Senior Business Administrative Analyst
CurrentPremier Customer Care Specialist Senior:Job description: Business Analyst for Premier Customers Care Program.Leader of the top Latin America customer of FedEx. Leading the development and execution of quantitative and qualitative analysis of industry to transform database on powerful tools to make decisions.Responsible for identifying the business needs, customer needs and helping to determine problems solutions and improving customer experience.In charge of preparing monthly reports to monitor the accounts, leading a team of 9 people who report to me and I coordinate the work transversely with all stakeholders to understand the vision of the company, measuring efficiency, quality, customer satisfaction among others.Activities: KPIs measurement assure Customer Service Levels (NSL, SQI, MBG), Root Cause Analysis, Accurate Action Planning, Performance (QBR sessions), Failures Rate, Damages, Splits, Claims, Transit Time, Type of Failures (delays), Packaging Opportunity, Corrective Action Plan (six sigma), Close follow up to critical shipments, Making Decision, Conference Call, Customer Visits among other activities.Being a fundamental part of some of the continuous improvement projects from or to Mexico to the world.● Quality Driven Management “Improve Pre-Clearance”: Pre-release the merchandise by 92% in order to follow a punctual journey and avoid any kind of delay (Kaizen Methodology).● Damaged Package Tool: Introduction of this new platform, which will help to reduce damage and improve daily practices.● Customer at risk: Find the root causes, implement actions plan and measure until the problem is solved and the account or project is out of risk.● CAGE Reduction: Working with the stakeholder that are involved in the daily operation to avoid delays caused by wrong international paperwork.
