Angelica Nataly Cruz Garcia
Business Administration Degree
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Proactive with over 10 years of experience in Supply chain industry. Proficiencies in inventory control, sales, staff training and development. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation.
Overview
14
14
years of professional experience
Work History
Devices@IBM Purchase Program Iteration Manager
IBM
11.2020 - Current
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Cross-trained existing employees to maximize team agility and performance.
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
Enterprise Canada Direct Customer Ops Supervisor
HP Inc. Las Fuentes
01.2019 - 03.2020
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Led major initiatives within the department that drove innovation or addressed critical business challenges.
- Identified operational inefficiencies and implemented corrective measures, leading to an overall increase in effectiveness.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Cultivated strong relationships with key clients or stakeholders through consistent communication and excellent service delivery.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
Senior Supply Chain Customer Serv. Representative
HP Inc. Las Fuentes
11.2015 - 01.2019
- Spearheaded process improvement projects, leading to significant time savings without compromising quality or accuracy of work completed.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Assisted in training new hires and offered ongoing support to help them reach their full potential.
- Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
- Enhanced company reputation by providing exceptional customer service and support.
- Collaborated with cross-functional teams to develop new strategies for increased revenue generation.
- Contributed to team sales goals by upselling products and services to customers.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Customer Service Representative
Hewlett Packard, HP
08.2010 - 11.2015
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Processed customer service orders promptly to increase customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Finance For Decision Making Diploma - Financial Planning
Tec Milenio
Zapopan, Jalisco, Mexico 05.2001 -
Customer Service Skills And Techniques - Business Administration
Hewlett Packard
Tlaquepaque, Jalisco, Mexico 05.2001 -
Magagement Skills Diploma - Business Administration And Management
Tecnologico De Monterrey
Zapopan, Jalisco, Mexico 05.2001 -
English Course For Business - Business Education
Global Village Calgary
Calgary, Alberta, Canada 05.2001 -
Administration
Universidad Del Valle De Atemajac
Zapopan, Jalisco, Mexico01.2007
Skills
Business Administration
Operations Management
Staff Development
Sales management
Team Leadership
Business Planning
Project Management
Staff Training and Development
Strategic Planning
Customer Service
Project Planning
Project Planning
Process Improvement
Team building
Problem-solving abilities
Timeline
Devices@IBM Purchase Program Iteration Manager
IBM
11.2020 - Current
Enterprise Canada Direct Customer Ops Supervisor
HP Inc. Las Fuentes
01.2019 - 03.2020
Senior Supply Chain Customer Serv. Representative
HP Inc. Las Fuentes
11.2015 - 01.2019
Customer Service Representative
Hewlett Packard, HP
08.2010 - 11.2015
Finance For Decision Making Diploma - Financial Planning
Tec Milenio
05.2001 -
Customer Service Skills And Techniques - Business Administration
Hewlett Packard
05.2001 -
Magagement Skills Diploma - Business Administration And Management
Tecnologico De Monterrey
05.2001 -
English Course For Business - Business Education
Global Village Calgary
05.2001 -
Administration
Universidad Del Valle De Atemajac