Ana Sofía Ponce Domínguez
Summary
Reliable business professional specialist offering expertise in problem-solving, data analysis and exceptional customer service. Achieved significant operational improvements and customer satisfaction at Honeywell by leveraging expertise in Customer Management and exceptional Customer Relations. Spearheaded quality-oriented strategies and cross-departmental collaboration, resulting in enhanced service delivery and streamlined customer support processes.
Overview
7
7
years of professional experience
Work History
CUSTOMER SERVICE SUPPORT SR SPECIALIST
Stratacache
06.2023 - 03.2024
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- In charge of manage and organize all customer contacts (requests, inquiries, questions, order tracking or claims), via email, phone or chat with an exceptional customer experience according to agreed SLAs and KPIs.
- Prioritize and assign tasks to different teams related (Sales, TI, Development, Logistics, Finance, Procurement, Ops) in order to ensure that resources and equipment are used effectively to accomplish our commitments.
- External Order management (Purchase, delivery, Expedite, Changes, Returns, Cancellations).
- Internal Order management (Invoice request, upload invoice in each customer invoicing website, invoice payment tracking.
- Enter each cx interaction and orders detailed information in our CRM system.
- Manage carefully and follow up closely each escalation to appropriate team.
- Collaborated with cross-departmental teams in developing cohesive strategies aimed at achieving long-term organizational goals.
EXP CX SUPPORT MANAGEMENT
HONEYWELL
07.2021 - 01.2023
- Established strong working relationships with clients and key stakeholders through exceptional customer service and proactive communication efforts.
- Collaborated with cross-departmental to ensure seamless communication between teams, leading to better decision making.
- Increased team productivity with regular performance evaluations and tailored feedback.
- Managed multiple high-priority tasks simultaneously, ensuring timely completion and quality results.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Developed comprehensive Salesforce reports and dashboards, providing valuable insights and simplifying complex metrics for decision-making purposes.
- Built strong relationships with customers by consistently providing exceptional service and support.
- Coordinated scheduling for a large team of Customer Service Advocates, ensuring adequate coverage at all times to maintain exceptional support levels for clients.
- Improved operational efficiency through consistent review and optimization of internal procedures related to inventory management, order processing, and customer support services.
CONTACT CENTER COORDINATOR
Aon Risk Solutions
09.2020 - 06.2021
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Addressed escalated calls from customers professionally and efficiently with their subsequent complaints resolved effectively.
- Developed tailored coaching plans to address individual needs and improve overall team performance metrics in the long run.
- Coached and mentored team members for improved performance, leading to higher overall customer satisfaction ratings.
- Optimized scheduling processes to maximize staffing efficiency and maintain optimal service levels during peak hours.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
Manager Customer Advocate Loyalty
AT&T
06.2017 - 09.2020
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Drove continuous improvement initiatives by analyzing key performance indicators and implementing necessary changes.
Education
Bachelor of Science - Sociology
UNAM
CDMX08.2006
Bachelor of Science - Business Administration
Business University Isec
CDMX08.2003
Skills
- Documentation Management
- Customer Relations
- Process Improvement
- Empathy and patience
- Strong Organization
- Order process management
- Customer Relationship Building
- Customer Satisfaction
- Supply Chain Optimization
Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Timeline
CUSTOMER SERVICE SUPPORT SR SPECIALIST
Stratacache
06.2023 - 03.2024
EXP CX SUPPORT MANAGEMENT
HONEYWELL
07.2021 - 01.2023
CONTACT CENTER COORDINATOR
Aon Risk Solutions
09.2020 - 06.2021
Manager Customer Advocate Loyalty
AT&T
06.2017 - 09.2020
Bachelor of Science - Sociology
UNAM
Bachelor of Science - Business Administration
Business University Isec
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