Alicia Pochatko

Oversaw Customer Solutions Support (CSS) team, based in Bogota, Colombia. Area of responsibility focused on customer support through scheduling for both asset and logistics accounts.

• Developed and executed improvement plans aligned with organizational goals, while streamlining operations and implementing efficient procedures.
• Led cross-functional teams, fostering collaboration to execute projects, establish performance metrics, and track progress toward goals.
• Evaluated staff performance, provided coaching and mentoring to address skill gaps, and offered continuous feedback to boost productivity.
• Managed team schedules, handled time-off requests, ensured shift coverage, and assessed employee skills for ongoing training and development.
• Collaborated with department leads to improve workflows, enhance interdepartmental coordination, and achieve collective business objectives.

Led the Customer Support Specialist team and managed high-impact projects across the Customer Solutions and Logistics departments, including Robotic Process Automation (RPA), Centralized Scheduling, and Geofencing.

• Developed and executed comprehensive project plans, setting goals, timelines, and deliverables while ensuring timely execution and alignment with stakeholder expectations.
• Coordinated cross-functional teams to meet milestones, proactively monitoring progress, identifying risks, and implementing corrective actions as needed.
• Delivered regular status updates to stakeholders and provided training to team members, ensuring effective project execution and achieving desired results.

Served as the primary point of contact for high-volume clients, including Anheuser Busch, Kimberly Clark, and Conagra, managing bookings, inquiries, and delivering exceptional service to drive revenue and client satisfaction.

• Built strong client relationships, addressing needs promptly, providing unique solutions and driving business/revenue growth.
• Conducted regular account reviews, providing data-driven reports that aided in business growth opportunities.
• Streamlined account management processes, reducing response times and improving efficiency, while training new employees on customer service and organizational best practices.
• Actively participated in networking events, expanding professional connections and generating leads, while positioning as trusted advisor by advising clients on market trends and potential business impacts.
• Recognized for exceptional client service, contributing to team’s reputation for excellence and ensuring alignment with client objectives through regular feedback and strategy adjustments.