Cristina Becerril Esquivel Email & Phone Number

Monterrey, Nuevo León, Mexico

•Handling complaints (and compliments) also Monitoring and reporting of service level achievements•Configure Genesys PureCloud IVR tool in terms of designing attention flows, channels, and languages for the attention of different users. In addition to the quality assessments for each service area.•Manage monthly reunion for incident and problem processes.•Follow invoices with providers.•Implementation of IT Projects according to business initiatives (Multifactor, Cloud Data… Show more •Handling complaints (and compliments) also Monitoring and reporting of service level achievements•Configure Genesys PureCloud IVR tool in terms of designing attention flows, channels, and languages for the attention of different users. In addition to the quality assessments for each service area.•Manage monthly reunion for incident and problem processes.•Follow invoices with providers.•Implementation of IT Projects according to business initiatives (Multifactor, Cloud Data, Asset Replacement, etc.), designing international deployment campaigns, training, and manuals.•Supervise 7x24 Service Desk area, Bilingual, for 20,000 Gruma employees and the Call Center (Sales) for the 3,800 Distributors at Mission Foods, including CSM ServiceNow Portal and Mobile configuration, deployment, and upgrades. Show less