Norma D.

Experience

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  GENPACT

  Jun 2010 - Dec 2017

  Improve customer Net Promoter Score for several customersResponsible for SLA’s deliverables and Quality AssuranceProactive communication with teams and customerWorked in stabilization of critical accounts on which customer was not satisfied with serviceRevenue assurance controlsChange management tools and techniques to manage people in order to achieve the require business outcomeCreation of healthy working environment by implementing several programsDrive Lean and Six Sigma MethodologyEmpower Supervisors to be confident in decision making, and come up with the best and brightest ideas Show less

  • Operations Leader

    May 2014 - Dec 2017

  • Front Line Manager

    Jun 2010 - May 2014
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  Genpact

  Apr 2018 - Dec 2021

  Service Delivery Leader
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  SBS, Specialty Bolt and Screw

  Aug 2019 - now

  Managing 66 Global customers which received a broad range of c-commodities along with services such as logistical support, warehousing, inventory management, transpiration management and special services like kitting, light assembly and customer packaging.* Responsible for training and overseas 4 account managers in Juarez* Created a workflow for customer purchase orders receiving and acknowledgment timely * Revenue assurance controls* Added 4 new customer in 2022* Stabilization of key accounts on which customer was not receiving material/information on timely manner. Show less

  • Account Manager Senior Supervisor

    Jan 2022 - now

  • Customer Service Supervisor

    Aug 2019 - now