Rocio Diaz Email and Phone Number

Supporting the main Fulfillment Centers in México and the twelve Delivery Stations (AMAZON Logistics). Supporting and carried out all the purchase operations for the first verification unit (importations) in MEXICO called IMXF, having very good performance in its first month, reaching one million units verified. IMXF has become the most cost effective imports $0.28 USD compared to Colombia $0.59 USD and Welldex $0.36 USD. On charge of the purchases in AMZL (Delivery Stations) I played an excellent role saving approx $2.1M MXN and cost avoidances for $1M MXN. Carrying out some projects to implement savings and reduce operation´s time: (FUNKO project, PALLET purchasing saving, TELCEL and other telecom services). Collaborating as a Purchase stakeholder of the following projects: Intelligent lockers, Punch Anywhere, Golf ball, Rabbits (mobiles), Access points and Fiber optics links.Collaborating as an Consultant to clarify and settle some accounts payable to one of our main providers in importations department (Welldex Logistics).

Implementing procedures and actions to enhance the services and customer satisfaction in the industrialization process.Report the performance of standardized activities to the Region area, analysing and showing the outcome to the different Cluster Heads. Making governance reports weekly to present the highlights, risk and plans to directive people.As a Service Project Manager I analyse the resources performance, activities (productive time, idle time, overtime and administrative time), successful & unsuccessful activity reasons, costs and finance information from the entire team. Analyse and develop ways of workings, tools and procedure to speed up the activities delivery. Perform diffusion of the excellent scripting area performance to get more projects. Implementing procedures and actions to enhance the scripting activities in RLAM. As a Team Leader, I supported my manager to administrate the resources and projects, assisting and following up the staffing requests from countries of Cluster 1, Cluster 2, Cluster 3 and Cluster 4 in LATAM.

Leading a group of Engineers to adapt the RNAM’s scripting process to the RLAM region. I developed some tools to produce the scripts in less time, gaining the customer’s confidence, decreasing the response time and getting more RLAM customers. The scripts that were delivered during the first stage, got the customer satisfaction that exceeded the expected, for that reason I gained the confidence of the LATAM Operations Director to continue providing scripts to customers like TELCEL, CLARO, DIGITEL, DIGICEL, AMX, AT&T, MOVISTAR, CABLE & WIRELESS, VIVA, VIVO Oi, TIM, TELECOM PERSONAL and more.I was the Engineer on charge of the first Radio Dot System (RDS) implementation project in México City

Switching (ERS5500, ERS4500, ERS2500, ES470, ES460, ES450) Technical Support for customers in USA and CanadaResponsible of improving customer support experience for Norht American customers. Focussing efforts in improving KPIs and implementing changes in operation based on customer satisfaction surveys.Team Leader for the North America Customer Support Group. I started a survey program to strengthen the confidence and communication with North American customers. This program gave Customer support team a better relationship with North American accounts increasing the customer satisfaction.

Technical Support to Network Management Portafolio: (ENSM, NetID (IP ADM), ESM, CCM, EPM and UCM) for Nortel's Customers in the United States and Canada.

Technical Support for customer like UNEFON, IUSACELL TELGUA, TELEFONICA (Mexico, Guatemala, El Salvador), VERIZON (Dominican Republic), SPEEDNET (Belize).CDMA Technology Support (Access, Networks and OA&M)BSC (Base Station Controller), 1xEVDO (CDMA 2000 1xEVDO)BSM (Base Station Manager),1xRTT, BTS (Base Transceiver Station)DMS-MTX, ESC (Enhanced Base Station Controller, CACP RF Parameter Optimization, CBRS (CDMA Backhaul and Routing Subsystem), MDM (Multiservice Data Manager), C-EMS (CDMA Element Management System). Report the activities during the customer support, through CSR (Customer Service Report) Solution & Technical Documentation using CLARIFY CRM Client for Oracle database.Responsible for carried out the CPL (Customer Priority List) with VERIZON and SPEEDNET customers.Participation in WIMAX boot camps in Canada, andWIMAX (802.16 E Mobile / D Fixed) trials for TELEFONICA and MVS.

Working in the Wireless Engineering Department doing :Development of C Module (Installations and Network Integration Plan) for Mobile and Fixed Exchange (MTX) to customers like TELCEL and TELMEX.MSC 2000 and MSC 5000 Design and Engineering for TELCEL and TELMEX.New Products Implementation.Calculate Mechanics and Electronic Equipment for Exchanges (MTX).

DEPARTMENT: SAE (Sistema de Ayuda a la Explotacion)MAIN ACTIVITIES: Corrective and Preventive Maintenance to Radio System (ALCATEL) in Trolleybus and Mexico City Light Trains.Corrective and Preventive Maintenance to PCC (Control Center)