María Fernanda Rodríguez García

Experience

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  Monsanto Company

  Jan 2009 - Jun 2016

  -Supervision of Order to Cash process for West and Pacific regions in Mexico.-Monitoring KPI’s fulfillment.- Active participation in rolling forecast meetings with planning, mkt and sales teams in order to cover product availability and allocation according to commercial strategy.- ATP and Collections weekly meetings scheduling to resolve operation highlights. Main achievements:- Implementation of “Advance Customer Service” project in LAN. (Process mapping and functional design)- Training sessions for customer service team to adopt the new operation model in SalesForce. Show less - Responsible for order processing of row crops customers in Mexico and support to other regions in LAN (Honduras, Nicaragua and Venezuela).- Negotiation with internal stakeholders (Planning, Global Trade, Collections, Regulatory Affairs,) related to obligatory processes to cover material availability on time.- Cross functional collaboration with Logistics to schedule shipments and deliveries according to KPI’s.- Forecast analysis per region and customer to fulfill monthly goals.- Responsible for biotech business.- Analysis of commercial plans, reporting, inventory and claims.Main achievements:- Functional design of “On line Orders Project” to automate critical requirements of business and increase service level. (NPS 71%).- Implementation of “MBR” Project as key user (SAP) to adopt new sales model and role realignment in system.- Monsanto’s staff trainer at “Proximity workshops” (market segmentation).- Processes and politics creation for customer service team according SOX. Show less

  • Customer Service Business Partner

    Feb 2016 - Jun 2016

  • Customer Service Coordinator-short assignment

    Sept 2015 - Jan 2016

  • Customer Service Representative Sr

    Jan 2009 - Aug 2015
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  ADM Animal Nutrition

  Jul 2016 - Aug 2017

  Customer Service Specialist (Project)

  - Responsible for analysis, mapping and documentation of "as is" and "to be" customer service processes for Oracle Cloud implementation (Order Management module).- Functional design of customer service model through Oracle Unified Method to adopt new ERP.- Creation and execution of test scenarios for Order to Cash process in Oracle Cloud.- Developement of politics, procedures and manuals for customer service and warehouses.

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  LABORATORIOS TORNEL Salud y Bienestar animal

  Aug 2017 - Sept 2019

  Customer Service & Logistics Lead

  - Responsible for customer service and logistics teams (finished product, raw material and packaging material warehouses).- Supervision of order to cash process.- Supervision of warehousing, picking, packing and shipping of national and export orders.- Responsible for KPI’s achievement: OTIF, IRA, Order processing lead time, Complaints Resolution.

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  AT&T

  Feb 2020 - Dec 2020

  Sr. Specialist Customer Resolution

  Mobility Service Management- Point of Client escalation- Point of internal escalation and enquiry- Support across Assurance, Delivery and Billing- Provide Client facing reports- Analysis and recommendations based on available data/reports- Creation and management of Service Improvement plans- Creation of Customer specific service guides- Participation/Leadership on Client calls- Regular monthly/quarterly governance calls/meetings

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  WACKER

  Mar 2021 - Oct 2023

  -Account management of silicones division-Order to cash process for LATAM customers-Point of contact for cargos (sea, air, road) from Wacker’s warehouses (Europe, Asia, America) to final destination.-Point of contact of sales managers (order management, material availability, prices)-SAP R/3 - Hana / key user SD module

  • Customer Service Supervisor

    Jun 2022 - Oct 2023

  • CSR

    Mar 2021 - Jun 2022
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  Sappi

  Aug 2024 - Feb 2025

  CSR

  -Order entry process MX & Latam customers.-Point of contact of logistics & sales.-Shipment tracking (sea, road, air)

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  FORVIA HELLA

  Feb 2025 - now

  Logistics Specialist (Sales Scheduler)