Bernardo Gonzalez

Experience

• 

  Hewlett-Packard

  Apr 2008 - Jun 2015

  Recruiting and hiring individual contributors for the Guadalajara Global, Corporate & Enterprise Customer Support TeamSetting and monitoring goals & metrics for employees’ annual performance plansDevelop, implement & monitor account transition from Omaha Customer Support team to Guadalajara Customer Support teamMentor & coaching employees (Customer Service Representatives & Team leads)Identify employees’ performance gaps and generate action plans to immediately improve the customer experiencePromote & support employee’s career growth and high profile performanceDevelop and implement tools & processes to meet customer’s requirements thru collaboration with multiple other HP organizations & HP Partners Identify operational gaps and define root causes to develop corrective & preventive actions to stop the bleeding and drive improvementsGoals & Metrics Attainment (KPI & L1 Metrics) Direct Customer Experience attainmentService Delivery AttainmentProject Management (triage as AOM for Tier 2 accounts)Customer & Account setup for new customers (inbound & outbound) working with the Global Business Development Management team to help global customers do business with HP Direct in the U.S. Show less Recruiting and hiring individual contributors for the Guadalajara Global, Corporate & Enterprise Customer Support TeamSetting and monitoring goals & metrics for employees’ annual performance plansDevelop, implement & monitor account transition from Omaha Customer Support team to Guadalajara Customer Support teamMentor & coaching employees (Customer Service Representatives & Team leads)Identify employees’ performance gaps and generate action plans to immediately improve the customer experiencePromote & support employee’s career growth and high profile performanceDevelop and implement tools & processes to meet customer’s requirements thru collaboration with multiple other HP organizations & HP Partners Identify operational gaps and define root causes to develop corrective & preventive actions to stop the bleeding and drive improvementsGoals & Metrics Attainment (KPI & L1 Metrics) Direct Customer Experience attainmentService Delivery AttainmentProject Management (triage as AOM for Tier 2 accounts) Show less Monitor account transition from US Customer Support team to Guadalajara Customer Support teamMentor Customer Service RepresentativesIdentify operational gaps and define action plan to drive improvement and Customer Experience thro collaboration with Sales & Supply Chain teamsGoals & Metrics AttainmentProgress Reports to ManagementSME and Order Entry Process ChampionDuring the time I performed as a Team Lead I worked diligently to ensure the best customer experience I worked collaboratively with sales, Supply chain, manufacturing, among others, to provide the CSRs meet customer’s requirements. Show less

  • US Sales Ops Manager

    Apr 2012 - Jun 2015

  • US VDO CSR Manager

    Dec 2009 - Apr 2012

  • Team Lead – Customer Service

    Jul 2008 - Nov 2009

  • CSR

    Apr 2008 - Jul 2008
• 

  Honeywell

  Jun 2015 - Feb 2017

  North America GCC CSS CoE Manager

  Manage a team for 45 Customer service professionals servicing the Oil & Gas, Paper & Manufacturing industries delivering $3.1 Billion in revenue. Responsible for the Customer Share Services Organization supporting the HPS divison witin Honeywell across all 3 lines of business (Projects, Service Contracts & Hardware)Partner with Sales, Supply Chain, Procurement, Project & Contract Management & Manufacturing to develop a strong business relationship and deliver a world class customer service. Define, develop & communicate strategies to empower employees to achieve their best and improve work environment. Responsible for selecting & hiring personnel for the customer shared services organization as well developing strategies to drive talent retention and educe attrition. Promote & support employee’s career growth and high profile performanceCross functional Process improvement workshops to drive efficiencies and accelerate Order to Cash turn around time.Metric revision to ensure high level performance. Show less

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  Avnet

  Feb 2017 - Feb 2024

  • Salesforce Programme Manager

    Feb 2021 - Feb 2024

  • Americas Salesforce Lead

    Jun 2019 - Feb 2024

  • Customer Service Manager

    Feb 2017 - Feb 2024
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  Ribbon Communications

  Feb 2024 - now

  Salesforce Business Analyst