JUAN MIGUEL BAENA PONCE
Monterrey,N.L.
Summary
Highly experienced in customer service , technical support and strategic logistics. Known for exceptional communication skills and a calm demeanour under pressure. Demonstrates leadership competence and an attitude of service, proficient in performance, monitoring and upselling, with advanced knowledge of Office 365 tools. Committed to solving problems creatively and efficiently while pursuing opportunities to enhance operational efficiency.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work history
Associate Operations Manager
Uber Freight Logistics
Monterrey, Nuevo León
2025.04 - Current
- After hours goods transportation logistics management for clients such as Coca Cola, Target, Danone, Niagara, Auto Zone and many others.
- Managed team performance, achieving high-quality output consistently.
- Oversaw day-to-day operations; maintained high standards of service delivery.
- Coordinated staff schedules for efficient manpower utilisation.
LED Trainer
Hexaware Technologies
Monterrey, Nuevo León
2021.04 - 2024.12
- Product Trainer for McAfee Antivirus
- Created detailed training schedules for optimal time management.
- Provided constructive feedback to trainees, driving continuous improvement.
- Tracked employee performance post-training to ensure information absorption.
Technical Support Specialist II
HughesNet Satellite Internet
Monterrey, Nuevo León
2020.04 - 2021.04
- Technical support and customer service specialist level II for HughesNet Satellite Internet.
- Resolved technical issues by providing detailed troubleshooting steps.
- Assisted clients via phone, chat and email, ensuring quality service delivery.
Airport Representative
TUI Airways
Cancún, Quintana Roo
2019.09 - 2020.04
- Airport representative for TUI Airlines. customer service, transportation/luggage logistics, ticket tracking and on-field solutions for guests from the UK and Nordic Region.
- Carried out day-to-day duties accurately and efficiently.
- Worked flexible hours, weekends and holidays.
Operations Manager
CBG Solutions
CDMX
2016.11 - 2018.08
- Operation manager for payrolls, contracts, staff training and business follow ups with potential clients.
- Coordinated cross-functional teams.
- Optimised workflow procedures with strategic planning and team coordination.
Operations Manager
OptaSmart Solutions
CDMX
2012.10 - 2016.10
- Responsible for Quality, Production and Deployment for BBVA Bancomer clarification’s project.
- Optimised workflow procedures with strategic planning and team coordination.
- Implemented quality control measures, enhanced product standards.
Education
Facultad de Relaciones Internacionales, U.A.N.L.
2004.08 - 2008.08
Skills
- Customer service
- Efficiency to solve problems creatively
- Strategic logistics knowledge
- Exceptional communication skills
- Attitude of service
- Quality control
- Diligent
- Leadership competence
- Supply chain management
- Performance monitoring
- Communication skills
- Calm under pressure
- Upselling
- Knowledge of Excel, Word, Power Point, Forms, Office 365
- AWS database experience
- Salesforce ecosystem navigation
Languages
Spanish
Native
English
Fluent
Custom
- Boxing
- Muay Thai
- Football
- Basketball
- Reading
- Cooking
- Mixology
- Music
Affiliations
- Reading
- Boxing
- Family
- Grill cooking
Timeline
Associate Operations Manager
Uber Freight Logistics
2025.04 - Current
LED Trainer
Hexaware Technologies
2021.04 - 2024.12
Technical Support Specialist II
HughesNet Satellite Internet
2020.04 - 2021.04
Airport Representative
TUI Airways
2019.09 - 2020.04
Operations Manager
CBG Solutions
2016.11 - 2018.08
Operations Manager
OptaSmart Solutions
2012.10 - 2016.10
Facultad de Relaciones Internacionales, U.A.N.L.
2004.08 - 2008.08