MARIA GUADALUPE GARCIA
Mexico
Summary
Profesional oriented to customer service satisfaction with several years of expertise in leading people. Polished in strategic planning and employee relations. Adaptable and versatile professional equipped with sound judgment and performance-based management approach.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Hellmann Worldwide Logistics
Mexico
10.2016 - Current
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Maintained accurate records of customer interactions for future reference.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Trained new customer service representatives on company policies and procedures.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Addressed customer inquiries to increase customer satisfaction ratings.
- Evaluated employee job performance and motivated staff to improve productivity.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
Customer Service Automotive Supervisor
Panalpina World Transport
Mexico
01.2014 - 09.2016
- Conducted performance appraisals for staff members and provided feedback on areas of improvement.
- Evaluated customer complaints and took corrective action when necessary.
- Developed and maintained effective relationships with vendors to ensure cost-effective repairs for customers.
- Identified opportunities for process improvement within the service department.
Education
Bachelor of Science - International Relations And Affairs
UNIVERSIDAD NACIONAL AUTONOMA DE MEXICO
Mexico, ME09-2007
Skills
- Problem-Solving
- Issue Resolution
- Report Generation
- Complaint resolution
- Delegating Work
- Work Prioritization
- Decision-Making
Affiliations
- Soccer Player
- Cinema
- Cooking
Accomplishments
- Finalized Course "Let's lead for the better"
- Good Distribution Practice Training
- HHL Corrective and Preventive Action (CAPA) Management Training
Certification
- HHL Good Distribution Practice (GDP)
- HHL Corrective and Preventive Action
Languages
English
Professional
French
Elementary
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Customer Service Supervisor
Hellmann Worldwide Logistics
10.2016 - Current
Customer Service Automotive Supervisor
Panalpina World Transport
01.2014 - 09.2016
Bachelor of Science - International Relations And Affairs
UNIVERSIDAD NACIONAL AUTONOMA DE MEXICO
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