Edgar Alan Gomez
CSM Manager
Guadalajara
Summary
Dynamic and results-driven professional with extensive experience in order management and process optimization, specializing in IDD Lite, NCNR, and BD order reviews. Proven ability to ensure seamless operations across order entry, booking, invoicing, and customer support functions while effectively managing cross-functional teams. Skilled in developing high-performing teams through comprehensive audits and policy reviews, fostering a culture of continuous improvement and accountability. Adept at resolving complex escalated issues and monitoring performance metrics to drive operational excellence and enhance customer satisfaction.
Overview
11
11
years of professional experience
9
9
Certifications
2
2
Languages
Work History
CSM Manager of Northwest US and CSS Manager
AVNET SERVICES
02.2015 - Current
- IDD Lite, NCNR and BD orders review, POURS & avnet.supplyframe process.
- Ensures effective process & support; Order Entry-Booking, Quote. Invoice/Billings, TRK orders, expediting, RMAs, MOQ/MPQ, Portal maintenance, reschedule based
- Manages business from Brokers and Customer Expansion Team & CM’s review specialists who exercise significant latitude and independence. Oversees one or more departments or related teams.
- Develop, engage, retain high performing team, audits, review policies and procedures (R&A-Liability-NMI), compiling data, developing reports to ensure or daily and main activities using mailboxes assigned.
- Provides team leadership and support to explore, identify and implement new or revised processes and tools required to ensure successful execution of required activities.
- Oversees the day-to-day operations/tasks follow up & support by the CSR team via Sales Force and backlog management.
- Resolves complex escalated issues raised from the team activities and/or specific customer process requirements issues.
- Monitor individual and team workload demands and performance progress.
- Manage hiring process openings from 3 Supervisors, CSSs & CSRs.
- CSM Manager of Northwest US, Mexico and Brazil – 36 CSRs & 2 Sup and 2 TL’s
CSR & Team Lead
Avnet Electronics Marketing
02.2015 - 02.2017
- Applies excellent process knowledge to audits to ensure compliance with all legal requirements & Cost centers
- Nov 2018–Jan 2020 I managed Digital Portal Project & Avent Online.
- 10 months as Team Lead
Education
International Business
Universidad Internacional
01.2014
International Trade
Universidad Valle De Mexico
01.2011
High School - undefined
La Salle Lope de Vega DGETI Administrativa
01.2009
Skills
- Management’s skills: Collaborates frequently with internal and/or external management Leads meetings and briefings for internal and/or external representatives Often coordinates efforts between functional areas and/or members of an extended assignment/project team
- Communication skills: Bilingual, English and Spanish fluent, written and spoken Customer Service Certification & Sales
Operations management
Certification
Coaching for Peak Performance by Avnet Electronics & UAT SAP Tester by Avnet EM SAP ( Avnet EM )
Timeline
CSM Manager of Northwest US and CSS Manager
AVNET SERVICES
02.2015 - Current
CSR & Team Lead
Avnet Electronics Marketing
02.2015 - 02.2017
High School - undefined
La Salle Lope de Vega DGETI Administrativa
International Business
Universidad Internacional
International Trade
Universidad Valle De Mexico