Managed and supported customized service agreements and spare-parts programs, including a strategically recognized $800K USD regional agreement, enabling customers to proactively plan critical maintenance, documentation, and service requirements. Maintained CRM opportunities, customer activities, forecast inputs, and account data to improve pipeline visibility, follow-up discipline, and internal decision-making. Coordinated remote support across service engineering, quotations, logistics, finance, product specialists, and international factories to resolve customer requests, documentation needs, delivery issues, and operational blockers. Prepared and coordinated proposals for service agreements, spare-parts planning, preventive maintenance, and remote support, reducing reactive requests and improving customer planning. Supported customers and agents across Central America by centralizing needs, clarifying technical/commercial requirements, and improving turnaround time for quotes and service responses. Handled customer escalations, delays, and complaints with a structured, solution-oriented approach while protecting internal margins, compliance requirements, and customer satisfaction.

Improved customer service workflows, contributing to a +92% QCDM customer satisfaction score and regional recognition for response time and efficiency. Expanded the supported customer base from 190 to 260 key clients across Mexico and Central America through stronger service governance, follow-up, and customer engagement. Contributed to managed annual turnover growth from $10M USD to $38M USD by improving quotation follow-up, operational coverage, customer support processes, and business unit coordination. Managed the MyBühler customer platform for 190+ customers, supporting installed base visibility, spare-parts requests, service quotations, and technical documentation access. Resolved complaints and warranty cases involving design, supply chain, quality, and commercial issues through CAQ and cross-functional follow-up. Led the service transition for HAAS machinery from Colombia to Mexico and supported commercial/logistical transition activities for optical sorting machinery in Central America. Served as primary account support for two major Central American agents, centralizing operations and improving service levels previously managed from Minneapolis.

Coordinated training programs, vendor management, budgets, and logistics in partnership with senior leadership and operational teams. Implemented cost-optimization initiatives that reduced training expenses by approximately $300K USD in 2016. Processed 8,000 DC-3 training records for 2,800+ employees and aligned administrative practices with Mexican Department of Labor standards through SIRCE. Facilitated KPI roundtables, conflict resolution, and coaching for 14 work teams, improving communication and internal performance tracking.

Led internal communication, organizational development initiatives, vendor coordination, and training programs across multiple business divisions. Negotiated partnerships with 43 educational and leisure institutions to strengthen employee benefits and engagement. Supported company culture and certification initiatives, contributing to recognition in Mexico's Top Companies ranking.