Nelson Barrón Galván
Team Lead Order Entry And Returns
Apodaca,N.L.
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
23
23
years of professional experience
Work History
ISG NA Team Lead Order Entry & Returns
Lenovo
2009.01 - 2025.06
- Focal point for escalations
- As SME for the Order Entry Process from E2E, I was in charge to ensure my team complies with the Firm Order Policy, with the knowledge that I acquired in the company in areas that I have been involved like credit, returns and disputes, monitoring the request that we received in Dynamics 365 I was able help my team to avoid and prevent any situation that can put a hold on orders and causing delays and customer satisfaction issues
- Receiving and Analyzing Escalations: In charge to find the root cause of the issues that escalates and create action plan to mitigate the issues that arise, Track the progress of implemented solutions and ensure deadlines are met.
- Provide training and guidance to the team on how to prevent similar issues in the future Drive efficiency, process, and system improvements.
- Improve productivity and accuracy through automation of reports and other minor tasks using macros that I created. Develop and deploy solutions to identify problems, follow up of implemented solutions and adjust as necessary.
- Schedule regular one-on-one meetings with team members to gather direct feedback on processes and performance.
- Make Fast, Accurate Deliveries to Customers.
- Developing a Customer-Centric Culture to find the best solution for our customers without compromising company´s Policies.
- Focal for UAT (User Acceptance Testing) Projects
- Coordinate with various teams, including IT, business units, and end-users, to ensure alignment on testing objectives.
- Collaborate with business analysts and end-users to define test cases and scenarios that reflect real-world usage.
- Collect feedback from users about their experiences with the new tools, documenting any issues or suggestions for improvement.
- Analyze feedback to identify common trends or critical issues that need to be addressed before the tool goes live.
- Assist in developing training materials and user guides to help users adapt to the new tools.
- Responsibilities:
- Oversaw the UAT process for the SAP S/4HANA migration at the MTY plant.
- Managed the loading of all test orders and performed necessary reloading to ensure test accuracy.
- Coordinated with stakeholders to ensure seamless integration of the new system.
- Training my peers about migration when UAT was completed.
- SAP S/4HANA Solution Rollout:
- Scope: Implementation of the S solution for MTY plants.
- Objective: Align the rollout with the Global Template, addressing:
- Order Sourcing
- Order Management
- Order Fulfillment
- Tied Orders
- Other manual order support requirements
- Other UAT projects
- Soft Bundle Must Buy: Conducted UAT for ensuring compliance with soft bundle purchasing requirements.
- LVR External Sales Project: Monitored UAT status and took part in testing and implementation phases.
- Oracle EDI Price Change: Engaged as a UAT tester/user to validate price change implementations within Oracle EDI
Bilingual customer service
Teleperformance
2008.01 - 2009.01
- Bilingual Assistance: Provide high-quality customer service in both English and Spanish
- Manage and process bilingual calls, providing accurate information and support to customers in both languages solving issues with billing, technical support, activations etc. etc.
- Troubleshoot to solve issues with the service.
Customer Service Representative
GE Money Bank
2007.07 - 2008.09
- Bilingual customer service for credit card holders from United States of America and cross sell of protection plan services to the accounts.
- Manage and process bilingual calls, providing accurate information and support to customers in both languages solving issues with billing, payments and financial info regarding their card statement.
Casa Pedro Domecq
2007.01 - 2007.07
- Conducted visits to liquor stores and other key accounts to deliver advertising materials, promotional offers, and product information. Ensured that promotional displays and materials were well-positioned and effectively communicated.
Bilingual Customer Retention Group
Clientlogic
2005.11 - 2007.01
- Bilingual Customer Retention Agent for DirecTV in the USA, I specialize in providing exceptional support and retention services to both English and Spanish-speaking customers.
- Engage with customers to address concerns, resolve conflicts, and work towards retaining their business through effective problem-solving and negotiation.
- Utilize empathy, patience, and excellent conflict management skills to negotiate solutions and handle customer irritation, ensuring a positive resolution ensuring that each customer feels heard and valued.
Banamex Express Executive
Grupo Financiero Banamex
2003.09 - 2005.09
- Educate clients about the diversity of financial services available, including savings accounts, loans, investment opportunities, and other banking products, ensuring they are aware of all options that can benefit their business.
Bilingual customer service
Merkafon Teleperformance
2002.01 - 2003.01
- Bilingual Assistance: Provide high-quality customer service in both English and Spanish
- Manage and process bilingual calls, providing accurate information and support to customers in both languages solving issues with billing, technical support, activations etc. etc.
- Troubleshoot to solve issues with the service.
Education
Computer Systems Engineer
Centro de Estudios Universitarios
Skills
Operations management
Quality control
Employee evaluation
Complaint resolution
Project management
Team supervision
Leading team meetings
Process improvement
Coaching and mentoring
Performance monitoring
Timeline
ISG NA Team Lead Order Entry & Returns
Lenovo
2009.01 - 2025.06
Bilingual customer service
Teleperformance
2008.01 - 2009.01
Customer Service Representative
GE Money Bank
2007.07 - 2008.09
Casa Pedro Domecq
2007.01 - 2007.07
Bilingual Customer Retention Group
Clientlogic
2005.11 - 2007.01
Banamex Express Executive
Grupo Financiero Banamex
2003.09 - 2005.09
Bilingual customer service
Merkafon Teleperformance
2002.01 - 2003.01
Computer Systems Engineer
Centro de Estudios Universitarios