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Work Background
Samsung Electronics MexicoTech support & B2B Sr Manager
Mar. 2019 - Feb. 2024Polanco I Sección, Ciudad de México, México · On-siteResponsible for increasing customer satisfaction and controlling product quality through quality assurance by deepening product inspection, ensuring correct product repair, reinforcing training and technical support to the national network of technicians, as well as innovation in product diagnosis and repair processes to speed up repair and reduce cost. Ensuring time-to-market by managing certifications (NOMs). Achievements
¬ Increase customer satisfaction in after-sales service: • Speeding up support response time from 81% on day 3 to 95% on day 1 • Maximizing repair on 1st visit by increasing from 64% to 81% through the predictive use of parts in the repair.
¬ Increase the profitability of the business by reducing the operating cost of repairs with innovative projects • Reduce the use of multiparts in TV business by reducing from 9.2% to 7.1% (No 1 Latam) • Repair of DTV LED bars and repair with Open Cell (sub-component) with a result of 120% of the annual goal. • Eco-repair process (without batteries) as the 1st country in Latam with 140% of the target in cell phones
¬ Increase customer confidence in the after-sales service: • Reduced from 2.5% to less than 0.7% in repair readmissions in the cell phone division • Quality assurance, detecting $42 million/'23 million in key quality failures by improving warehouse inspection
¬ Optimize operating margin: • Reduction to 99% of tax destruction of cell phones by managing resale exporting to buyers in Europe and Africa
TCL MultimediaLogistics & Aftersales Manager
Jun. 2017 - Mar. 2019CDMX Insurgentes Mixcoac · On-siteResponsible for the design and start-up of logistics operation: 3PL, Distribution, Appointments and Deliveries and customer service (Contact center, warranty, service network, spare parts supply) of the organization in Mexico maximizing operational efficiency with the initial scale of the business and at the same time defining the strategy and adjustment of operating cost according to the growth forecast. Ensuring the confidence of Dealers/distribution channels with prompt compliance. Achievements
¬ Reduction of logistics costs: • Manage logistics and service providers for national coverage, reducing the price per pallet position by 50%. • Rebuilding the service budget with a projected annual reduction of 45% in the cost of service.
¬ Improved customer satisfaction: • 100% on delivered product appointments for the first 75,000 Screens • Extension of coverage from 25% on site to 82% of repairs at the customer's home. • Reduction from 15 to 10 days in repair time for the customer in the Mexico operation. • Average 10-day reduction in the repair process with a service operation cost of 1.6%.
TCL MultimediaCustomer Service manager
Jun. 2017 - Jun. 2017mexico chiluca
Hisense MexicoCustomer Service and Quality Director
Feb. 2015 - Mar. 2017Ciudad de México y alrededores, México · On-siteResponsible for increasing customer satisfaction and trust by building the organization required to operate at a reliable and cost-efficient level of service, negotiating service agreements with distribution channels for Mexico and Central America and the Caribbean. Achievements
- With the company already operating, structure in 6 months the service organization for current company size, creating the areas of: Call Center & Omnichannel, Authorized Service Network, Spare Parts Supply, Technical Support and Quality. • Migration of the spare parts warehouse reducing the time from 15 to 4 days in the first 3 months and then to 48 hours. • Implementation of the Service Center from scratch to achieve in 5 weeks, a service level of 65% to 90% in 4 months. • Increase customer satisfaction by expanding & standardizing service coverage in Mexico and Central America & Caribbean • Restructuring of the network of Cell Phones, Home Appliances services in local co-investment by establishing 3 Premium sites focused on carry-in services for the customer and increasing the national coverage from 70% up to 90%. • Expansion of after-sales service in Central America and the Caribbean, reducing losses due to non-commercial returns by 80%, renegotiating with current dealers and installing channel 800 in 8 countries and service from Mexico
B2X Care SolutionsSenior Operations Performance Manager Latinamerica
Oct. 2013 - Jan. 2015Sta Fe México city · HybridResponsible for taking care of customer loyalty and increasing the sale of solutions ensuring compliance with service levels and acting proactively to the detected service needs in the different accounts and countries of Latin America, as well as design and monetization of services for new solutions offered to new global customers (Microsoft NOKIA Latam) Achievements
¬ Sale and marketing of Project Manager LATAM-WW consultancy • We achieved the account for Latin America, doubling the business volume, growing 25% in turnover • Project Manager with the Microsoft-Nokia account in Latam-Brazil and Back-end in Finland, Texas, Poland, led in the UK • Increased Top Account business by 45% by taking control of IDEN at Motorola and Sony's direct market.
¬ Increase customer loyalty by differentiating our operational solution from the rest • Materials Supply Chain Management Leader for Latin America (Except Brazil). • Stabilization of the planning process for Motorola and Sony accounts and the spare parts planning process
LG ElectronicsDirector de servicio
Oct. 2007 - Oct. 2013Área metropolitana de Ciudad de México · On-siteMy objective: Increased customer satisfaction through the redesign and improvement of the Service department by rebuilding 40% of the management team, restructuring the Cellular division, with the strategy for DOA teams reducing the cost of 90% vs. competitors. Achievements
Operating Cost Reduction: • To be the manufacturer with the lowest penalty in América Móvil and a reduction of 24% more during the following year due to the implementation of BRC (Card Repair Center), the largest investment for a BRC in Latin America.
Increased end-user satisfaction: • Improved the service network, reducing the repair TAT by 15%, optimizing 20% of service centers, improving coverage from 72% to 90%, stabilizing the call center abandonment rate below 2% and the SVC level at 88%. • Achieve the 96% supply rate, being the model operation in Latin America for SVC support and quality control. • Increasing training and engineering volume by 400% with the launch of a virtual learning program • Increase brand awareness to increase sales in the country: • Achieved 1st place in Nielsen's CSI survey for AC, REF, WM • 1st place in TV and Audio/Video vs the main competitor (SS) in Mexico according to the competitor's evaluation
MotorolaService Logistic Manager
Apr. 2005 - Oct. 2007Ciudad de México · On-siteResponsible for the spare parts logistics area with the aim of increasing customer loyalty and generating operational savings through the restructured and strategic management of after-sales inventories. Achievements
Reduction of after-sales operating cost: • Seed Stock inventory management for the different programs from support, planning, purchasing, import storage tracking and distribution of this inventory with different carriers. • Reduction of total inventories in Latin America by implementing a control system designed by myself for support units • Configuration of parts in Latin America to perform the NPI process. Management and forecasting of the Financial Reserve of the E&O inventory. Leader of the Eco moto recovery program for Mexico (collection of ecological batteries)
Hewlett-PackardPlanner and Logistics Coordinator
May. 1999 - Apr. 2005Responsible for buyback loyalty through supply management for urgent orders of systems dropped in mission critical service contracts, for the Complex Computing, Servers and Mass Storage business. Achievements
- Cost savings in supply: • Reduced response times by implementing metrics for the Latin America region • Reduced the cost of materials by 18% by designing the database for local component repair control. • Migration and implementation of SAP 4.2 ERP for the Mexico Logistics team (HP-Compaq merger). • Analysis, reports and auditing for the administration and distribution of spare parts shipments, reducing 12% in Inventory.
Agroindustrias Unidas de MexicoTraffic Coordinator
Jan. 1995 - Dec. 1999Área metropolitana de Ciudad de México · On-siteCoffee Exports (green grain) maritime way and terrestrial way (Altamira y No Laredo customs). Production analysis per collecting center for the shipments planning with a volume of 85,000 bags (70kgs each) per month. Emission and supervision of Certificates of Origin for the coffee exportations. Planning invoicing and credit adjustments for Nestle Mexico (10 million of dollars per month).
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