SAP
PATRICIA COLMENARES TORRES
Customer Service Manager | Customer Success & LATAM Operations Leader
Miguel Hidalgo
Summary
Dynamic and results-driven Customer Service Leader and Operations Manager with 16 years of hands-on experience driving customer excellence, account retention, and business development across LATAM and Caribbean markets. Proven track record directing operations for corporate and high-value AAA key accounts within fast-paced B2B and telecommunications sectors. Expert in continuous process improvement, strict KPI/SLA management, and executing consultative sales strategies (Up-selling/Cross-selling). Adept at managing cross-functional teams, solving complex regulatory and operational escalations, and aligning high-impact post-sales strategies with corporate profitability.
Overview
2
2
Languages
14
14
years of professional experience
Work History
Business Development Advisor – LATAM & Caribbean
TVH PARTS
Cuautitlán, Izcalli
10.2022 - 04.2026
- Coordinated comprehensive regional service operations and end-to-end tracking for high-volume B2B accounts.
- Monitored operational performance metrics, driving continuous process improvement to meet strict SLA compliance.
- Partnered with cross-functional global units to resolve operational blockages and ensure corporate continuity.
- Executed consultative sales, upselling, and cross-selling campaigns to expand market share.
- Key Achievements:
- Achieved a 25% improvement in On-Time In-Full (OTIF) service levels.
- Boosted regional revenue by 30% via strategic upselling and cross-selling initiatives.
- Delivered a 35% reduction in customer turnaround and response times.
- Attained a 30% decrease in repetitive corporate customer complaints through root-cause analysis.
- Note: Successfully reactivated legacy dormant regional accounts from $0 to $30K USD.
Customer Service & Operations Supervisor (Leader)
TELCEL (Radio Móvil Dipsa)
Mexico City
02.2012 - 11.2021
- Led large-scale customer service operations focused on boosting team productivity, service quality, and KPI achievement.
- Headed the corporate resolution of high-stakes user complaints filed before federal regulatory bodies (PROFECO and IFT).
- Controlled inventory management, warehouse entry/exit authorizations, and audited account balances to minimize shrinkage.
- Championed staff development through direct training, performance evaluation, and career coaching.
- Designed customer retention models and analyzed performance dashboards to streamline operation times at the Customer Center.
- Key Achievements:
- Spearheaded the "Conociendo a tu usuario" program, increasing customer retention from 65% to 90% (an overall 85% boost in final metrics).
- Elevated Customer Satisfaction (CSAT/NPS) from 68% to 92% utilizing Qualtrics VOC tools.
- Slashed critical customer operational escalations by 75%.
- Reduced post-sale request processing times by 35% (cutting turnaround from 7 days down to 3 business days).
- Positioned the branch within the Top 5 regional offices for postpaid plan sales within 90 days.
- Supervised daily operations, ensuring adherence to company policies and procedures.
- Implemented process improvements that streamlined communication and reduced delays.
- Trained new employees on operational standards, fostering a culture of safety and excellence.
- Monitored performance metrics to identify areas for enhancement and drive continuous improvement initiatives.
Education
MBA - Finance
Universidad Tecmilenio
Ciudad De Meciov08.2023
Bachelor of Science - Business Administration
Universidad De Guadalajara
Guadalajara, Jal02.2003
Skills
Leadership & Management: Team Leadership & Development , Contact Center Operations, Resource Planning, Performance Coaching
Operations & CX: Customer Experience (CX) Strategy , Order-to-Cash (O2C) Optimization, SLA & KPI Tracking , Inventory Strategy
Business Growth: Key Account Management (AAA) , Consultative Selling , Revenue Reactivation, Post-Sales Support
Software & Systems: SAP (Billing & Inventory modules), Salesforce CRM, Qualtrics VOC, Advanced MS Office Suite (Excel), Google Workspace
Languages: Spanish (Native) English (Professional Working Proficiency - B2)
CRM software proficiency
Stakeholder management
Customer relationship management
Account management
Account development
B2B background
Problem-solving
Effective communication
Adaptability and flexibility
Relationship building
Accomplishments
- Achieved a 25% improvement in On-Time In-Full (OTIF) service levels.
- Boosted regional revenue by 30% via strategic upselling and cross-selling initiatives.
- Delivered a 35% reduction in customer turnaround and response times.
- Attained a 30% decrease in repetitive corporate customer complaints through root-cause analysis.
- Note: Successfully reactivated legacy dormant regional accounts from $0 to $30K USD.
- Spearheaded the "Conociendo a tu usuario" program, increasing customer retention from 65% to 90% (an overall 85% boost in final metrics).
- Elevated Customer Satisfaction (CSAT/NPS) from 68% to 92% utilizing Qualtrics VOC tools.
- Slashed critical customer operational escalations by 75%.
- Reduced post-sale request processing times by 35% (cutting turnaround from 7 days down to 3 business days).
- Positioned the branch within the Top 5 regional offices for postpaid plan sales within 90 days.
Software
Sales Force
Microsof Office
Google Workspace
Meet
Teams
Section name
Location: Miguel Hidalgo, Mexico City, Mexico | LinkedIn: linkedin.com/in/m-patricia-colmenares-torres-2435661a3/
Timeline
Business Development Advisor – LATAM & Caribbean
TVH PARTS
10.2022 - 04.2026
Customer Service & Operations Supervisor (Leader)
TELCEL (Radio Móvil Dipsa)
02.2012 - 11.2021
MBA - Finance
Universidad Tecmilenio
Bachelor of Science - Business Administration
Universidad De Guadalajara