Summary
Overview
Work History
Education
Skills
Certification
LANGUAGES
Hobbies and Interests
Section name
Timeline
Generic

Javier Hugo Herrera Grajeda

Juárez

Summary

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Custumer Service Representative

Voz Y Data SA
05.2025 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Infrastructure & Logistics (Procurement & AP)

GENPACT Americas
10.2017 - 12.2024
  • Company Overview: (EDM. del Norte S of RL of CV)
  • Purchase to pay process for I&L / facilities for (USA, Juárez Mx and Guatemala City).
  • Request quotations, creation of purchase requisition, follow up with approvers.
  • Forward PO to vendor and follow up to have jobs done in time or have product received in time upon request.
  • Follow up with maintenance teams to have the parts required for the proper maintenance of the plant.
  • Keep good relationship with suppliers to maintain deliveries and negotiations on time.
  • Request invoice to supplier to do the GR in Oracle to process payments on time.
  • Report creation of PR’s, PO’s and tracking invoices, TAT times, monthly accrual.
  • Weekly meetings and reports with team’s in US, Romania, India, Brazil & Guatemala.
  • Work Developed

Novartis Pharmaceutical, LATAM
11.2009 - 10.2017
  • Communication for resolution at all levels, Procurement Heads, Accounts Payable, Financial controls & compliance, Business Planning & Analysis, ERP architecture & development, sourcing, AP processors, Vendor Master.
  • ERPs troubleshoot Basware-SAP problems with Invoices, Invoice resolution & conflicts, Purchase Requisitions, Purchase Order, Goods Receipts, Delivery confirmations, Approval Flows, Reports and all other issues related to the ERP systems used by Novartis users.
  • Assist Buyers in some quotations, Sourcing support
  • Maintaining SKU, Cost Objects, material resource.
  • Basware & SAP SRM administrator: add, change, delete users & maintain database & SAP tables for countries: Argentina, Ecuador, Chile, Colombia, Costa Rica, Guatemala, Honduras, Jamaica, Panama, Peru, Republica Dominaca, Venezuela.
  • Inforce company policies.
  • SRM/VIM, Basware Support Technician.
  • Support of software developed to provide P2P Enterprise Purchase to Pay and Financial Management. Basware SRM, VIM, Catalog Management.
  • Providing customer service, through email, phone and Messenger tool.
  • Determine the root cause of problem generated and provide proper resolution.
  • Follow up on errors to reduce or eliminate failures.
  • Provide monthly reports to Genpact Quality team, client’s procurement teams.
  • Work Developed

HERREGA
03.2009 - 01.2010
  • Company Overview: Distribuidora de ataúdes, Urnas y Equipo funerario
  • Taking care of Warehouse, Inventories, Distribution, Sales and Customer Service.

EDS de Mexico
08.2004 - 08.2008
  • Company Overview: (Electronic Data Systems)
  • Provide technical support of computer software systems and Hardware troubleshooting, from a remote site to all the divisions and sites of Delphi in Asia, Mexico, US, UK and Spain. (36 months).
  • Trainer for some new helpdesk agents (6 months).
  • Working as SME (Subject Matter Expert, Supervisor) to assist all other agents, (14 months).
  • Client: Delphi
  • Work Developed

EDM. del Norte S of RL of CV
10.2003 - 08.2004
  • Being part of a process in which we relocate high executives of different companies from the USA to other Continents of the world.
  • Contractor: GECIS Americas.
  • Client: Cendant Mobility
  • Work Developed

Asesores Fuentes Aduanales
01.2002 - 12.2003
  • Warehouse assistant and revision of inventories.
  • Work Developed

Education

Business Administration

Instituto de Estudios Superiores Adela de Cornejo
01.2019

Skills

  • Oracle, SAP, SRM/VIM, E-shop, P59, P85, MS Outlook, Lotus Notes, Basware, Microsoft Office, Mainframe, SAP, EDSnet, WTS, NovaSol PN5, AP4SAP, DataAdmin
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Certification

  • SRM/VIM training Guatemala City 2017
  • Emotional Intelligence, Genpact 2014
  • LEAN Certification by Genpact 2012
  • 5S, VSM, KANBAN, JIT, MUDA, POKAYOKE
  • Certification as International Move Specialist
  • Dambury, Cunnecticut, U.S.
  • Duration: 5 weeks
  • Company Cendant Mobility (13 October 2003 - 20 November 2003)
  • MAGIC. (Make to Good Impression to the Customer)
  • Course for customer service.
  • Company: Cendant Mobility, October 2003

LANGUAGES

Spanish
English 90% written & spoken

Hobbies and Interests

I consider my self a dynamic person, sociable, honest and proactive; I like to coexist with my family and friends, learn constantly of the opportunities and challenges presented. As a hobby like to travel, also I like to practice mountain biking.

Section name

Ability to travel

Timeline

Custumer Service Representative

Voz Y Data SA
05.2025 - Current

Infrastructure & Logistics (Procurement & AP)

GENPACT Americas
10.2017 - 12.2024

Novartis Pharmaceutical, LATAM
11.2009 - 10.2017

HERREGA
03.2009 - 01.2010

EDS de Mexico
08.2004 - 08.2008

EDM. del Norte S of RL of CV
10.2003 - 08.2004

Asesores Fuentes Aduanales
01.2002 - 12.2003

Business Administration

Instituto de Estudios Superiores Adela de Cornejo

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Javier Hugo Herrera Grajeda