Carolina Zumbado Chanto Email & Phone Number

San José, Cr

Costa Rica

Heredia, Costa Rica

Processing payments and providing supporting documentation and reports.Administering sales incentive plan aligned to 3M Marketing and Sales Professional business strategies. Developing approaches to identify compensation challenges within the sales and account management teams and develop solutions. Entering and updating participants data according to HR alignments.

Solve cases using Sales Force (CRM).Handle reception, processing, and monitoring of purchase orders from distributors.Provide personal and telephone assistance to queries about products and servicesoffered by the company to platinum and regular customers.Act as the primary contact for internal and external customers.Review customer complaints and address them accordingly.Create and send reports on service cycle variables.Collaborate closely with sales, logistics, and supply departments to resolve doubts orproblems in the customer orders cycle.Work with sales on billing and order review to achieve monthly and quarterly salesgoals.Participate in projects aimed at improving current services and processes.

Heredia, Costa Rica

Assist customer service team on issues or doubts with the IN-Contact tool.Check and submit monthly metrics.Give trainings due to new tool update.Submit tickets and work with IT Department due to complex issues with the tool.Projects: Transition End Customer Calls to PACE Analysis of data to validate the number of calls received from end customers.Set meetings with leads and cross teams to validate if we can transfer calls to PACE.Reunited with IT and CRM to request the creation of the phone lines for C&C.Provide training to PACE on how to handle the calls.Reduce end customer calls from 300 calls per month to 100 per month.

Heredia, Costa Rica

Solving cases using Sales Force (CRM).Give reception, processing and monitoring of purchase orders from distributors.Give personal and telephone attention to queries about products and services offered by the company.Primary contact for internal and external customers.Review customer complaints.Create and send reports on variables of service cycle.Work closely with the sales, logistics and supply departments to resolve doubts or problems in the cycle of customer orders.Work together with sales on billing and order review to reach sales goals for each month and quarterBe part of projects to improve current services and processes.Projects: Improve Cases Handling ProcessAnalyze data to confirm that the metrics were affected due to the current cases handling process.Reunite with the other LATAM teams and Customer Service teams to validate the current process.Create a new case handling process and a new escalating path process.Provide training to the teams involve in the new process.Accomplish metrics and KPI´s requested by LATAM leads.New BO Pivots for C&CBackorders reports took around an 30min-1hr to be completed by the customer service team for each customer.Reunited with quality team to present the project to create new pivots with all the necessary data and more accessible.Set several meetings with the quality team to test the different pivots they were working and provide access to the data.New pivots creation for all the countries from C&C.Improve the productivity of the team since the reports took only 15min to be completed with the new pivots.

Costa Rica

Regional Office Journey Agent 2017-Present Solving cases using Sales Force (CRM)Assisting Cisco managers with Sales and Purchase Orders.Supporting daily project orientation and problem solving, involving cross-functional partnerships. Receiving and processing quote orders to proceed with the purchase and give follow-up until the order is delivered to end customer.Primary contact for Cisco employees, partners and its clients.Providing technical assistance for TAC, Software, contract policies and procedures. Backup SME and Trainer

Bachelor'S Degree, Supply Chain And Logistics Engineering

English Translator And Teaching