Hugo Rada-Trujillo

• Directed 1st shift operations in a high-volume environment, managing a team of 10 direct reports, and supporting 6 global reports (2nd shift), handling over 10,000 weekly customer interactions.
• Increased customer satisfaction rates from 43% to 83%—the highest in five years—by launching a comprehensive training and coaching program focused on improving first-contact resolution, resulting in a 40% improvement in resolution efficiency, and a 30% reduction in customer escalation rates.
• Analyzed KPI's (response, resolution, and satisfaction rates) to identify trends and drive targeted improvements. This resulted in a 30% faster response time, 40% higher resolution rates, and a 20% increase in customer satisfaction within three months.
• Leveraged data-driven insights, guiding the decision-making process to streamline operations, enhance adherence to key performance indicators (KPIs), and consistently deliver exceptional customer experiences around the world, 24/7.

• Directed a team of 10 to deliver high-quality customer support, fostering cross-departmental collaboration to optimize distribution processes, resulting in a 40% improvement in customer satisfaction and customer response.

• Led the successful launch of INOMax® in Mexico by developing and implementing service, distribution, technical, and pharmacovigilance frameworks, contributing to a 25% growth over the initial goal within the first year.

• Managed supply chain operations for medical devices and critical care drugs across accounts exceeding $10M annually, ensuring 100% on-time replenishment for over 100 hospitals in the Southeast U.S., Mexico, and Puerto Rico.

• Applied technical expertise to address complex customer inquiries, significantly enhancing response times by 30%, and improving issue resolution efficiency. Triaged technical, clinical, and pharmacovigilance concerns, and collaborated closely with cross-functional teams to provide timely and effective solutions, resulting in a 20% decrease in customer complaints across all markets.