Briseida Anaid Zarate Peña
Nogales,México
Summary
Experienced professional with exceptional customer service skills. proven success in many roles exhibiting integrity, honesty, responsibility and outstanding communication. always dedicated to continuous improvement to exceed expectations within an organization.
Overview
14
14
years of professional experience
Work History
Inside Sales Representative
Carlisle Interconnect Technologies
01.2021 - Current
- Respond to customer inquiries via phone, email, and chat
- Resolve customer complaints and issues in a timely and professional manner
- Process orders, returns, and exchanges
- Provide product information and recommendations to customers
- Maintain accurate customer records and order information in system
- Collaborate with other departments (SUPPLY CHAIN, PURCHASING, MANAGEMENT) to ensure customer satisfaction
- Identify and escalate complex issues to senior customer service representatives or managers
- Participate in training and development programs to improve customer service skills
- Meet or exceed performance metrics such as response time, resolution rate, and customer satisfaction scores
- Continuously seek opportunities to improve processes and procedures to enhance the customer experience
- Work off Leader standard work to make sure this list gets completed daily since these roles report what our responsibilities are on a daily basis
- Report any escalation to my supervisor and have a sense of alert when help is needed
- Honesty in cases where situations can get out of control
- Gemba walk audit in the floor area once a month.
Customer Service Supervisor
Amphenol Optimize
12.2014 - 01.2020
- Worked at Amphenol Industrial in the customer service area
- My position was Customer Service Supervisor
- Had 4 people that reported to me, I reviewed their performance from daily communication from them to customers, I was their point of escalation if needed and anything they need assistance on, I was the person whom they’ll go to for support
- Under this position, I managed key account customers such as Bombardier, Kawasaki and Progress rail, just to mention a few
- Made phone calls to our customers when needed
- We receive many phone calls from all over the world, English spoken customer mainly
- Processed quotes into the system and make sure to give the best pricing available to our customers in order to obtain more business
- Processed purchase orders under our two MRP systems
- If parts are manufactured in China the orders are processed in MACOLA, if parts are manufactured in Nogales and Sidney the order were processed into AS400 system
- Follow up on our customers’ orders as soon as orders get placed and until these ship
- Have great communication skills within our organization
- Act properly on tough situations whether it’s with our customers or in our organization
- Create weekly/monthly reports of customer orders that have been processed in our database
- Creation of RMAs- when customer receives defective parts, an RMA was created to either replace the parts or give credit to the customer
- Releasing EDI’s whether orders are placed within our system or working on customer’s portal and download, review and acknowledge their orders under SAP
- Interviewing personal when positions are available
- Training
English Teacher
Go English
06.2012 - 01.2014
- In this company I was hired to be an English teacher for companies
- Instructed English language employing differentiated instructions to accommodate diverse learning styles
- I worked at go English (a private school) where I taught adults and kids to write/read and speak English fluently
- I followed the lessons from the company’s book and created quizzes and tests to decide if the student would be able to pass onto the next level
- Also, since I was the only teacher who passed the Toefl test with a good percentage, they gave me the opportunity to prepare students for the Toefl.
Administrative Support
Armadillo Operaciones
01.2011 - 04.2011
- Provided administrative support to the Human Resources department
- Duties included recruiting, onboarding and orienting new employees, maintaining employee records, conducting background checks, processing payroll, and handling benefits administration.
Education
Ingeniería en Gestión Empresarial (BA. BUSINESS ADMINISTRATION DEGREE) ENGINEER DEGREE -
Instituto Tecnológico de Nogales
Skills
- Data Analyst
- Order processing
- Customer service (10years)
- Microsoft office (PowerPoint, excel, word)
- Adobe
- Publisher
- E2 shop software
- MACOLA
- AS400
- SAP
- CITRIX
- ARIBA portal
- EXOSTAR
Personal Information
- Place of Birth: Nogales, Sonora México
- Date of Birth: 05/22/91
Extracurricular Activities
INTERNAL AUDITOR 2022-2024 for AS9001 and AS13100
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Inside Sales Representative
Carlisle Interconnect Technologies
01.2021 - Current
Customer Service Supervisor
Amphenol Optimize
12.2014 - 01.2020
English Teacher
Go English
06.2012 - 01.2014
Administrative Support
Armadillo Operaciones
01.2011 - 04.2011
Ingeniería en Gestión Empresarial (BA. BUSINESS ADMINISTRATION DEGREE) ENGINEER DEGREE -
Instituto Tecnológico de Nogales
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