DANIELA ARIAS GRACIANO
Customer Experience Leadership | High-Performance Teams | Operational Excellence | KPI Management
Ciudad de México
Summary
Professional with over 10 years of experience leading B2B customer service teams and managing Supply Chain operations in multinational environments, with responsibility for clients across the Andean region, Mexico, Central America, and the Caribbean. Consistently recognized for significantly exceeding performance expectations, distinguished by work quality, customer service commitment, and the development of high-performing teams.
Expert in managing key supply chain KPIs (On-Time Performance, customer satisfaction, SOX and ISO 9001 compliance), achieving outstanding results such as 96% on-time deliveries, 0% high-risk rejections, and 100% audit approvals. Proven track record in cross-functional coordination with sales, production, logistics, foreign trade, and planning teams, as well as in process optimization and the implementation of strategic improvements that directly enhance operational efficiency and customer satisfaction.
Additionally, I have contributed to high-impact regional and global projects, working directly with corporate leadership on strategic business implementation, regional product portfolio management, and market analysis, consolidating a comprehensive vision of operations and sustainable growth.
Overview
9
9
years of professional experience
1
1
Certification
2
2
Languages
Work History
Customer Service Coordinator
International Flavors and Fragrances
08.2022 - Current
- I lead a team of five professionals, fostering a high-performance culture and excellence in customer service within a dynamic environment.
Responsible for onboarding and training new team members, while supporting continuous development initiatives. - Manage the supply flow of purchase orders for 90 clients across Mexico, Central America, and the Caribbean, ensuring timely deliveries.
Coordinate the resolution of claims and commercial agreements, maintaining a 0% rate of high-risk rejections. - Oversee intercompany supply across the Americas, Europe, and Asia, in collaboration with planning, foreign trade, quality control, and production teams.
- Implement strategic operational improvements that enhance team efficiency and secure a 98% On-Time Delivery performance.
- Drive cross-functional communication among sales, production, logistics, demand planning, supply, and external partners.
- Design and implement customer satisfaction surveys aligned with ISO 9001 standards, consistently achieving a minimum compliance rate of 95%.
- Ensure compliance with Sarbanes-Oxley (SOX) and internal/external controls, achieving a 100% approval rate in audits.
Regional Sales Support & Customer Service Key Account
International Flavors and Fragrances
01.2021 - 07.2022
- In 2021, I collaborated directly with the Global Director from Supply Chain on the implementation of the most significant business initiative in the region. I led the coordination from LATAM to ensure flawless execution and a successful launch.
- Oversaw monitoring and analysis of the regional forecast, identifying demand variations and coordinating actions with the global planning team.
- Aligned with Operations to define requirements, manage Make-to-Order processes, and ensure compliance with key supply chain KPIs such as On-Time Delivery.
- Managed and updated regional price lists, quotations, and Forex models for Argentina and Brazil.
- Maintained and updated the Sales Forecast Tool, master data, and tracked risks, opportunities, and performance against budget.
- Responsible for the regional product portfolio and supported global market potential exercises.
Customer Service Representative - Andean Pact
International Flavors and Fragrances
07.2017 - 12.2020
- Responsible for creating purchase orders and managing material delivery for 30 clients across Colombia, Peru, Ecuador, and Venezuela, ensuring full compliance with Sarbanes-Oxley regulations and successfully handling over 3,000 sales orders error-free, with a 98% On-Time Delivery rate.
- Ensured effective communication with logistics, quality control, foreign trade, and sales teams, providing timely solutions and assertive responses to clients.
- Processed 200 credit and debit notes related to sales orders and customer claims.
- Escalated complex technical issues to the appropriate departments to guarantee prompt resolution.
Education
Executive Management Specialist - International Business Management
Universidad Nacional Autónoma De México
Mexico City, Mexico. 01.2022
Bachelor’s Degree in International Business Admini - Global Business Management
Universidad De La Sabana
Chía, Colombia07.2016
Skills
Cross-Functional Communication
Conflict Resolution
B2B Customer Experience Excellence
Make-to-Order Process Management
Claims and Dispute Handling
Account management
Accomplishments
- Recognized six times with performance evaluations that significantly exceeded expectations, distinguished by work quality, customer service commitment, and team development.
- Consistently valued for effective leadership and the ability to drive a high-performance culture in dynamic environments.
- Achieved a 98% On-Time Delivery performance rate. Maintained a 0% rate of high-risk rejections in claims and commercial agreements.
- Implemented customer satisfaction surveys aligned with ISO 9001 standards, consistently achieving a minimum compliance rate of 95%.
- Secured a 100% approval rate in internal and external audits under Sarbanes-Oxley (SOX).
Certification
General Management Diploma — Executive program enhancing leadership and managerial skills for commercial area leaders. Certified by Universidad de La Sabana.
Timeline
Customer Service Coordinator
International Flavors and Fragrances
08.2022 - Current
Regional Sales Support & Customer Service Key Account
International Flavors and Fragrances
01.2021 - 07.2022
Customer Service Representative - Andean Pact
International Flavors and Fragrances
07.2017 - 12.2020
General Management Diploma — Executive program enhancing leadership and managerial skills for commercial area leaders. Certified by Universidad de La Sabana.
06-2016
Executive Management Specialist - International Business Management
Universidad Nacional Autónoma De México
Bachelor’s Degree in International Business Admini - Global Business Management
Universidad De La Sabana