Alejandra Guzman

Alejandra Guzmán C. BUSINESS MANAGER Mexico, CDMX | - |-https://www.linkedin.com/in/alejandra-guzman-castillo-a/ Profile Transforms underperforming operations into successful enterprises using resourcefulness and high-level business acumen. Decisive and analytical with 28 years history of successful industry performance. Experienced Business Manager skillful in monitoring and managing daily business operations with focus on continuous improvement. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Experience Teleperformance | Call Center Executive 2022 - Today ✓ Recruited to be part of a project under the WAHA system, to work on sales experiences more than just to take orders, using emotional intelligence and sales strategies to increase sale tickets, customer's satisfaction and loyalty, through active listening. ✓ Excelled in handling escalated calls, effectively resolving complex issues while maintaining customer loyalty. ✓ Optimized workforce management by diligently adhering to scheduling guidelines and maintaining accurate records of attendance, performance metrics, and call outcomes. Mechanical Drives & Belting | Manager's Assistant 2017 – 2021 ✓ Started as Internal Customer Service and in a year reached the position of Manager's Assistant of Los Angeles Brach ✓ Updated all old vendor's and customer's requests, also improvement the purchase orders system reception and factory work times and deliveries reducing lost. ✓ Improvement the shipment of disinfectant products according with the USA government regulations. ✓ Set the daily inside sales and bids statement. ✓ Customer calling and invoice preview queues. ✓ Open sales orders report ✓ Open purchase orders statement ✓ Purchase orders acknowledgements. ✓ Shipping receiving trouble requests. ✓ Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction. Appen Butler Hill, IsoftStone, Lionbridge | Freelance 2011 – 2016 ✓ Being part of different projects involved technology test to improve many of the gadgets that we use nowadays, as for the nature of confidential agreements and the projects, I am not free to give many details about them. ✓ Managed multiple projects simultaneously while maintaining a high level of attention to detail and organization. ✓ Enhanced client satisfaction by delivering high-quality work within deadlines. Tecnica Comercial Vilsa S.A. de C.V. | General Director's Assistant 2008 – 2011 ✓ Design of identifications and data base of government programs like driver's licenses of states like Durango, Metro, UNAM, etc. ✓ Security systems development, translation of manuals for security devices and gadgets, like CCTV, face recognition hardware, metal detectors, etc. ✓ Creation, development, and integration of proposals for bids and contests for government and particular customers, attention to foreigner and local vendors; among of my daily activities such as: ✓ Updated of contacts database ✓ Scheduled, coordinated, and organized meetings and events to promote productive conventions, retreats and other logistics. ✓ Design and development of processes in time and movement scheme. ✓ Customer and foreign vendors attention. ✓ Control and organization of highly sensitive information. ✓ Managed calendar and travel logistics, prioritized inquiries and requests and made recommendations to support smooth day-to-day director engagements. Hessen Logistics | Business Manager 2000 – 2004 ✓ Creation, growth, and development of this enterprise which was started with a small group of people and a solid group of customer brokers as support. ✓ Cultivated a high-performance team through targeted recruitment efforts, training programs, and performance management systems. ✓ Developing comprehensive risk management strategies to minimize potential threats to business stability. ✓ Set the negotiations with worldwide freight forwarders to agree the best rates. ✓ Set and improved all the logistics process to reduce costs and provide the best service to the customers. ✓ Review records for billing, collecting, payment to domestic and foreign vendors. ✓ Preparation of management reports and corporate financial planning and air division ✓ Developing financial projections for specific projects as internal control of the company, integration of procurement ✓ Quotes and development planning processes for specific projects ✓ Corporate image design, corporate brochure design and river division ✓ Design and preparation of presentations and all the sales material. ✓ Control prospecting, sales and service closures customers, design, and control of sales strategies.Collaborated on A/B tests, increased click-through The Trout & Partners Co. Mexico | Data Analyst Jr. 1995 – 2000 ✓ Proud and privileged to be part of the Jack Trout's crew to learn and develop projects to improve the positioning of enterprises like Multipanel, Apasco Holderbank, Farmacias Benavides, Gobierno del Estado de Veracruz, Gobierno del Estado de Durango, among others. ✓ Design, planning and project control positioning and competitiveness of businesses. ✓ Presented findings to executive leadership teams through concise presentations, influencing future strategy development. ✓ Implemented robust quality control measures to minimize errors and improve the reliability of analytical outputs. ✓ New products development, organization and control of projects ✓ Technical and administrative support, information control ✓ Public relations and customer clients, management, invoicing, purchasing and procurement, monitoring and planning expenses. ✓ Enhanced business efficiency by identifying trends and patterns in complex datasets. Banca Promex (today BBVA, Bancomer) | Personal Banking Manager 1993 - 1994 ✓ Recruited when I was still studying at the University, selected for my high grades. ✓ Customer service on banking floor, generate mortgage payments, collocate credits, credit cards, open accounts, investments, general customer service related with banking services. ✓ Investment placement ✓ Coordination and control of floor branch ✓ Control cash desks. ✓ Payment recoveries ✓ Opened several accounts, credit placement, management and control of mortgage loans, public relations and promotion. Education • Universidad del Valle de Mexico – Plantel Tlalpan – Business Management • Instituto Bonampack – México D.F. –Technician Touristic Business Management • Management seminar, Personnel management, Custom Service and Sales – Universidad del Valle de México – Plantel San Angel • Logistics Management – Tec. de Monterrey • Custom Broker Law Actualization – Grupo Homs Skills & abilities • • • • • • • Computer Skills Ability to Work Under Pressure Leadership Customer Service Communication Skills Project Management Creative Problem Solving