Experience

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  Gimsa automotriz - ford dealership

  May 2003 - Aug 2003

  Management intern

  •Working directly with management on the day-to-day operations of a busy dealership in the heart of city centre to maximize customer satisfaction, operations efficiency, and superior sales performance; acquired skills in prioritization, multitasking and, an ability to deliver results under tight deadlines and in a stressful environment.

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  The walt disney company

  Jan 2006 - Jan 2006

  Cast member

  •Participated with several hundred college students from across the country, and internationally, recruited to assist in cross-functional rotations and reported back improvements to Walt Disney management. •Shadowed Walt Disney management learning the importance of customer service, client relations and employee motivation and empowerment to deliver on the company’s philosophy of delivering a product known as “The happiest place on Earth”. •Developed a sense of teamwork by assisting the guests at the attraction. Show less

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  Kentucky agricultural and commercial trade office

  Aug 2007 - May 2008

  Trade intern

  •Help Kentucky companies establish business relations with counterparts in Mexico. •Develop business contacts, market research, adapting marketing materials for distribution to potential clients.•Selected among top students at university to participate in internship development program. •Performed specific market research for Kentuckian companies seeking commercial opportunities in Mexico while developing personal skills to contact mexican and kentuckian businesspeople. •Translated and elaborated briefings, and press releases for Kentucky’s Department of Agriculture Commissioner, Mr. Richie Farmer, visit to Guadalajara on the office’s 10th Anniversary Celebration. Show less

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  Hp

  Feb 2009 - now

  Manage and oversee North America Total Customer Experience metrics, ensuring that customers are delighted with speedy and predictable shipments.Act as the Manager for North America Direct disputes, leading a team of individual contributors and interns to resolve unpaid disputed invoices, directly impacting cash flow.Lead North America Customer Operations efforts into adopting AI (Copilot), working with a set of pilot users to identify use case scenarios where AI can benefit and evolve the way we work. Show less • Lead a group of 20 individual contributors working Tier 1 and Tier 2 accounts, representing a supported revenue of $2.3B USD in FY15.• Focused team on the execution of Purchase Orders for PCs and printers.• Coordinated large rollout deployments, where multiple stakeholders are involved.• Contributed in management efforts during the split of Hewlett Packard Company into HP Inc and Hewlett Packard Enterprise. • Lead initiatives by visiting key partners to shift the order volume mix to include a wider use of our website to take orders versus taking manual purchase orders. Show less • Support a team of 15 Order Support and Customer Service reps working regional accounts (749 parent accounts / 1517 child accounts) generating a revenue of $543M USD in FY14• Worked on day to day issues as well as deeply involved in the staffing and selection process to address attrition during the fiscal year.• Developed call tracking tool to generate statistics on partners calling into HP Source.• Developed tracker tool to anticipate staffing vs on-site seating availability.• Team formation, completed selection and hiring process of 10 customer service oriented direct reports within a limited timeframe and confidentiality restrictions.• Went through mid-year career conversations as well as FY14 FPR’s.• Led team into transitioning US based process with +15 years of experience into a smooth and seamless experience for US Channel regional partners.• Enrolled in company sponsored mentoring and training.• Served as escalation point for partners and HP stakeholders (partner business managers, account operations managers, logistics, supply chain, among others)• Assisted with coordination of large roll out projects. Show less • Provide continuous coaching and mentoring to service representatives.• Support manager’s tasks on department metrics and quality standards.• Provide outstanding customer service to HP’s second largest account, FedEx, engaging with US management and both internal and external customers.• Assisted with the development of emergency action plan to maintain satisfaction of $37M revenue account with strict Service Level Agreement.• Contributed in cross‐functional team in developing new SharePoint for AMS GC&E Operations.• Updated Team Leads’ quality monitoring tool to SharePoint collaboration format.• Develop improvement efforts by designing and creating reporting tools that will allow the analysis of areas of improvement with ISR community.• Developed metrics for department use on B2B performance, specializing in root-cause analysis of failure notifications to accelerate cash flow receivables. Results shared with management in control-tower meetings as well with cross-functional B2B team. Show less

  • Senior Manager - Global Invoice & Post Ship Process Management

    Nov 2024 - now

  • Disputes, Claims, Web Invoicing & Business Reporting Analytics

    Aug 2022 - Oct 2024

  • Business Reporting and Analytics Program Manager

    Jun 2022 - Oct 2024

  • Personal Systems Commercial Distribution Manager - NA Market Supply Chain Operations

    Nov 2019 - May 2022

  • Manager Source Sales NA Channel Commercial Operations

    Oct 2017 - Nov 2019

  • Supervisor HP Source Sales North America Commercial Operations

    Aug 2015 - Sept 2017

  • Supervisor HP Source Sales Americas Sales Operations

    Dec 2013 - Jul 2015

  • Customer Engagement Management

    Jan 2010 - Nov 2013

  • AVDO - Team Lead

    Feb 2009 - Jan 2010