Alba Gutiérrez Hermosillo Email & Phone Number

Guadalajara, Jal., Mx

Enhance operational efficiency and provided comprehensive assistance to 8 HOA managers, as well as hundreds of property owners and residents on a daily basis. Leading the initiative to streamline support team processes division-wide. Proficient in CRM (Vantaca), offering training support to the team as required.

Enhance operational efficiency and provided comprehensive assistance to 8 HOA managers, as well as hundreds of property owners and residents on a daily basis. Leading the initiative to streamline support team processes division-wide. Proficient in CRM (Vantaca), offering training support to the team as required.

Lead and Coach for a team of 20+ Customer Service Representatives for Avnet’s Tier 1 accounts. Provide support to customers and internal stakeholders. Recruit and train new team members. Monitor KPI’s. Analyze the team’s workload and strategize to identify potential process improvements. First point of escalation with customers.

Guadalajara Area, Mexico

Managed 15 manufactured housing communities across the U.S., totalling $20 million in value. Oversaw accounts receivable for 1,400 tenants with meticulous record-keeping. Efficiently handled administrative tasks for licenses and permits. Served as the sole point of contact for customer service to 1,400 tenants. Played a key role in creating and executing a comprehensive Covid-19 response plan for residents.

Guadalajara Area, Mexico

Strategized and led Organizational Change Management (OCM) for IT Digital Transformation via ServiceNow ITSM & ITOM. Successfully migrated 129,000+ end users and partners to the new platform, redefining 107 processes within 7 months. Consolidated tools, reducing registration time and expediting service requisitions. Coordinated global organizational changes to enhance employee experience. Managed communications across HP, partners, and ServiceNow.

Guadalajara Area, Mexico

Led Americas-level migration to Microsoft Dynamics, leveraging B2B specialist expertise to optimize operations. Served as Subject Matter Expert (SME) for multiple tools, providing training and mentoring to new team members. Managed global customer relationships, addressing needs, coordinating requests, and resolving issues. Enhanced profit margins by streamlining electronic purchase order processes.

Guadalajara Area, Mexico

Process and follow up on customer purchase orders as a customer service specialists for corporations throughout Canada. -Monitored and followed up end to end process from purchase order generation to product delivery, to make sure the order’s flow in a timely manner.-Identifyed order process issues and successfully resolved by engaging the areas involved to assure customer satisfaction was not compromised.

Guadalajara Area, Mexico

Developed marketing campaigns for statewide cultural events. Supervised a diverse team, including reporters, photographers, a graphic designer, interns, and an assistant. Collaborated with the team to produce editorial content, press releases, and guides. Managed the creation and distribution of the Cultural Guide for the 2011 Pan American Games in Guadalajara, distributing over 100,000 copies to locals and visitors.

Guadalajara Area, Mexico

Developed and implemented marketing proposals to drive customer sales. Created custom formats and tools for marketing research in each campaign. Generated metrics and reports from survey data to pinpoint sales opportunities, enhancing strategies and boosting sales.

Guadalajara Area, Mexico

ITESM UNIVERSITY (Education) 2008-2010FRANCHISE OPERATOR HAÜS S. DE R.L. DE C.V. 2008GUSANITO.COM (Website, licencing and marketing) 2007PANAMERICAN UNIVERSITY CAMPUS GDL (Education) 2006-2007DULCE INDUSTRIA DE MEXICO S.A. DE C.V. (Candy Factory) 2005E.R. COMMUNICATIONS MOTOROLA (Radio-communications distributor) 2005COMUNIKAR CONSULTING S.C. (Marketing agency) 2002-2003NATIONAL MIGRATION INSTITUTE (Federal Government) 2000-2002General activities, but not limited to:Assisted CEO, CFO, Managers and Directors with administrative functions, travel arrangements and other personal requirements. Coordinated meetings, internal and external communications and conference calls. Plan corporate events. Managed company bank account, payroll, marketing campaigns and franchise documentation. Responsible for customer, stakeholder and supplier communications. Supervised the team in charge of product inventory and factory production. Managed the product export process to the U.S.

Bachelor Of Science In Communication Techniques, Corporate Communication, Journalism, Advertising, Pr., Gpa 4.0 (9.5 Out Of 10)

Activities and Societies: Professional service as writer, editor, reporter, PR and junior graphic designer at the University's TV show.

Marketing, Advertising And Public Relations, Truncated