Erika Castillo
Bachelor In International Business
Naucalpan, México
Summary
Accomplished Customer Service Manager with a proven track record at Sartorius De Mexico, enhancing customer satisfaction through expert resolution of complex issues and strategic relationship building. Skilled in SAP Business One and fostering team accountability, I've led initiatives for continuous improvement and ISO 9001 certification maintenance, significantly impacting local market strategies.
Overview
21
21
years of professional experience
Work History
Customer Service Manager
Sartorius De Mexico
Ciudad De Mexico
09.2010 - Current
- Developed strong relationships with strategic customers in the region, ensuring their needs were met consistently and promptly, constant communication.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Analyzed data trends to forecast future demand accurately, enabling better resource allocation and planning.
- · Maintained compliance with industry regulations by staying informed on changes and updating company policies accordingly.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Lead the team to a self-consciousness and accountability of their decision making impacting customer satisfaction.
- Responsible for local distribution activities, international trade compliance, warehouse management operations.
- Responsible for maintaining ISO 9001 certification in the Customer Service Process, attending audits, CAPA management and keeping documents updated.
- Development of KPI´s system for the region; Data analysis being the base of continuous improvement.
- Complying with corporate strategies and adapting them to local markets.
Logistics Supervisor
De La Rue Mexico
08.2009 - 09.2010
- Coordinated daily logistics activities for timely order fulfillment and customer satisfaction.
- Responsible for spare parts replenishment from locations abroad.
- Define safety stock strategy for Key components to keep installed capacity operational.
- Import and Export activities in a daily basis.
- Supporting stakeholders in project development for INMEX operations.
Operations Supervisor
Sartorius De Mexico
Ciudad De Mexico
06.2006 - 01.2009
- Managed daily operations in a timely manner (Order Processing, Import operations, Freight Forwarding operations).
- Implementation of Inventory control management to reduce errors and improve quality of data.
- Participation in development of internal processes and procedures along the company, to ensure consistency in expected results.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges.
- Warehouse operation management.
Order Fulfillment Supervisor
Estafeta Mexicana
Ciudad De Mexico
08.2004 - 06.2006
- Developed comprehensive performance metrics that enabled ongoing monitoring of departmental progress toward key objectives over time.
- Project development for new customers; Start-up and implementation End to End.
- Managed daily operations, allocating resources efficiently to meet order demand a complete daily plans.
Education
BBA - International Business
ITESM, Campus Estado De Mexico
Estado De Mexico 05.2001 -
Skills
Customer experience oriented
Complaint and complex situation resolution
Problem-solving
Time management
Training and mentoring
Building Strong relationship with stakeholders, co-workers and customers
MS Office
SAP Business One Key User
International Trade and local compliance
Decision making based on data analisys
Timeline
Customer Service Manager
Sartorius De Mexico
09.2010 - Current
Logistics Supervisor
De La Rue Mexico
08.2009 - 09.2010
Operations Supervisor
Sartorius De Mexico
06.2006 - 01.2009
Order Fulfillment Supervisor
Estafeta Mexicana
08.2004 - 06.2006
BBA - International Business
ITESM, Campus Estado De Mexico
05.2001 -
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