guadalajara Area, Mexico

HoneywellNorth America GCC CSS CoE Manager

Jun. 2015 - Feb. 2017Mexico City Area, MexicoManage a team for 45 Customer service professionals servicing the Oil & Gas, Paper & Manufacturing industries delivering $3.1 Billion in revenue. Responsible for the Customer Share Services Organization supporting the HPS divison witin Honeywell across all 3 lines of business (Projects, Service Contracts & Hardware) Partner with Sales, Supply Chain, Procurement, Project & Contract Management & Manufacturing to develop a strong business relationship and deliver a world class customer service. Define, develop & communicate strategies to empower employees to achieve their best and improve work environment. Responsible for selecting & hiring personnel for the customer shared services organization as well developing strategies to drive talent retention and educe attrition. Promote & support employee’s career growth and high profile performance Cross functional Process improvement workshops to drive efficiencies and accelerate Order to Cash turn around time. Metric revision to ensure high level performance.

Hewlett-PackardUS Sales Ops Manager

Apr. 2012 - Jun. 2015Guadalajara Area, MexicoRecruiting and hiring individual contributors for the Guadalajara Global, Corporate & Enterprise Customer Support Team Setting and monitoring goals & metrics for employees’ annual performance plans Develop, implement & monitor account transition from Omaha Customer Support team to Guadalajara Customer Support team Mentor & coaching employees (Customer Service Representatives & Team leads) Identify employees’ performance gaps and generate action plans to immediately improve the customer experience Promote & support employee’s career growth and high profile performance Develop and implement tools & processes to meet customer’s requirements thru collaboration with multiple other HP organizations & HP Partners Identify operational gaps and define root causes to develop corrective & preventive actions to stop the bleeding and drive improvements Goals & Metrics Attainment (KPI & L1 Metrics) Direct Customer Experience attainment Service Delivery Attainment Project Management (triage as AOM for Tier 2 accounts) Customer & Account setup for new customers (inbound & outbound) working with the Global Business Development Management team to help global customers do business with HP Direct in the U.S.

Hewlett-PackardUS VDO CSR Manager

Dec. 2009 - Apr. 2012Guadalajara Area, MexicoRecruiting and hiring individual contributors for the Guadalajara Global, Corporate & Enterprise Customer Support Team Setting and monitoring goals & metrics for employees’ annual performance plans Develop, implement & monitor account transition from Omaha Customer Support team to Guadalajara Customer Support team Mentor & coaching employees (Customer Service Representatives & Team leads) Identify employees’ performance gaps and generate action plans to immediately improve the customer experience Promote & support employee’s career growth and high profile performance Develop and implement tools & processes to meet customer’s requirements thru collaboration with multiple other HP organizations & HP Partners Identify operational gaps and define root causes to develop corrective & preventive actions to stop the bleeding and drive improvements Goals & Metrics Attainment (KPI & L1 Metrics) Direct Customer Experience attainment Service Delivery Attainment Project Management (triage as AOM for Tier 2 accounts)

Hewlett-PackardTeam Lead – Customer Service

Jul. 2008 - Nov. 2009Guadalajara Area, MexicoMonitor account transition from US Customer Support team to Guadalajara Customer Support team Mentor Customer Service Representatives Identify operational gaps and define action plan to drive improvement and Customer Experience thro collaboration with Sales & Supply Chain teams Goals & Metrics Attainment Progress Reports to Management SME and Order Entry Process Champion During the time I performed as a Team Lead I worked diligently to ensure the best customer experience I worked collaboratively with sales, Supply chain, manufacturing, among others, to provide the CSRs meet customer’s requirements.