Head of Customer Experience (CX)

• Apr 2020 - Present

-Led a cross-functional team in charge of optimizing the customer journey and implementing and tracking performance on retention.-Developed 10+ customer centricity initiatives, ranging from change management, customer feedback, end to end process alignment and digital transformation.

Corporate Sr. Manager Order to Cash (OTC)

• Jun 2016 - Present

-Responsible for Credit, Order Management, Billing, Collections and Cash Aplication for México, Panama, Colombia and Costa Rica, managing a high-volume customer base [50,000+]-Redesigned the Order to Cash strategy, introducing new methodologies and key performance indicators; also conducted an organizational restructuring for 140 OTC employees.-Developed an OTC business intelligence tool improving monitoring and decision-making-Automated billing and cash application functions and integrated them into the Share Service Center, performing ~120,000 monthly transactions.

National Manager, Collections (AR)

• Oct 2014 - Nov 2015

Accountable for Collections and Accounts Receivable strategies for Distribution, Construction and Industrial segments (portfolio of ~USD $350 million)-Developed four regional teams (150+ employees) in charge of credit, invoicing, dispute resolution, collections, cash management, legal and back-office services.-Appointed Mexico’s leader for the CEMEX Working Capital Global Evolution Network in the AR chapter-Implemented a new collections process methodology that contributed to USD $11 million bad debt reduction in 6 months for the Construction segment

Regional Manager, Commercial Administration

• Aug 2012 - Sep 2014

Responsible for the Commercial Administrative services in the Centro Region for the business units: CEMEX Mexico, CEMEX Concretos & CEMEX Agregados-Led the Commercial Administration team [50+ employees], in charge of invoicing, accounts receivable and commercial information management-Designed new tools, processes and practices that were nationally expanded; achieved an outstanding performance on collections, reducing overdue debt by +40%

Head of Credit

• Oct 2010 - Jul 2012

Led corporate credit team [12+ employees] responsible for trade credit analysis and risk management-Managed the credit insurance of receivables at national level-Administered the receivables finance-securitization program-Member of the Credit Committee of ABC bank, ensuring risk mitigation and observance of bank and regulatory policies

Regional Supervisor, Credit Risk Management

• Jul 2005 - Jan 2009

Credit and Collections Analyst

• Jan 2003 - Jun 2005

Credit Officer

• Mar 2002 - Dec 2002