Mariana Mariana Lechuga
Lic. Administración De Empresas
CDMX
Summary
Business administration professional with 10 years of experience in customer service in diverse sectors. Passionate about data analysis and tracking performance trends. Ability to build strong relationships and develop effective solutions. Committed to excellence in customer service and process optimization. Seeking professional growth in a dynamic environment where I can apply my skills to make a positive impact.
Overview
10
10
years of professional experience
1
1
Language
Work History
Commercial Excellence Analyst
Novo Nordisk
03.2023 - 02.2024
- Spearheaded efforts to migrate existing systems onto cloud-based platforms, resulting in improved accessibility, security, and scalability.
- Assessed data modeling and statistics to integrate high-level business processes with data rules.
- Optimized core processes to improve business performance and operational agility.
- Developed effective improvement plans in alignment with goals and specifications.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Identified trends and patterns in large datasets, leading to actionable insights for business growth.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Educated staff on organizational mission and goals to help employees achieve success.
- Conducted regular reviews of operations and identified areas for improvement.
- Created and managed project plans, timelines and budgets.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Generated reports detailing findings and recommendations.
- Proven ability to learn quickly and adapt to new situations.
- Managed time efficiently in order to complete all tasks within deadlines.
- Paid attention to detail while completing assignments.
- Delivered services to customer locations within specific timeframes.
Client Service Analyst
IQVIA
02.2021 - 03.2023
- . Assisted with tracking customer complaints through resolution phases.
- Cross-trained and provided backup support for organizational leadership.
- Collaborated cross-functionally with other departments to ensure seamless delivery of services across the organization''s offerings.
- Cross-trained and backed up other customer service managers.
- Streamlined processes for increased efficiency in managing client accounts and requests.
- Assisted in the development of training materials to enhance new hire onboarding and ongoing staff education.
- Developed strong relationships with clients through exceptional communication skills and personalized service.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Monitored daily performance against established metrics.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Implemented and developed customer service training processes.
- Trained staff on operating procedures and company services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- . Helped manage customer escalations process.
Key Account Manager
Genera 3
11.2019 - 02.2021
- Developed customized proposals for potential clients, demonstrating the value of the company''s products and services.
- Delivered exceptional customer service by resolving client concerns quickly and efficiently.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Negotiated prices, terms of sales and service agreements.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Event Logistics, coordinate the execution of advertising campaigns and creative projects, ensuring timely and high quality delivery.
- Coordinated with internal teams to ensure timely delivery of products and services, meeting client expectations.
Insurance Agent
Seguros Monterrey New York Life
07.2014 - 09.2019
- Investigated and processed claims swiftly to keep customers satisfied.
- Developed and implemented promotional strategies to increase customer base.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Developed and implemented marketing strategies to boost sales and increase customer base.
- Provides customized financial advice to clients, understanding their goals, risk tolerance and financial situation to recommend appropriate investment and wealth protection solutions.
- Develops financial plans customized to clients' individual needs, including investment recommendations, retirement planning, insurance and risk management.
- Regularly tracks clients' financial progress and adjusts strategies as needed to adapt to changes in their situation or the financial environment.
Education
MBA - Business Administration And Management
Escuela Comercial Camara De Comercio
Mexico City, Mexico 05.2001 -
BBA - Business Administration And Management
Escuela Comercial Camara De Comercio
Mexico City, Mexico 05.2001 -
Skills
Trend forecasting
Project Management
Statistic analysis
Decision-Making
Problem-solving abilities
Interpersonal Communication
Goal Setting
Time Management
Analytical Skills
Effective Communication
Timeline
Commercial Excellence Analyst
Novo Nordisk
03.2023 - 02.2024
Client Service Analyst
IQVIA
02.2021 - 03.2023
Key Account Manager
Genera 3
11.2019 - 02.2021
Insurance Agent
Seguros Monterrey New York Life
07.2014 - 09.2019
MBA - Business Administration And Management
Escuela Comercial Camara De Comercio
05.2001 -
BBA - Business Administration And Management
Escuela Comercial Camara De Comercio
05.2001 -