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Work Background
Franconaves S.A.Customer Experience Manager
Jul. 2024Guatemala, Guatemala, GuatemalaI´m responsible for the coordination of the maintenance operational inspections and manage all inbound & outbound communications between the workshop and +70 high profile clients that own Airbus helicopters in Guatemala and Central America; I leverage on my skills, knowledge and experience in the customer service area to provide an outstanding experience. Through the analysis, documentation and standardization of the internal administrative, operational and financial processes and procedures of the workshop I´m working to ensure the quality and efficiencies necessary to meet the KPIs and standards of the company, its internal clients and the manufacturers of the aircrafts.
Lean Solutions Group GuatemalaDrayage Finance Ops. Team Lead - MAERSK
Jun. 2022 - Dec. 2023Guatemala, GuatemalaTo analyze, document, and standardize the LSS - Maersk billing operational processes across nine-port drayage terminal locations while ensuring KPIs are being met while managing and assisting the LSS billing team, ensuring all processes are completed properly and accurately. To identify areas of opportunity to improve IOPs and develop employees' training opportunities. Accomplishments: - Under my leadership the team's billing capacity tripled in the last year, going from 3 to 9 billing coordinators who work full time to ensure the company's needs are covered. - 500% increase in clients and/or accounts that are being billed through the department I am in charge of, going from 18 to more than 90 clients served by the end of 2023. - Under my direction and leadership, we have managed to increase the presence of the department from 3 to 9 different port terminals within the United States.
Lean Solutions Group GuatemalaBilling Logistics Coordinator - MAERSK
Jan. 2022 - Jun. 2022Guatemala, Guatemala- In charge of managing the invoicing process for multiple customers in a timely and efficient manner while making sure that all internal KPIs, deadlines, and customer requirements are met. - To follow up and collect all necessary data and documents to support and comply with the internal proocedures of the company related to the invoicing process of the service.
TELUS InternationalOperations Supervisor
Nov. 2019 - Dec. 2021Guatemala, GuatemalaManaged and support the training process while promoting the learning and development of the necessary skills for the employees to provide outstanding customer service and technical support assistance that meets company standards; at the time I was also in charge of monitoring and thriving the agent's performance by analyzing current data, designing action plans aligned with the account objectives whilst updating daily, weekly and monthly reports for the client.
Alorica GuatemalaSenior Training & Operations Supervisor
Feb. 2017 - Oct. 2019GuatemalaManaged the development of a SMART plan focused on the training process and complying with the client's requirements; helped to create the processes and procedures guide to support the operations floor where I was responsible for conducting performance reviews, provide one on one coaching sessions, and follow-ups, creating action plans based on current data analysis and according to the account goals; resolve human resources, administrative and payroll issues.
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