Ligia Márquez
Master In Logistics And International Business
La Paz
Summary
Dedicated customer service professional with strong verbal and written communication skills. Ready to apply analytical and problem-solving skills to help teams resolve customer complaints and foster long-term customer relationships. Confidently adjusts to changing situations and works well under pressure.
Overview
18
18
years of professional experience
9
9
years of post-secondary education
Work History
Customer Service Director
TUM TRANSPORTISTAS UNIDOS MEXICANOS DIVISION NORTE, S.A. DE C.V.
1 2015 - 9 2021
- Developed Tracking reports for the fulfilment of the objectives of the area to create preventive and corrective action plans
- Ensured the fulfillment of 95% Service Level
- Implemented KPIs for the different customers
- Prepared Monthly Executive Reports for Senior Manager and Vice President
- Developed and implemented procedures to increase customer satisfaction
- Directed and managed 28 people for effective communication with more than 150 customers, providing service 24 hours a day and reduce 50% answer timing
- Coordinated an average of 9,500 monthly shipments of Inbound, Outbound and National routes
- Collaborated in the accreditation from Ford Motor Co
- For the Q1 and Word Excellence Awards recognition in 2012, maintaining a 98.5% service level compliance
- Collaborated in the ISO 9000 Certification process in 2002, participated in annual recertification audits during more than 18 years.
Customer Service Manager
TUM TRANSPORTISTAS UNIDOS MEXICANOS DIVISION NORTE, S.A. DE C.V.
01.2010 - 12.2014
Customer Service Chief
TUM TRANSPORTISTAS UNIDOS MEXICANOS DIVISION NORTE, S.A. DE C.V.
01.2003 - 12.2009
Account Executive
TUM TRANSPORTISTAS UNIDOS MEXICANOS DIVISION NORTE, S.A. DE C.V.
09.1996 - 12.2002
Education
Master in Logistics and International Business -
Anahuac University
01.2005 - 05.2007
Diploma in Business Logistics - undefined
ITAM
01.1998 - 05.2000
Bachelor’s degree in Marketing - undefined
ITESM-CEM
01.1990 - 05.1994
Skills
Microsoft and Office Tools
Implementation and improvement of processes
ISO 9000
Leadership skills
Teamwork
Customer-oriented
Customer satisfaction measurement
Service Improvement
Shipment Tracking
Languages
English
Upper intermediate (B2)
Spanish
Advanced (C1)
Timeline
Customer Service Manager
TUM TRANSPORTISTAS UNIDOS MEXICANOS DIVISION NORTE, S.A. DE C.V.
01.2010 - 12.2014
Master in Logistics and International Business -
Anahuac University
01.2005 - 05.2007
Customer Service Chief
TUM TRANSPORTISTAS UNIDOS MEXICANOS DIVISION NORTE, S.A. DE C.V.
01.2003 - 12.2009
Diploma in Business Logistics - undefined
ITAM
01.1998 - 05.2000
Account Executive
TUM TRANSPORTISTAS UNIDOS MEXICANOS DIVISION NORTE, S.A. DE C.V.
09.1996 - 12.2002
Bachelor’s degree in Marketing - undefined
ITESM-CEM
01.1990 - 05.1994
Customer Service Director
TUM TRANSPORTISTAS UNIDOS MEXICANOS DIVISION NORTE, S.A. DE C.V.
1 2015 - 9 2021