Edgar Rayas Alejandro Email & Phone Number

Highly skilled and detail-oriented Customer experience role with 15 years of experience (Cemex) designing, developing, and deploying enterprise-level service practices. - Implementation of projects, both tools-related (such as in Ginco where I had to travel and interact with several countries, perform change management) and initiatives, like establishing the concrete service center, where I had to propose the work, agree on new ways of working, and provide visibility and follow-up.- I am familiar with all Cemex businesses, not just concrete, where I have been developing for a longer time, but I also had the opportunity to handle cement order taking since 2021, aggregates, additives, and other products we handle at Cemex.- Working with a supplier, an important challenge, has its pros and cons, but that ability to manage either directly or through outsourcing, what to ask for, how to negotiate, how to follow up, and ensure that things happen, we have been doing it for almost 10 years.- Resilient, accustomed to constant change, changing rules, and seeking solutions, negotiating, and seeking the common good.- Good balance between results focus and human aspect, disciplined and consistent in work, demanding but always maintaining professionalism and encouraging the team to achieve results, ultimately the team is the one that delivers the results.- Structured and analytical, effective time and agenda management, strong focus on productivity, constant search for efficiencies.

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  Team Lead

  Cemex

  Jan 2017 - Present - Monterrey, Nuevo León, Mexico

  * Manage 150+ members’ service agents team* Order taking services all Cemex's products (Concrete,Cement,Multiproducts, additives and aggregates)* Provide excellent customer service to clients base on NPS and CSAT evaluations.* Negotiate contracts and service transactions with Teleperformance (Call center provider)* Develop marketing campaigns for Digital services* Reduce the costs of services each year without customer affectations* Personalized management of potential clients.* Successful relocation 2 customer centers (15% under budget and without negative impact on the service.* optimizing user experience in order taking, planning and dispatch.* Ability to analyze data, identify trends, and make data-driven decisions.

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  Itnl - Instituto Tecnológico De Nuevo León

  Systems Engineering