Nancy Marcela Montemayor Quiroga

Experience

• 

  Multilec S.A de C.V Grupo Axa

  Oct 1999 - Oct 2000

  Customer Service Executive

  • In charge of the international accounts of the company, taking care of exports of material produced in the company• Development of new clients and new proposals to potential clients.• Control of exportations since the shipment left the company up to the customer’s door. • Direct contact with client taking care of all its needs of material, confirmation of delivery dates, and coordination with production department.

• 

  Walt Disney World

  Oct 2000 - Dec 2001

  Cultural Representative

  • Cultural representative: Focus directly on client service helping Disney’s guest to full fill and anticipate their needs representing the Mexican culture.• Delivering the guests a high quality customer service using the Disney policy of recovery having personal contact with people forma ll over the world visiting Epcot Center in Orlando Florida.

• 

  Hispanic Teleservices Corporation.

  Jun 2002 - Jan 2004

  Trainer

  • Development and creation of follow up reports of calls status. • Creation and Application of manuals for different areas of the company (middle management and senior management levels).• Support to the QA department in the creation of operation standards and the follow up of the calls.• Update of sales reports.• Facilitation and Training of the AOL campaign. • The training are totally in English

• 

  Dave and Busters

  Jan 2004 - Feb 2005

  Operations Manager

  • Develop and supervise the daily operation of the restaurant being sure that the quality standards establish by the franchise were followed.• Creation and application of the training manuals used in the opening of the store. • Facilitation and Training to management team and the complete personnel of the basis and criteria for the daily operation.• Constant supervision of personal during operation.• Management of the Winner’s Circle Department, its personnel, inventories, purchasing of merchandise and customer service needs. Show less

• 

  High Clean de México S.A de C.V

  Apr 2005 - Apr 2007

  National Sales and Training Manager

  • Supervise and coordinate the Telemarketing Department.• Creation of sales reports, monthly, weekly and quarterly. • Development of new sales techniques, marketing surveys and training of all internal and external sales force in sales techniques, motivation, attitude, etc. • Development of the team of the area and creation of processes for mine and other departments

• 

  Elevaria, Capacitación Empresarial // CONCEPTI

  May 2007 - Aug 2009

  Regional Strategic Business Manager Mexico North

  • Promote EC-Council Products in the North Region of Mexico through the opening of Authorized Training Centers interested in selling the products partnering with our company in distributing our contents and giving the necessary trainings.• Train the sells force of the ATC’s.• Create new accounts, with companies, and Universities.• Accomplishments o UANL FACPyA Deal.-Creation of New Professional Degree Option trough the Continuous Educational Program offering our Certifications trough this programs.o Tec Milenio Deal.- This is a Project in which 4 of our certifications will be included in all the Tec Milenio Careers. This Project started April 2008 and started in April 2009. This Project will impact nationally in more than 40 campuses and 17 career programs.• Open and follow up of all the academic projects in Mexico and Latin America. • Creation and adaptation of training manuals of some of the courses offered to Companies and Universities. Show less

• 

  Teleperformance

  Sept 2009 - now

  • Implement an umbrella of solutions across different providers working with Uber and standardize projects that apply to all partners across the globe to ensure long-term scalability and consistency• Collaborate with the the Partner Enhancement and Governance team at Uber projects to assure standardization, communication, calibration, and consistency• Lead the streamlining of current Return to office status and documentation; identify the need to support partners needs to move back to officeDeploy security solutions to ensure a successful and risk free return to office across all Uber providers Show less • Build and maintain a healthy and consistent relationship with the client POCs at all levels Net Promoter System implementation and follow up across the company, 4 countries, 11 sites• Implement an umbrella management strategy that brands, centralizes, and standardizes job support and training management across all company’s sites and provide the direction needed for long-term scalability and consistency• Collaborate with the SAMs Team and the management team of each Call Center to assure standardization, communication, calibration, and consistency• Enhance the current Training evaluation methodology, including forms, calibration, and feedback process• Lead the streamlining of current reference material and documentation; identify the need for new job aids• Assure regular and consistent calibrations across locations• Assign resources; set timelines and deadlines; track projects and schedules• Spearhead analysis, design, and development initiatives related to the new-hire, refresher, and staff development training needs of Call Center; recommend appropriate learning and job support solutions• Provide expertise and support related to instructional/informational design and development, appropriate content treatment and media, and effective delivery strategies• Manage the creation and maintenance of all training templates• Approve learning and support materials as appropriate• Collaborate with Call Center management, Human Resources, Operations and Quality to provide for a continuous feedback loop related to desired competencies, entry requisites and work processes Show less

  • Strategic Program Sr. Manager

    Apr 2021 - now

  • Global Account Manager

    Oct 2020 - Apr 2021

  • Global Customer Experience Manager

    Jan 2017 - Oct 2020

  • Global Training Manager

    Sept 2009 - Oct 2020