High level of Excel
JUAN RAUL FISCAL GOMEZ
Customer Service And Data Analysis Managment. Highly Experienced In Customer Service, Branch Managing, Purchase, And Sales. Focused To Maintain Customer Satisfaction KPIs, SAP, And Salesforce Development. Startup Business Experienced.
San Luis Potosi
Summary
Professional with extensive experience and excellent management and leadership skills. I have specialized knowledge to optimize processes, reduce costs, and maximize profitability. I stand out for my leadership ability to bring out the best in each employee. I have excellent organizational skills and extensive professional experience. I am known for being a hard worker and for providing good customer service, including resolving any issues that may arise. I am looking for a new job opportunity to further my career.
Overview
25
25
years of professional experience
2
2
Certifications
1
1
Language
Work History
Customer Service Representative
Fram Group Services Mexico
09.2023 - Current
- Responding to customer inquiries, requests, and complaints.
- Compliance with multichannel service procedures and protocols.
- Advising or referring customers to the appropriate staff, according to their needs.
- Consistently meet KPIs such as service level > 95%, response time, and maintaining an abandon
rate below 1.5%. - Business relationship with automotive assembly plant customers: Volvo, GM, Toyota, Nissan, Ford.
- Monitoring of KPIs and customer service metrics.
Professional EDI/SAP Process Analyst
Honeywell Automotive de Mexico
05.2017 - 07.2023
- Management of databases and files in physical and digital formats.
- Collection, analysis, and processing of relevant data.
- Development of metrics, indicators, and presentations of results.
- Analysis of the results of changes implemented to evaluate their effectiveness.
- Definition of more efficient working methodologies.
- Review and restructuring of deficient internal processes.
- Development of action plans to achieve established objectives.
- SAP Superuser / EDI management.
General Manager
Distribuidora Liverpool S.A. de C.V.
07.2001 - 03.2017
- Coordination of the internal regime and operational structure under my responsibility.
- Establishing the appropriate strategy to achieve the business goals set.
- Development of strategic alliances and growth opportunities.
- Establishment and development of solid relationships with customers and suppliers.
- Reporting, reporting to management on a regular basis.
- Management of the company's human capital, selection, motivation, and assignment of duties.
- Coordinating teams and resources to achieve objectives.
- Establishing and monitoring KPIs to measure the team's progress and performance.
- Resolution of all matters within the powers delegated by management.
- Analysis and management of performance and quality indicators.
- Increasing sales, generating greater customer retention, and strengthening the business.
- Planning, directing, and controlling administrative, commercial, operational, and financial activities.
- Preparation of budgets and management and control of expenses.
- Management of budgets and material resources for assigned areas and projects.
- Representing the company before institutions and companies.
Education
Bachelor's Degree - Administration and Sales
UVL
San Luis Potosí06.2012
Skills
Leadership
KPI's management
Analytical thinking oriented
High level of Excel
SAP/EDI/Data base Analysis
Planning skills
People oriented
Team Work
Problem-solving
Accomplishments
- National Award for Quality and Professional Development in the Liverpool Group
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Software
MS Office
SAP
Sales Force
Certification
SAP certification
Timeline
Customer Service Representative
Fram Group Services Mexico
09.2023 - Current
Professional EDI/SAP Process Analyst
Honeywell Automotive de Mexico
05.2017 - 07.2023
General Manager
Distribuidora Liverpool S.A. de C.V.
07.2001 - 03.2017
Bachelor's Degree - Administration and Sales
UVL