Irma Díaz Email and Phone Number

Oversaw all operations, including focusing on relationship management andmaximizing customer satisfaction in a portfolio of 12 real estate corporate accounts.Manage financial requirement ranging from AR/AP to payroll; supervise staff members across maintenance, administration, and accounting. Manage vendor relationship, securing advantageous pricing and minimizing costs. Compile, analyze and report on metrics, including monthly financial statement.Assisted the Executive Team in the creation of commercial strategies and setting of revenue goals.Created Strategic Action Plans for Customers based on the monthly State of Business Reports (SOBR). Upsold new services respectively.Monitored and enforced compliance with hired services, supervised the performance of hired suppliers.Coordinated and supervised workforce tasks around three Mexican States.Streamlined Operations and Compliance with operating budget.Promoted customer savings. Identified pain points and developed improvements in the operations team.Aided the Business Development Team in the response of New Customers’ Requests For Proposals (RFP).

Responsible for monitoring and managing the regulatory compliance of the managed service contracts between DELL and Mexico’s biggest consumer bank (Citi Banamex). Responsible for risk assessment, analyzing statutory changes, determining preventive and corrective measures.Responsible for facilitating procedural training for managers and employees.Responsible for facilitating procedural training for managers and employees.

Customer Service ManagerFocused on Key Payment and Cash Management accounts of the Bank, ensured that all queries were answered within Service Level Agreements (SLA) and the predefined service standards. Provided customized service to key accounts, handled outstanding customer requests.Procured appropriate solutions for customers according to internal processes. Corporate Sustainability Project LeaderDevelopment of the annual corporate sustainability report. Coordination and follow-up of critical projects in social responsibility. Administrative follow-up of donations. Administrative, Corporate Real Estate Responsible for carrying out follow-up and HSBC Corporate Real Estate reporting.Responsible for Updating and following up on Key Performance Indicators (KPI). In charge of weekly and monthly status reports of all the areas responsible for the bank real estate (Accounting, Suppliers, Operations, etc.).

Company expenses and Forecast tracking.Internal audit.Management of SAP in the sales department.Organization of events -Expos, Miscellaneous Company Events.

In charge of Internal Audits to procure best practices of brand standards (ACCOR training) - tool FOCUS. Responsible for performing follow-up on customer feedback based benefits.Responsible for analyzing operational data (turnover, occupancy, average price per room, activity forecast, half-covered price, ratios, etc.).

Collaborator in the Contract Monitoring Unit Management of Supplier billingPreparation of inventory and monitoring of the status of invoices and documents attached to the payment process of suppliersApplication of supplier contract policy and standards for bill validationSupport in the validation of supplier collection feesCollaborator in the Administrative-Financial area Preparation for job descriptions and procedures for all the departments of the institutionEnsure proper budget executionPreparation of expenditure and income controlsCollaborator in the IT area Management of SuppliersProcessing and analyzing medical prescription information, as well as daily surveys.Support in the implementation of the SAP system (Project Management System).Support in the implementation of the SIMEDI System (Integrated Medical System) government system.Support to the Administrative-Financial Units for the budget information process.Customer Service (Social Work Area)Provide information on medical-hospital services to members.Management of administrative procedures for affiliates.