Karla Morales Email and Phone Number

• Acted as a first point of contact for assigned top-tier corporate customer accounts on daily operational matters.• Resolved operational issues from the end-to-end sales process (order status, returns and deliveries, invoicing, and financial post-sales programs).• Collaborated with other functions and organizations to resolve issues (sales teams, supply chain, logistics) as they related to customer support.• Acted as a point of contact for a specialized topic (order management, special pricing) and trained team members on internal process updates/upgrades.• Contributed to optimize current processes, often collaborated with other groups within the company to improve day-to-day activities.• Acted as a subject matter expert on internal processes to other functions, organizations and new hires. • Handled regular, top corporate customers with high complexity issues.• Communicated with both internal and external customers at the individual contributor level.• Participated actively in the deployment of S4 Hana. • Coached and mentored new hires on corporate accounts.• Provided ideas for new projects, improvements and support as requested. • Properly served as a backup for potential corporate accounts. • Avoided any escalations with internal or external partners and provided an accurate solution on time. • Maintained operational excellence by keeping order entry in less than 1 day, met SLA, metrics on target and kept aged backlog report <2%.

• Coordinated Initial Hire, continuation and on the job training.• Assigned induction courses to New Hires and Instructor's Surveys.• Maintained and promoted learning management systems during training and on the operations floor.• Provided the Functional Areas with the most sophisticated training materials to guarantee their professional growth within the company.• Responsible for scheduling new hire and up trainings, tracking reporting such as, new hire and product training attrition, processing training requests and supply procurement.• Maintained all training calendars, booked training rooms, attendance rosters, and departmental records for the Local Guadalajara Site, as well as for the Kalispell and Morgantown Business Process Outsourcing USA Centers remotely.

• Responsible for resolving customer enquiries, such a technical and billing questions. • Built customer satisfaction and loyalty while keeping them informed of new products and services.