Maria Fernanda Cervantes Genesta
Guadalajara, Jalisco
Summary
Operations Research Analyst with proven track record of success designing models and analytical programs to solve business problems. Results-oriented with strong research and decision-making skills to determine specifications and develop action plans for projects. Collaborative with excellent interpersonal and communication skills across diverse groups.
Overview
9
9
years of professional experience
Work History
Sales Support Analyst II
Leticia Sanchez
06.2017 - Current
- Trained new Sales Support Analysts, ensuring a smooth onboarding experience and knowledge transfer.
- Implemented process improvements based on regular audits of internal workflows.
- Enhanced sales processes by analyzing performance data and identifying areas for improvement.
- Developed tools and processes to help improve operational efficiency.
Sales Support Management
Alberto Acevedo
05.2015 - 06.2017
- Developed comprehensive training materials and conducted workshops to improve the skills and knowledge of the sales support staff.
- Enhanced customer satisfaction through timely resolution of issues and proactive communication with customers.
- Successfully managed high-stress situations, such as product shortages or major customer complaints, by coordinating resources and collaborating effectively with various teams to resolve issues promptly.
- Implemented robust reporting systems that provided visibility into team performance and areas for improvement.
Hub Rotation Program
Alberto Acevedo
01.2017 - 04.2017
- Participated in team meetings and training sessions to share end to end process, updates and changes in AMS region during 2 months.
- Collaborated with team members to develop best practices for consistent customer service.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Education
Communication Sciences Bachelor -
ITESO
Guadalajara, Jalisco, Mexico12.2013
Skills
- Customer Service
- Microsoft Excel
- Data Analysis
- Cross-Functional Teamwork
- Leadership
- Communication Management
Additional Information
Mom of two.
Languages
English
Advanced (C1)
Timeline
Sales Support Analyst II
Leticia Sanchez
06.2017 - Current
Hub Rotation Program
Alberto Acevedo
01.2017 - 04.2017
Sales Support Management
Alberto Acevedo
05.2015 - 06.2017
Communication Sciences Bachelor -
ITESO
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