Andrés Quicaba

Andrés Quicaba

About

Detail

Customer Success Sr. Agent / People Ops. / Science and research
Mexico City, Mexico

Timeline

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Résumé

Jobs verified_user 0% verified
  • Avantor
    SR. CUSTOMER SUCCESS AGENT public Remote experience
    Avantor
    May 2024 - Jan 2026 (1 year 9 months)
    - Managed the end-to-end success and retention cycle for a portfolio of high-value US enterprise accounts. - Coordinated across supply chain, billing, sales, and operations to process orders, follow up on invoicing and credit status, and resolve critical escalations, reducing average resolution time by 25% while maintaining SLA compliance. - Used SAP C4C and SAP Cloud to track order documentation, audit customer interaction history, and identify account-health risk indicators, supporting proactive churn mitigation for at-risk accounts. - Translated complex supply chain data into clear, actionable guidance for US clients, preventing churn during critical logistics bottlenecks.
  • Avantor
    Marketing and comms chair for North America (Internal Position)
    Avantor
    May 2024 - Dec 2025 (1 year 8 months)
    Global DEIB Committee Member at Avantor, driving structural initiatives to improve employee retention and well-being. Pioneered the application of Applied Archaeology and Anthropology to conduct systemic organizational analysis and ethnographic research, mapping informal networks and assessing positive and negative employee sentiment. Strategically enhanced the employee experience for a workforce of 900+, directly strengthening employer branding and internal communications. I led a People Analytics investigation into psychosocial risk factors in high-volume operations. I designed the methodology for correlating sleep quality with performance metrics, presenting findings to the HBPR that resulted in the implementation of micro-structural ch
  • TTEC
    Bilingual Customer Service Representative
    TTEC
    May 2021 - Aug 2023 (2 years 4 months)
    As a Bilingual Customer Service Representative at Teletech Mexico, I began my journey by providing exceptional customer service, which led to my promotion as a subject-matter expert focused on customer satisfaction, productivity, and overall campaign performance. In this role, I assisted regular agents in enhancing their service quality, while also providing valuable insights on business development by advising owners on best practices and business models to maximize profit. My extensive knowledge of the hotel industry allowed me to significantly improve service delivery and operational efficiency. Throughout my tenure, I effectively managed CRM (Customer Relationship Management) software, which facilitated better tracking of customer inter
  • Z
    Jr. Designer
    Zona Creativa
    Apr 2017 - Nov 2018 (1 year 8 months)
    Jr designer in startup graphic design company, intermediate knowledge of Adobe Illustrator and Photoshop, experience in sales and marketing.
Education verified_user 0% verified
  • Escuela Nacional de Antropología e Historia
    Licenciatura en
    Escuela Nacional de Antropología e Historia
    Aug 2021 - Jul 2024 (3 years)
    Degree In Archaeology, Human Evolution, Human Behavior, Early American Settlement, Social and Organizational Studies.
  • Instituto Politécnico Nacional
    Bachillerato Técnico o Certificación profesional técnica en
    Instituto Politécnico Nacional
    Jan 2015 - Dec 2018 (4 years)
Projects (professional or personal) verified_user 0% verified
  • P
    Picture Valley
    Oct 2025 - Current (11 months)
    Personal Photography Media Account
  • T
    Thesis Work Project
    Feb 2025 - Current (1 year 7 months)
    During my thesis work project, I conducted extensive research, analyzed data, and synthesized findings to contribute to the academic community. I collaborated with faculty and peers to refine my thesis topic and ensure its relevance and rigor. Additionally, I utilized ClickUp for personal time schedule management, which helped me effectively organize my tasks and deadlines, ensuring that I remained on track throughout the project. This experience not only honed my research and analytical skills but also enhanced my ability to manage time efficiently in a demanding academic environment.
  • P
    Photography
    May 2019 - Current (7 years 4 months)