Noemi Hernandez

• Preparation, Coordination, and Monitoring of Projects
• Oversight of Consultancies (Recording findings, tracking hours, preparing reports, presentations, etc.)
• Preparation and Submission of Proposals and Contracts
• Analysis of Information for Developing Strategies in Fraud Prevention and Money Laundering

• Led Multidisciplinary Teams of 10 to 15 Agents Across LATAM (Mexico, Chile, Colombia, Peru, Costa Rica, and Puerto Rico)
• Ensured the Achievement of KPIs (SLA -2’, CSAT 95%, QA 95%) Quarterly, Keeping My Team in the Top 3 Out of 12 Teams
• Proposed Improvements in Customer Service, Establishing the First “Support Logics” to Provide Homogeneous and Standardized Service, Which Subsequently Reduced Response Time
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.

• Real-time Support for Shoppers, Ensuring Efficient Order Delivery
• Coordinated with Other Departments to Resolve Various Issues, Primarily: Fraud, Customer Service, In-store Payments, KAMs, etc.
• Monitored and Adjusted Payments, Earnings, Parking, and Tolls
• Actively Participated in Three Key Projects:

Onboarding Shadowing: Specialized in Welcoming and Demonstrating the Area’s Operations to New Team Members
Secondary Task SOM: Aimed at Educating Other Departments About Our Tasks and Training Potential Internal Candidates
Silent Orders CO: Analyzed Orders in Colombia to Increase CSAT in the Region by Improving Service Quality

• Provided Personalized Attention to Assigned Portfolio from Planning to Event Closure
• Reactivated Portfolio with Key Accounts
• Reviewed Financial Reports, Analyzed Data, Prepared Monthly Reports, Obtained NPS, and Monitored Company OKRs
• Attended and Followed Up on Events to Understand the Market
• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Established strong relationships with key customers, resulting in increased customer loyalty.