Mayra Fernandez Email & Phone Number

Mexico

Partner Operations ManagerResponsible for managing partner escalations to resolve operational issues, providing expertise and solutions for process execution, training on new tools, and identifying automation opportunities to implement solutions that drive simplification and efficiency.• Led the Partner Software Operational Readiness Assessment project for one of the largest partners in Mexico, increasing their recurring revenue knowledge from 43% to 72% through operational team certifications, training, and specialist sessions.• Reduced subscription contract cancellations by 70% by unifying partner processes into a single methodology. This allowed timely renewal decisions, preventing penalties for the partner.• Increased the productivity of partner purchasing and contract teams by 30%, certifying them as Black Belts.• Supported the sales team with technical training on Enterprise Agreement and various products for customer licensing renewals.• Reduced merchandise loss and late deliveries by 30% by facilitating sessions with the logistics team to understand partner needs, leading to the implementation of improvements that enhanced logistical efficiency.• Improved customer satisfaction from 78% to 92% through achieving operational goals and quarterly performance metrics (KPIs).

Mexico City, Mexico

Responsible for identifying processes that could be improved to increase efficiency and strengthen service contract management.• Improved response times for operational tasks related to service contracts and quotes with Mexican partners by 35% through process reengineering.• Automated 90% of service processes, improving customer experience while minimizing risks and resolution times for contract issues.• Reduced the number of open cases from partners for service contract modifications by 50% within one year through effective supervision and regular consulting calls.

Mexico

Responsible for providing operational support to the sales team, ensuring timely booking assignments and efficient commission collection through the accurate integration of information across various tools.• Achieved 70% automatic booking assignment for named accounts to Account Managers, ensuring timely entry of sales team information for commission payments.• Led and coordinated automation processes for the consolidation of commercial information, enabling the leadership team to make strategic decisions.• Contributed to the implementation of an automatic account assignment system for unnamed accounts, collaborating with the IT department to create assignment rules.• Automated 90% of commercial territory assignments, aligned with regional strategy.

Mexico

• Created and maintained sales reports, manually assigned sales orders, and built and maintained client databases.• Managed distribution of sales team accounts and updated account manager information.• Collaborated with finance, operations, and human resources and served as POC for the sales force, resolving issues