Maureen Campos Rios

MAUREEN CAMPOS RIOS CUSTOMER SERVICE BUSINESS DEVELOPMENT EXPERIENCE About Me Flexible, adaptable, autodidact, self-driven, pragmatic, structured, hands-on, good listener, creative problem solver, minimalistic, adventurous --28440 Guadarrama, Madrid SPAIN LANGUAGES Spain (native) English (bilingual) French (advanced) Italian (basic) EXPERTISE Customer relations Import/Export logistics Negotiation Critical Thinking Leadership International trade Call Center Tourism Sr. Business Development Manager Asia Establishment Labs - Motiva Implants Spain Spain (remote) March 2022 - October 2023 Support the new strategy in the reconstruction cohort and new market launches such as China. Business development, training, events, and support to logistics for countries under my charge (South Korea, China, Taiwan, New Zealand, Australia, Mongolia, and Japan) Collaboration with Business Excellence in process improvement projects Owner of the extended warranties program. Onboarding for new employees and refresher trainings: product training and science (LITMOS) Product/Project Manager Establishment Labs - Motiva Implants Spain Spain (remote) March 2021 - February 2022 In charge of commercial projects and liaising with all company’s areas to ensure smooth communications, implementation of corrective actions, know-how and technical knowledge from sales, marketing, customer service, and quality. Customer Care Manager Establishment Labs - EDC Motiva Belgium March 2019 - February 2021 Departments based in Belgium, Italy, Spain, Sweden, Germany, France, and UK. Belgium being the subsidiary that handles the company’s highest revenue through indirect (distributor) markets, mainly in Asia. Total of 14 agents and 3 supervisors under my management. Consolidation of the Customer Care Department towards encompassing the tasks of order processing and sales support with reformation of Customer Care/post market service duties in search of providing first class Customer Service to all stakeholders of the company: distributors, subsidiaries, surgeons, patients, and colleagues. MAUREEN CAMPOS R. EXPERIENCE EDUCATION Universidad Latina de Costa Rica Bachelor in Advertising September 1999 - December 2002 ENAE Business School, Murcia Master in International Trade September 2023 - June 2024 SKILLS SUMMARY Advanced Excel Mentoring and coaching Supply Chain & logistics Customer retention Team management Team work Supervision and management of projects and implementation of software and tools to increase the department’s efficiency and control: Implementation of S4HANA (ERP) and chatbot Restructuring of Zendesk (ticketing) by providing tier 1 support and setting up KPIs and automated controls, as well as training the agents to ensure compliance with GDPR and external communication. Implementation of Zendesk in the Customer Care Department to have better visibility, tracking, and monitoring of the services provided and to streamline the department’s duties, in alignment with company goals and future projects. Owner and admin of Zendesk globally Supervision of communications with the company through social media (Facebook and Instagram) Creation, design, improvement and implementation of procedures, work instructions and manuals for direct and indirect markets, including order-to-cash, complaint handling, new customers onboarding and retention, loyalty program, warranty programs, validation of a quality system for complaints, cyclic audits, etc. Definition, control and follow up of the operation through specific KPIs. Support to audits from regulatory body (ISO 13485:2016) Business Development Manager Establishment Labs - EDC Motiva Belgium (remote) October 2016 - February 2019 Eastern Europe, Middle East, Asia, and Africa. Mentoring and continuous training of all Customer Care Departments and support to sales forces of indirect markets through presentations, traveling for on-site trainings and local events, liaison with their designated salesperson(s) and other departments. Representing a total traveling of approximately 45% of my time annually. Participation in international plastic surgery congresses and other events in representation of Customer Care and Commercial but also as support of Marketing and Events in terms of coordination and logistics. Customer Service and Supply Chain Supervisor Establishment Labs - EDC Motiva Belgium September 2015 - September 2016 Start-up of business in Belgium (EDC Motiva) by recruiting the Customer Service and Supply Chain teams, implementing quality procedures, and analysis of operational processes targeting efficient use of company resources and enhancement of services for stakeholders in preparation to include the office in the Quality System. MAUREEN CAMPOS R. EXPERIENCE Sales Support Executive Establishment Labs Costa Rica October 2013 - August 2015 ACTIVITIES I love traveling and being in contact with different cultures and with nature. Passionate about learning from different areas and sharing my knowledge with others. Receipt and process of distributor orders in SAP Business One. Customer Service Support to events locally and internationally Creation of procedures Support to Marketing Convenience Pay Operations Associate Western Union Costa Rica May 2008 - February 2011 Identification and representation of bounced checks. For this, I created an end-to-end procedure involving all required departments to align responsibilities and support everyone’s process. Owner of the department’s business contingency plan Creation of a training and workshop for new Call Center employees as support to the Customer Service Department. Customer Service Manager Carga Urgente Costa Rica June 2007 - April 2008 Management of 3 agents in charge of coordinating import and export logistics of products to and from Costa Rica, Miami, Guatemala, and El Salvador. Amelioration of procedures, liaison with sales, support to customs, coordination of sea shipments, customer retention, KPIs. Retiree Team Associate Procter & Gamble - IBM Costa Rica December 2003 - May 2005 Oversaw pensions, retirement plans, stock options plans, healthcare, insurances, and benefits for P&G US employees. This was a call center for USA based employees. AU PAIR France March 2011 - November 2012 French language improvement and immersion in the European culture. Sales coordinator Costa Rica December 1996 - April 2000 Sales and customer relations in tourism in the San Jose area in a pre-Columbian art museum and jewelry store