Ana Vanessa Rocha Alarcón
El Pueblito
Summary
People and action oriented, always looking for new challenges and learning. Passionate for my job, negotiation and team building skills.
Good team worker professional and with strong etic values, appreciate the diversity and encourage others to challenge their own limits.
Overview
10
10
years of professional experience
Work History
Senior Customer Care Manager and LATAM Coordinator
Givaudan De Mexico S.A De C.V
Querétaro City, Querétaro, Mexico
06.2021 - Current
- To reach LATAM goals in terms of service, cost and safety aligned with Customer Care global strategy.
- Mentored junior team members, fostering a positive work environment and encouraging professional growth.
- Evaluated employee performance regularly, providing constructive feedback to promote ongoing professional development.
- Managed a diverse team of Customer Care professionals across multiple locations, maintaining consistent service standards regionally. ( Mexico, Argentina, Brazil & Colombia)
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Strengthened relationships between Customer Care teams and other departments within organization, fostering collaboration towards common goals.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Customer Care Manager
Givaudan De Mexico
Querétaro City, Querétaro, Mexico
05.2014 - 06.2021
- Implemented effective quality control measures to minimize errors and ensure high standards of service.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Created customer support strategies to increase customer retention.
- Successful ESKER Implementation
- Customer Satisfaction Above 95% as per last survey maintaining control of internal process continuous improvement mindset in local team
- Successful GBS implementation
Education
BBA - Trade And International Bussines
Instituto Politecnico Nacional
Ciudad De Mexico08.1999
Skills
- Customer Relations
- Training and mentoring
- Team Management
- Delegation and Supervision
- Action Oriented
- Drive for results
- Ethics and values
- Building Effective Teams
- Teamwork and Collaboration
- Customer Service
- Team Leadership
- Problem Resolution
Languages
English
Bilingual or Proficient (C2)
Portuguese
Upper intermediate (B2)
Timeline
Senior Customer Care Manager and LATAM Coordinator
Givaudan De Mexico S.A De C.V
06.2021 - Current
Customer Care Manager
Givaudan De Mexico
05.2014 - 06.2021
BBA - Trade And International Bussines
Instituto Politecnico Nacional