Experience

Yapi

• United States
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • Aug 2022 - Present



CEMEX

• Mexico
• Wholesale Building Materials
• 700 & Above Employee

• Customer Experience Supervisor

  • Mar 2017 - Jul 2022

  I supervised the Cemex USA Cement Order-Fulfillment Team. I built long-lasting relationships with top customers by establishing trust and providing superior service. I spent time researching and documenting issues. Resolution and follow-up were keys to successful communication. I specialized in treating customers with personal attention, so that each felt they were the highest priority. In addition, I collaborated on and implemented projects that improved the success of this team. I trained them to use first resolution techniques in their daily contact with customers. This customer-centric approach was critical to team success. Analyzing team data, I utilized KPI’s to create goals for customer response times. Both team and individual performance was based on a combination of customer service skills and KPI data, which was used for development and growth.I interfaced with VP’s, sales managers, and logistics teams across the USA to effectively update the team on market and supply chain developments. I met with sales teams weekly to discuss order-fulfillment achievements and concerns. I also collaborated with the VP of Admixtures and various department heads to develop the standard process for setting up customers in this new Cemex USA business line.

• Customer Experience Professional

  • Mar 2017 - Jun 2018

  Was a founding member of a team who was instrumental to the launch of Cemex Go, an end-to-end digital customer integration platform, for users to order, track, and pay for Cemex services. Prior to launch, was part of testing and feedback to the development team, regarding the user interface. After launch, assisting customers with the new platform- how to use it, troubleshooting, and gathering customer feedback. Took the initiative to systematically research and experiment with Cemex Go until achieved a high level of mastery. Taught customers how to place orders and pay bills, as well as customizing their experiences with the technology. Worked with business analysts to convert customer feedback into improvements to the platform. Took initiative to improve communication skills by reviewing calls. Trained new peers as the team grew in number.



H-E-B

• United States
• Retail
• 700 & Above Employee

• Business Center Service Specialist

  • Jan 2014 - Mar 2017

  Interacted with customers in an engaging and friendly manner to provide superior customer experience. Executed transactions with a high level of accuracy. Reorganized the Business Center to meet 5S standards. Followed relevant regulations regarding money transfers, money orders, and bill payment. Trained peers in business center procedures. Interacted with customers in an engaging and friendly manner to provide superior customer experience. Executed transactions with a high level of accuracy. Reorganized the Business Center to meet 5S standards. Followed relevant regulations regarding money transfers, money orders, and bill payment. Trained peers in business center procedures.