Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic
Angelica Castillo

Angelica Castillo

Queretaro

Summary

Professional with over 12 years of experience in the automotive supply chain, specializing in strategic decision-making, risk analysis, and problem-solving. Expert in customer portal management, SAP systems (MM and SD modules), materials planning, warehouse management, shipping processes, and production planning procedures. Strong leadership skills with a focus on continuous process improvement.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Management

GKN Automotive
Queretaro
12.2022 - Current
  • Led a team of 10 customer analysts, improving customer satisfaction by 20%.
  • Developed and implemented customer management strategies to improve customer service levels.
  • Assessed current systems and processes related to customer management operations.
  • Created detailed reports on customer interactions for management review.
  • Organized weekly status reports on pending customer requests and submitted them to upper management.

Senior Customer Service Analyst

Harman de Mexico
Queretaro
08.2021 - 12.2022
  • Coordinated with sales and production teams to ensure delivery objectives were met.
  • Coordinated with cross-functional teams to resolve escalated customer issues quickly and efficiently.
  • Created detailed reports on customer interactions for management review.
  • Generated daily performance metrics for individual team members as well as the entire team.
  • Performed root cause analysis on recurring customer complaints to recommend corrective actions.
  • Utilized problem solving skills to troubleshoot complex technical issues reported by customers.

SIOP/MPS Lead

Valeo Sistemas Eléctricos
Queretaro
09.2018 - 12.2021
  • Oversaw sales and operations planning, optimizing inventory levels by 25%
  • Implemented a new planning system that improved forecast accuracy by 30%
  • Coordinate the weekly production plan.
  • Follow area KPI´s for improvement.

Customer Service Supervisor

Mann+Hummel de Mexico S.A de C.V.
Queretaro
02.2017 - 11.2018
  • Supervised and trained customer service staff to ensure excellent customer service delivery.
  • Provided guidance and support to junior customer service representatives, including coaching and mentoring.
  • Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
  • Created reports on daily, weekly, monthly basis related to customer service activities.

Customer Service

Tenneco Automotive
Queretaro
11.2015 - 12.2016
  • Improved department efficiency by 10% through process optimization.
  • Increased customer satisfaction by implementing proactive and personalized solutions.
  • Demand analysis on a weekly basis to dispute increases or decreases out of the 15% permitted.

Customer Service

Dana de Mexico
Queretaro
01.2014 - 12.2015
  • Coordinated with multiple departments to ensure timely and accurate product delivery.
  • Developed strong relationships with key customers.

Education

Diploma - Supply Chain Management

Instituto Tecnológico De Estudios Superiores De Mo
Queretaro
02-2014

BBA - Bussines

University of Guanajuato
Guanajuato
12-2009

Skills

  • Customer Management
  • Client Inquiries Management
  • Supply and Demand Analysis
  • OEM Portal Management
  • Agile Product Lifecycle Management

Certification

  • APICS: Certified in Planning and Inventory Mangement Module.

Languages

Spanish
First Language
English
Proficient (C2)
C2
French
Elementary (A2)
A2

Timeline

Customer Management

GKN Automotive
12.2022 - Current

Senior Customer Service Analyst

Harman de Mexico
08.2021 - 12.2022

SIOP/MPS Lead

Valeo Sistemas Eléctricos
09.2018 - 12.2021

Customer Service Supervisor

Mann+Hummel de Mexico S.A de C.V.
02.2017 - 11.2018

Customer Service

Tenneco Automotive
11.2015 - 12.2016

Customer Service

Dana de Mexico
01.2014 - 12.2015

Diploma - Supply Chain Management

Instituto Tecnológico De Estudios Superiores De Mo

BBA - Bussines

University of Guanajuato

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Angelica Castillo