Andrea Leon Email & Phone Number

Zapopan, Jal., Mx

Zapopan, Jal., Mx

Jalisco, México

• Drives multiple complex operational processes, such as configuration & quote, deal coordination, bid management.• CSSM coverage for US and Canada Personal Systems; dMPS and SPTS. • Point of contact for Dynamics, Order Management, Sales Contract and HP2B questions. Accomplishments• Pioneer of the first CSSM hybrid role which consists on give support to Hybrid ISRs including the following activities: Sales Contract ID creation and modification, Order Management guidance, Regional and Global SKUs creation.• Rio Rancho workshop 2023 – CSSM Journey presentation.• Process documentation: Accesses for new joiners, MS4 guide and Microsoft Dynamics guide.• Dynamics view’s creation and constant maintenance for each member of the team.• Queue Manager: Outlook Rules creation and maintenance for a better workload balance and assignation within the team.• PriceHub staging environment testing.• Active participation on training program for new joiners.• Sessions for dMPS Opportunity Consultant team to guide them on how to use Dynamics and view creation. • Part of the interview process within the team.

Guadalajara, Mexico Metropolitan Area

• Ensures the accuracy and timeline for order management reporting and analysis to the business.• Consults with business leaders to guide and influence strategic decision-making within a limited scope.• Proactively identifies opportunities for process improvement and people engagement.• Actively reviews and analyzes the metric control within Direct North America Customer Operations Enterprise team to ensure a proper workload balance.• Documentation Control team – Analysis and assignation of new manual Purchase orders to CSRs for order creation process based on a compliant process. • Order Entry team - Performs order creation including DaaS, Bentonville, Vacs, DEMO business for Personal Systems and regular Enterprise/Commercial Pos. • DEMO VDO order management support team for DEMO program (Direct, Indirect, Enterprise, Public Sector and Small and Medium business).• Order cancellations process through 3W for Direct, Indirect, Enterprise, Public Sector and Small and Medium business support.• OMA order management support for internal employees.• DaaS and Tier2 team for customer relation which support backlog report, meeting with internal and external customers, reporting and customer facing.• Regional Tier3 team that typically supports a moderately complex business with internal and external customers for customer relation which support backlog report, reporting and customer facing.Accomplishments• Onboarding training development program for new joiners.• Order Entry Quality & Compliance – PO Acceptance guidelines for all segments.• Open Backlog maintenance standardized process.• Order Entry metrics developed to improve the accuracy of the process.• Ocean 3W adoption for Enterprise and support for different segments.• Mapped process: Ocean electronic cases assignation through 3W.• Project for new cancelation process for the Enterprise team through 3W.• Doc Control documentation and automatization of the process.• Project to reduce unclean POs.

Mexico

Customer engagement management advisor IIAccomplishments:• Part of the ERP solution implementation at HP Inc.• Monthly Americas Operations Spotlight – recognized by Mark Bakker for Excellence and Improvement.• Leading the Way award winner: Recognize for: Make it happen / B2B EDI North America Siemens order fallout.• Certification of appreciation by Maly Monteon for cleaning up all the backlog and doing improvements on the process impact: possibility on increasing business $30M per year.• Yellow Belt Certification.

Guadalajara, Mexico Metropolitan Area

Customer service representative on the Small and Medium Business department and Subsidy program / Demand planner and replenish inventory for SMB

Guadalajara, Mexico Metropolitan Area

Customer service representative on the Small and Medium Business department and Subsidy program

Guadalajara, Mexico Metropolitan Area

Agent customer service representative, billing department

Guadalajara, Mexico Metropolitan Area

Agent customer service representative and floor support representative at the billing department.