Summary
Overview
Work History
Education
Skills
Timeline
BusinessAnalyst
Mónica Cortés

Mónica Cortés

Customer Experience Manager
Tlajomulco de Zúñiga,JAL

Summary

Strategic leader with over 5 years of experience in customer experience, B2B marketing, and internal sales. Proven track record driving digital transformation, customer loyalty, and sustainable growth through customer-centric projects and cross-functional collaboration in bilingual, international environments.

Overview

8
8
years of professional experience
4
4
years of post-secondary education
2
2
Languages

Work History

National Customer Experience Manager

PFERD México
08.2023 - 05.2025
  • Oversaw product launches, timelines, and budgets, improving time-to-market.
  • Led cross-functional projects with global teams to enhance digital and service processes.
  • Conducted performance analysis and business reviews to highlight ROI and strategic value of implemented solutions.
  • Resolved client issues proactively, collaborating with internal teams to ensure timely and effective outcomes.

Customer Service & Marketing Coordinator

PFERD México
10.2022 - 08.2023
  • Resolved client issues proactively, collaborating with internal teams to ensure timely and effective outcomes.
  • Delivered distributor communication, trade shows, and digital tool adoption.
  • Managed content creation and order platform operations.

Senior Customer Service Executive

PFERD México
09.2021 - 10.2022
  • Managed key B2B accounts, handled all sales-related requests and coordinated with internal teams to ensure timely solutions and customer satisfaction.

Operations Supervisor

Teleperformance
07.2017 - 09.2021
  • Supervised customer service teams to meet KPIs in quality, productivity, and client satisfaction.
  • Implemented workflow improvements and monitored real-time metrics to optimize operations.
  • Managed staffing, scheduling, and reporting to maintain service levels in a high-volume environment.

Education

Bachelor's Degree - Psychology

Universidad Del Valle De México
01.2021 - 01.2025

Skills

CRM & ERP Management (Salesforce, SAP, Spryker)

Timeline

National Customer Experience Manager

PFERD México
08.2023 - 05.2025

Customer Service & Marketing Coordinator

PFERD México
10.2022 - 08.2023

Senior Customer Service Executive

PFERD México
09.2021 - 10.2022

Bachelor's Degree - Psychology

Universidad Del Valle De México
01.2021 - 01.2025

Operations Supervisor

Teleperformance
07.2017 - 09.2021

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