Manage B2B customer orders and handle complex escalations through JD Edwards and EDI systems. Collaborate with sales, supply chain, and logistics to resolve delivery issues and prioritize high-impact cases. Propose and implement improvements in workflows and reporting tools.

Led a team of 11 sales representatives in a high-volume retail environment, resulting in an 80% increase in sales within the first month. Oversaw daily operations, team scheduling, and performance metrics, ensuring compliance with internal processes. Delivered continuous coaching and career development support to staff, improving retention and morale. Developed SOPs and streamlined service-to-sales handoffs for improved CX and efficiency.

Managed a sales portfolio exceeding MXN 1.2M/month, becoming the top national seller. Led client acquisition and retention initiatives, from onboarding through after-sales support. Supported cross-functional coordination and customer escalations in fast-paced environments.

Built and maintained customer master data in SAP; collaborated with cross-functional teams to reduce service delays. Created a customer portal and reporting tools that enhanced visibility and responsiveness. Mentored new hires and supported incident escalation handling in partnership with IT and logistics.