Ana Paola Arce Osornio
Resumen profesional
Customer service representative with extensive experience in demanding and dynamic environments. My effective communication skills and decisive nature allow me to provide an effective care and service to the customers, I stand out for my strong organizational skills and teamwork abilities. I am looking for a challenging position where I can growth professionally, keep learning and apply all my experience.
Datos destacados
12
12
years of professional experience
Experiencia
Member Service Manager
My Surrogacy Journey Mexico
Polanco, Ciudad de México
2025.10 - Actual
- Act as the primary point of contact for Intended Parents throughout their stay in Mexico, starting from the pre-birth stage through the post-birth and exit process.
- Assist with hospital and medical coordination prior to and after delivery, including follow-ups for pediatrician appointments, hospital discharge planning, and postnatal care guidance.
- Maintain close communication and coordination with legal, administrative, and medical teams to ensure a smooth progression through each stage
- Serve as a cultural bridge, helping families feel safe and oriented in a country that may be unfamiliar.
Customer Experience Consultant
Maersk line
Ciudad de México
2023.10 - 2025.10
- Track, monitor and give follow up on export and import shipment of U.S and Canada customer that contact us via live chat
- Make sure all the updates and amends in the bookings of the customers are visible on the website.
- Keep KPIs of the area. Coordinate communication between other teams to solve problems of costumer, international and national contacts
Pregnancy Care
New life Mexico
2021.03 - 2023.03
- Monitor future parents in their in-vitro fertilization programs
- Manage the payments made by the parents with the surrogate mothers and make invoices for the pending payments to be made
- Follow up on the pregnancy of the surrogate mother, dispensing medications, and going to the doctor's appointments
- Report and provide customer service to future parents with doubts or questions about the surrogacy and/or pregnancy process
Legal Verification
Palace Resort S.A de C.V.
2020.01 - 2020.05
- Verify that the contract is correct according to what the client bought and explain what they must do
- Follow up reservations, and memberships and give an excellent experience to the member
- Help the member to understand and know more about the membership they have, clear doubts for members.
Maritime Operations Executive
Bollore Logistics Mexico
2018.07 - 2019.05
- Track shipments and containers as well as inland coordination, release at the destination as well as at origin, changes in the bookings with shipping lines
- Coordinates pickups in origin with the suppliers, track and trace containers and cargo for the customers, and make reports of loading for each client to keep them informed about their operations
- Make the invoices for customers, system update on shipment tracking both import and export, and be in contact with shipping companies for documentation, instructions, and demurrage of shipments
- Report the arrival vessels, both import, and export. Keep KPIs of the area
- Handling accounts such as Givaudan, and Yves Rocher among others
Customer Service Reefer Specialist
SeaLand S.A. de C.V.
2016.12 - 2018.05
- In charge of the tracking of shipments and containers, as well as inland coordination, releases at destination and origin.
- Make sure all the updates and amends in the bookings of the customer, and make cargo reports to the customer's visibility
- Track and upload internal transits in the PANTACO terminal giving status to customers of their containers, Printing BLs as originals and copies
- On the other hand, I oversaw all the reefer cargo for the company in Mexico, giving follow up on the reefer cargo process. Report the connection days generated as well as import and export to the terminal
- Track the containers from the emptying of the container until the entry to the terminal for the departure of the vessel
Import customer service
KUEHNE NAGEL S.A. de C.V.
2015.08 - 2016.11
- In charge of coordinating shipments for the customer from origin to final destination, such as maritime and inland haulage
- Had updated in the system the schedules, tariffs, and quotes, and created invoices correctly according to quotations given to customers
- Notify with arrival notices to the customer, including all the BLs of the release of the cargo at the destination
- Updated charges according to incoterms in the system, having contact with the shipping lines from the release of the cargo
- Initiate invoicing reports, data quality, and creation of files in the system
- Manage high volumes of cargo at the level of purchasing order
Customer Specialist
DHL Global Forwarding S.A. de C.V.
2015.03 - 2015.07
- Contact with suppliers and customers giving the status of the shipments such as maritime, air, and inland
- In charge of carrying out the assignment of carriers for recollections with suppliers
- Updated and creation of routes, also performed VLU's air, billing reports, and door-to-door logistics, both maritime, air, and land
- Audit invoices vs purchase orders
Import assistant (trainee)
TierraMarAire S.A. de C.V.
2013.07 - 2015.03
- Auxiliary in the activities of imports, contact with clients to update the itineraries of the ships and the arrival notices
- In charge of making the report of delays, reporting the payments, updating and preparing the vessel for his transition to customs
- Printing of BLs in originals and copies
- Updating payment in system to the release of the cargo at destination and making invoices in Adminpaq
Formación
International Business Administration -
Universidad del Valle de México
MéxicoEnfatiza tus habilidades clave
- Customer service
- Proactiveness
- Empathy
- Communication skills
- Data analysis
- Sense of urgency
- Teamwork
- Continuous improvement
Idiomas
English
Experto
French
Básico
Mandarin
Básico
Cronología
Member Service Manager
My Surrogacy Journey Mexico
2025.10 - Actual
Customer Experience Consultant
Maersk line
2023.10 - 2025.10
Pregnancy Care
New life Mexico
2021.03 - 2023.03
Legal Verification
Palace Resort S.A de C.V.
2020.01 - 2020.05
Maritime Operations Executive
Bollore Logistics Mexico
2018.07 - 2019.05
Customer Service Reefer Specialist
SeaLand S.A. de C.V.
2016.12 - 2018.05
Import customer service
KUEHNE NAGEL S.A. de C.V.
2015.08 - 2016.11
Customer Specialist
DHL Global Forwarding S.A. de C.V.
2015.03 - 2015.07
Import assistant (trainee)
TierraMarAire S.A. de C.V.
2013.07 - 2015.03
International Business Administration -
Universidad del Valle de México