Maria Guadalupe Rodriguez
Guadalajara
Summary
Marketing Professional-Customer Service/ Operational Oriented with experience in demanding work enviroments.
High commitment to customer service with the ability to build productive relationships, resolve complex issues and win customer loyalty.
Supply Chain Experience, Order Management and Logistics Process.
Overview
18
18
years of professional experience
Work History
Associate Manager Customer Service
Hersheys Mexico
01.2022 - Current
- Create and maintained effective networking with Commercial Team, Supply Chain and Logistics to meet customer expectations
- Supervised day-to-day operations of the team to meet performance, quality and service expectations for our internal and external customers.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Oversaw training and onboarding process for all newly hired employees for Order Management .
- Colaborate with Sales Admin Team to Reviewed sales perfomance and company Quota.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- S4 Super User, Active Participation in Definition, Testing and Go-Live
Sr Customer Supervisor Modern Trade
Hersheys Mexico
06.2021 - 01.2022
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Solicited customer feedback to identify and improve on areas of weakness.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- KPI´S Monitor and Reporting
- Business relation and insights on customer operations and order cycles.
- Available Stock management to maintain Case Fill Rate and Customer Fill Rate indicators.
Customer Service Supervisor Traditional Trade
Hersheys Mexico
04.2016 - 06.2021
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Supervision of all Order Management Process to assure maxime the invoicing sales through time reduction and accurate Order Management.
Order Management Specialist
Hersheys
04.2013 - 05.2014
- Double-checked customer orders and information before filling out order forms to prevent unnecessary delays and errors.
- Processed and handled customer complaints, answering questions, and providing alternative solutions.
- Updated company tracking system with latest information.
- Working with all the Latam Customers (Domestic, Export Customers) Exciding targets on the regional
KPI´S with impactful improvements in Case Fill Rate, Order Cycle and Customer Satisfaction
Order Management Reject Analyst
Hersheys Mexico
04.2012 - 04.2013
- Attention to carriers to solve the customers claims at the
delivery process. - Key role between Customer Service-Sales- Logistics getting initiatives to eliminate misunderstanding across players.
- Actions planes and analysis of main reasons of rejections.
- Rejects Order Management Processor.
Customer Service and Logistics Team Lead
HyCite Corporation/ Royal Prestige
01.2006 - 03.2012
- Customer Service and Order Management
- Coordinated shipments and tracked progress to facilitate timely delivery for the Distributors .
- KPI´S Monitoring
Education
Marketing - Business Economics
Universidad De Guadalajara (CUCEA)
Guadalajara 12.2005
Skills
- Customer Relations
- Innovative Thinking
- Process Improvements
- Negotiation Skills
Languages
English
Advanced (C1)
Timeline
Associate Manager Customer Service
Hersheys Mexico
01.2022 - Current
Sr Customer Supervisor Modern Trade
Hersheys Mexico
06.2021 - 01.2022
Customer Service Supervisor Traditional Trade
Hersheys Mexico
04.2016 - 06.2021
Order Management Specialist
Hersheys
04.2013 - 05.2014
Order Management Reject Analyst
Hersheys Mexico
04.2012 - 04.2013
Customer Service and Logistics Team Lead
HyCite Corporation/ Royal Prestige
01.2006 - 03.2012
Marketing - Business Economics
Universidad De Guadalajara (CUCEA)
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