David Alejandro Cabello Serna

Experience

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  Lenovo

  Jan 2009 - Jan 2019

  I was able to introduce digital transformation to the commercial and support organizations. I was also able to go above and beyond my previous roles by identifying opportunities for improvement in our systems and processes.In this role I was able to collaborate in the implementation of QLiKSense data analytics platform for the Sales and Sales Support organizations, I was also able to cooperate in the implementation of the IBM Workflow Manager to help the Sales Support professionals connect with the operations and logistics teams to process their change, cancellation and expedite requests.But one of my favorite projects, which I leaded, was the implementation of RPA and OCR technologies in the Sales and Sales Support teams to help automate and improve their processes.With the above-mentioned improvements, I was able to save the company USD$60,000 annually and reduce the headcount of the operations by 30%. Weniger anzeigen In this role I was able to reinforce my relationships with other departments and customers as I had to develop and implement business strategies for hardware, software and services to deliver superior RFP responses and business solutions for North America to help drive new acquisition wins, retain and grow share in existing accounts.As part of this new challenge I had to negotiate, draft and finalize contracts with both standard and non-standard terms upon the award of a new business or renewal of existing business. I also had to implement business strategies to ensure commitments to customers were aligned with the organization capabilities, bridging capability gaps whenever possible while minimizing overall costs and penalties, this sometimes included re-engineering of current processes and creation of new processes to ensure the new strategies to accommodate these requirements would work. Weniger anzeigen I was promoted to Customer Support Manager, within my management responsibilities I had to manage, train and evaluate Customer Support personnel. Monitoring forecast and backlog to respond to customer requirements. Responsible for commercial indicators such as: inventory turnover, customer satisfaction, service level agreements, on time delivery, etc. Post-sale conflict management. Find creative and unique solutions to complex problems that arise on a daily basis and increase customer satisfaction.I implemented continuous improvement in my teams processes by creating a web-based returns portal to give visibility to customers on their quarterly returns CAP, automating the issuance of RMA´s and providing full visibility from RMA issuance to closure.I also automated via MS Excel macros the creation of internal sales orders, broker orders, and scrap orders managed by my team and by analyzing the processes and procedures to eliminate steps that didn´t provide any value to the processes or customers.With the above-mentioned improvements, I was able to save the company USD$27,900 annually and reduce the headcount of the team by 25%.Me and my team were awarded the Team Excellence Award in 2017 and I was awarded the North America Sales Support Manager of the Year Award in 2016. Weniger anzeigen I was promoted to Customer Support Team Leader, within my responsibilities I had to supervise and train Customer Support personnel. Provide personalized attention to new customers to guarantee satisfaction and business continuity. Detect up selling opportunities for new and existing customers. Follow-up of backlog with customers to reduce delays and guarantee customer satisfaction. Co-responsible for commercial indicators such as: inventory turnover, customer satisfaction, service level agreements, on time delivery, etc.I implemented continuous improvement in my department by successfully automating the order confirmations and shipment notifications through SAP, I successfully migrated the Order Management inbox from Lotus Notes into SharePoint for handling incoming emails and monitoring response times avoiding manual work in Outlook and give broader visibility of open tickets/emails, and by analyzing the processes and procedures to eliminate steps that didn´t provide any value to the processes.With the above-mentioned improvements, I was able to save the company USD$20,400 annually.I was awarded the Customer Experience Award in 2014. Weniger anzeigen

  • Commercial Project Manager

    Sept 2018 - Jan 2019

  • Fulfillment Assurance and Activations Commercial Manager

    Sept 2017 - Sept 2018

  • Customer Support Manager

    Sept 2014 - Sept 2017

  • Customer Support Team Leader

    Nov 2013 - Sept 2014

  • Senior Sales Support Analyst

    Jun 2011 - Nov 2013

  • Customer Support Analyst

    Jan 2009 - Jun 2011
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  Universal Electronics

  Jan 2019 - Feb 2020

  Commercial Customer Service Manager

  I joined Universal Electronics with the task to migrate Commercial Customer Service operations from the US into Mexico and build up the team in Mexico. After a couple of weeks of transition and intensive recruiting sessions, I was able to onboard 10 Customer Service Agents, train them, provide them with guidance on handling the operations and providing solutions to ensure the transition was crystal clear for our customers.I developed and implemented policies, procedures and standards for the new Customer Service team helping secure the ISO 9001 certification for the Mexico site. I also automate the daily backlog report out of Oracle to ensure the Customer Service teams had visibility of open orders for follow up, on hand inventories, in transit inventories and many other useful data to help manage the daily workload of the team.I encouraged the Customer Service team to go the extra mile for our customers by implementing weekly meetings with our production schedulers, shipping, planning, sourcing and other operations teams to ensure they had the latest and greatest status of the customer orders.I owned and monitored key commercial indicators such as: on time delivery, service level agreements, rotation of inventory, customer satisfaction & forecast consumption. Weniger anzeigen

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  Plastiexports

  Sept 2020 - Jan 2020

  Customer Experience Manager

  I joined PlastiExports in a temporary contract to manage Sales and Customer Service activities and implement improvements to ensure better communication, customer experience and customer satisfaction.

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  Zebra Technologies

  Feb 2021 - Jan 2024

  I continue with my previous Senior Manager role for the Order Experience Operations in North America, Latin America and Brazil, but now as an added responsibility I now also manage the Global Business Analytics team for the Order Experience Operations globally.The primary responsibility as the responsible for Business Analytics is to develop insights, identify trends and patterns, detecting anomalies, identify pain paints, etc. in order to improve user experience and shape business cases for operational enhancements, as well as make data-driven decisions to improve overall performance. Weniger anzeigen I was promoted to Senior Manager Customer & Partner Services Operations for the North America and Latin America regions, within my management responsibilities I had to manage all aspects of the Customer & Partner Services Operations (Order Management and Contract Administration) for the North America, Latin America and Brazil regions, including performance, personnel & budget. Design and implement organizational structure and personnel assignments needed to ensure optimal customer care and achievement of performance targets, as well as quality and compliance. Establish and execute a management system to ensure that all team accountabilities are consistently met, including booking, contract activation, invoicing/billing, entitlement management, stock rotations, etc. Ensure organization is trained on global standard processes. Champion new and innovative opportunities for CPS to add greater value for customers, partners and distributors throughout the quote to cash process, included blended order processing. Identify and champion efficiencies through automation & process improvements. Create and foster a positive team culture that values accountability, collaboration, communication, innovation and self-development, and which places the needs of customer first. Act as point of escalation for all quote-to-cash challenges. Oversee routine operational meetings with key customers or internal stakeholders to review status of orders and resolve challenges. Act as a subject matter expert on all matters related to the quote-to-order process, responding to inquiries from management, sales teams and partners and customer. Develop and present routine business updates internally to senior management through monthly reports, quarterly business reviews, and operations reviews, and externally to partners and distributors. Weniger anzeigen

  • Senior Manager Order Experience Operations (NA, LATAM & Brazil) + Global Business Analytics

    Aug 2023 - Jan 2024

  • Senior Manager Customer & Partner Services Operations – North America and Latin America

    Jan 2021 - Aug 2023

  • Business Process Manager

    Feb 2021 - Jan 2021
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  Samsara

  Jan 2024 - now

  Senior Manager Sales Operations

  I joined Samsara as a Senior Manager Sales Operations, I will lead a team dedicated to optimizing sales operations and driving efficiency. By developing standardized processes and leveraging data-driven insights we will significantly improve our team's productivity and overall performance. I foster a culture of continuous improvement, collaborating closely with cross-functional teams to identify opportunities for growth and innovation.My commitment to building strong relationships and championing Samsara's cultural principles will help us scale successfully and deliver exceptional results. Weniger anzeigen