ALICIA RAMÍREZ MACÍAS
San Luis Potosí City, San Luis Potosí,SLP
Summary
Driven by a results-focused approach, I excelled in every area I collaborated, improving customer satisfaction through expert complaint handling, proficient use of SAP and other tools that the business demands.
Specialized in quality, speed and process optimization.
The experience and skills in customer relationship building and problem solving abilities I have acquired led to significant improvements in service delivery, showing my commitment to excellence and teamwork.
Motivated to maintain customer satisfaction and contribute to the success of the company.
Overview
5
5
years of professional experience
Work History
CUSTOMER OPERATIONS SPECIALIST
ABB MÉXICO
03.2022 - Current
- Provide the status of sales orders (backlog) based on processing, tracking, administration, validation with the corresponding areas for timely compliance with project deliveries and thus provide the customer the satisfaction of working with the brand.
- Follow-up and leadership of projects such as Tren Maya, Presa el cuchillo Mty, Telcel, Bimbo, CFE, ODATA, SCALA, Hospitals, Hotels, Palacio de Hierro, IKEA, etc.
- Handling of tools such as SAP (AMSAP, TORQUE and Business One), Sales Force, Cbol, Power Bi, warranties plataform, MDG, Mi buzon E, Fletch, etc.
- Increased customer satisfaction by effectively resolving issues and addressing concerns through constant communication via email, calls, virtual meetings and face-to-face visits.
- Analysis and issuance of credit notes (timely payment, incidents) and invoicing.
- Handling of Smart Power, Smart Building, Power Protection, Nema business unit products. IEC. Knowledge of products.
- Leading meetings with Canadian and European plants to resolve material supply issues.
- Timely follow-up with logistics team and purchasing team for deliveries and expeditations.
- Collaborate with active and proactive participation in new platform development activities (testing).
- Training, advice and support to customers, new elements of the company and sales agents.
SR. CUST. EXP. SPECIALIST
HONEYWELL AUTOMOTIVE DE MÉXICO
10.2020 - 03.2022
- Processing, management and follow-up of purchase orders.
- Management and follow-up of an average of 50 calls per day, along with cases (mailings) identifying the needs of customers in the United States and Canada, to inform, clarify and investigate their concerns in order to provide them with solutions or alternatives through different communication channels, ensuring their satisfaction, through tools such as Sales Force, SAP and InContact.
CREDIT ANALYST - INTERSHIP - CASH TO COLLECTION
HONEYWELL AUTOMOTIVE DE MÉXICO
10.2019 - 10.2020
- Maintaining balance credit risk through accountable system(SAP).
- Bank reconciliation.
- Processing accounts receivable transactions in a complete, accurate and timely manner.
- Performing financial analysis and making suggestions to improve performance according to the specific standard payment processes.
- Giving customer service to more than 300 customers from USA, Canada and LATAM.
Education
Bachelor´s Degree - Business Administration And Management
Universidad Politécnica De San Luis Potosí
San Luis Potosí City, San Luis Potosí, Mexico12.2019
Certificate - Provision of Consulting Services
CONOCER
San Luis Potosí05.2019
English Language Certificate - Training English Language
Oklahoma City University
Oklahoma City 12.2018
Certificate - Cambridge Assesment English
CAMBRIDGE
San Luis Potosí City, San Luis Potosí, Mexico06.2018
Skills
- Client Relationship Building
- Call center experience
- Complaint Handling
- Customer satisfaction measurement
- Teamwork and Collaboration
- Attention to Detail
- Problem-solving abilities
- Multitasking Abilities
- Calm and Professional Under Pressure
- Organizational Skills
- Customer service excellence
- Decision-Making
Personal References
Luis Ángel Mancilla Gutierréz
Order Management MX HUB Lead
Email: luis.mancilla-gutierrez@mx.abb.com
Cellphone: +52 1 81 1821 0372
Daniela Torres Matus
Customer Support Specialist Senior
Email: daniela.torres@mx.abb.com
Cellphone: (55) 4133 1236
Luis Ángel Torreblanca Estrada
Country Digital Leader
Email: luis.torreblanca-estrada@mx.abb.com
Cellphone: 442 379 2302
Timeline
CUSTOMER OPERATIONS SPECIALIST
ABB MÉXICO
03.2022 - Current
SR. CUST. EXP. SPECIALIST
HONEYWELL AUTOMOTIVE DE MÉXICO
10.2020 - 03.2022
CREDIT ANALYST - INTERSHIP - CASH TO COLLECTION
HONEYWELL AUTOMOTIVE DE MÉXICO
10.2019 - 10.2020
Bachelor´s Degree - Business Administration And Management
Universidad Politécnica De San Luis Potosí
Certificate - Provision of Consulting Services
CONOCER
English Language Certificate - Training English Language
Oklahoma City University
Certificate - Cambridge Assesment English
CAMBRIDGE
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