AZUCENA ITZANI PONCE ESTEBAN
Tlalnepantla
Summary
Results-driven Back Office Team Leader with experience in customer service, contract management, analytics, and process optimization. Skilled in leading teams, improving KPIs, and enhancing operational efficiency through data-driven decision-making. People-oriented team leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Back Office Team Leader – Service BKU
Atlas Copco Mexicana
04.2024 - Current
- Led a team of 4 ensuring KPI compliance and on-time service delivery.
- Implemented process improvements reducing rework and delays.
- Conducted reporting and root-cause analysis for management decisions.
- Developed automations improving productivity and accuracy.
Responsible for Contract & Service BKU
Atlas Copco Mexicana
04.2020 - Current
- Managed full contract lifecycle including creation, updates, and closure.
- Analyzed profitability and supported the sales team.
- Improved service quality through process enhancements.
- Collaborated across departments to ensure compliance.
Education
B.A. - Business Administration
Universidad Latinoamericana (ULA)
01.2017
Skills
- Back Office Operations
- Contract Management
- KPI Tracking & Reporting
- Process Optimization
- Customer Service Excellence
- Team Leadership & Coaching
- Data Analysis (Excel, Power BI)
- SAP
- C4C
Certification
Atlas Copco Female Mentoring Latin America, 2022
Timeline
Back Office Team Leader – Service BKU
Atlas Copco Mexicana
04.2024 - Current
Responsible for Contract & Service BKU
Atlas Copco Mexicana
04.2020 - Current
B.A. - Business Administration
Universidad Latinoamericana (ULA)