Alan Montes
Mexico City
Summary
With a proven track record at Zebra Technologies, I excelled in enhancing customer satisfaction and team performance through effective leadership and data analytics. Leveraging skills in CRM software and customer empathy, I spearheaded initiatives that significantly improved client satisfaction and team productivity, showcasing my ability to drive results and foster positive experiences for our customers and my team.
Overview
8
8
years of professional experience
Work History
Customer Experience Supervisor
Zebra Technologies
11.2021 - Current
- Oversees the work of a team of individuals executing order entry/administrative work. Selects, trains, coaches and manages the performance and development of the team.
- Drives execution against service level agreements and reports results to management as required.
- Acts as primary point of contact for internal and external audits on order administration. Owns
the teams compliance against internal process/policy as well as external regulations. - Assigns and oversees special project work to OA 2, Senior or lead level team members.
- May run routine meetings with key customers or internal stakeholders leveraging web based
meeting technologies and using facilitation skills to effectively manage the meeting to successful
outcomes. - Designs and works with IT to configure reports that provide insight to performance and drive
decisions. Perform analysis/interpretation of order data at the customer, regional or product
line level for internal use or for the customer. - Acts as escalation point to team in resolving complex issues or addressing difficult customer situations.
Customer Experience Team Lead
Zebra Technologies
08.2021 - 11.2021
- May act as a process expert, trainer or mentor to OXR.I, OXR.II and Senior OXR level team members.
- May act as a representative of the team in cross-functional projects.
- May participate as a presenter in routine business updates or with the customer representing OEX team and acting as SME.
- May participate as a presenter in routine business updates or with the customer representing OEX team and acting as SME.
- Acts as an escalation point to OXR.I, OXR.II and Senior OXR level team members in resolving complex issues or addressing difficult customer situations.
- Engages management as required for assistance in addressing new or complex issues.
Customer Experience Senior
Zebra Technologies
12.2020 - 08.2021
- Enters new product and/or service contract order data into the system, ensuring data accuracy and process adherence. Assigned accounts may include complex contracts with variable billing arrangements or multi- contract consolidation requirements.
- Meets or exceeds all departmental or individual metrics associated with performance against service level agreements.
- Independently coordinates with other internal departments regarding order status, invoicing, credits, shipping dates, product availability, quality issues, damaged or mis-shipped product, service repairs, etc.
- May act as a process expert, trainer or mentor to Admin I and Admin II level team members.
- May act as a representative of the OEX team in cross functional projects.
- May run routine meetings with key customers or internal stakeholders leveraging web-based meeting technologies and using facilitation skills to effectively manage the meeting to successful outcomes.
- May generate reports and perform simply analysis / interpretation of service order data at the customer, regional or product line level for internal use.
Customer Experience Agent
Zebra Technologies
11.2019 - 12.2020
- Enters new product and/or service contract order data into the system, ensuring data accuracy and process adherence. Assigned accounts may include complex contracts with variable billing arrangements or multi-contract consolidation requirements.
- May be assigned as primary contact / account representative for a key account / key customer.
- Meets or exceeds all departmental or individual metrics associated with performance against service level agreements.
- Provides price quotas on request.
- Ensures proper recording and tracking of all assigned orders.
- Adheres to OEX customer strategy, leads by example and follows our customer principles.
- Delivers a positive ordering and invoicing experience to our customers and partners.
Staff in Charge
KPMG
01.2017 - 09.2019
- Analyzed intercompany transactions to measure their impact on the company’s profitability and cost-effectiveness taking their annual statements into consideration.
- Knowledge in different financial concepts (e.g., operating margin, net cost plus, etc.) and their importance for a company ́s management and decision-making.
- Proven knowledge in different industries (e.g., distribution, manufacturing,retail, etc.) to identify and understand a company's role from a transfer pricing standpoint.
- Translate official government documents and notices regarding important issues from a Transfer Pricing perspective.
Education
MBA - Business And International Commerce
Universidad De Sonora
Hermosillo, Sonora, Mexico11-2016
Skills
- Team management
- Customer education
- Team Training
- Effective leadership
- CRM software
- Coaching and mentoring
- Customer empathy
- Performance tracking
- Data analytics
Accomplishments
Self-expedite process: in collaboration with the business analysis team, I worked on the self-expedite process which consisted of creating a self-service tool for customers to enter their expedite requests on the Supplies Hub.
RPA collaboration: Since the RPA tool has been implemented for the automation of orders, I've worked with the BA team by providing actual and potential errors carried out by the tool for a better mapping of the impacted accounts.
GPO mapping: added to official working instructions
Training to other teams: M&H process for the LATAM team
Promotion: 3 promotions within 5 years
Year End Evaluation: two 5's and three 4's
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Italian
Upper intermediate (B2)
Timeline
Customer Experience Supervisor
Zebra Technologies
11.2021 - Current
Customer Experience Team Lead
Zebra Technologies
08.2021 - 11.2021
Customer Experience Senior
Zebra Technologies
12.2020 - 08.2021
Customer Experience Agent
Zebra Technologies
11.2019 - 12.2020
Staff in Charge
KPMG
01.2017 - 09.2019
MBA - Business And International Commerce
Universidad De Sonora
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