Brenda Fabiola Montes Bernal

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Customer Service Account Manager

XB Fulfillment

Jan 2023 - Current (2 years 5 months)

• Serve as the primary point of contact for all customer account management matters, ensuring to actively listen to customer needs.
• Build and maintain strong, long-lasting client relationships.
• Develop trusted advisor relationships with customers.
• Validate contracts and negotiate add-ons to maximize profitability.
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Prepare detailed reports on account status and track key metrics such as sales results and forecasts.
• Collaborate with the sales team to identify and capitalize on growth opport

Customer Experience Manager (MX Division)

ShipMonk

Feb 2022 - Dec 2023 (1 year 11 months)

• Led and motivated the Mexican-based team to standardize and provide superior customer service, develop loyalty programs, and set customer-oriented goals.
• Managed Asana Project Management and Sales Force Customer case administration.
• Developed weekly and monthly reports to ensure team goals and corporate KPIs were met.
• Implemented the QA Hep Doc system for the Mexican Customer Care Team.
• Organized and conducted weekly cross-functional meetings.
• Conducted Quarterly Business Reviews.
• Initiated business improvement initiatives related to commercial distribution and freight organization.
• Collaborated with cross-country teams and the central organization to understand market requirements and achi

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Business Unit Manager

NEO Technology Solutions OnCore Manufacturing LLC

Jan 2018 - Dec 2021 (4 years)

• Managed New Product Introduction, troubleshooting, execution, and follow-through.
• Oversaw program management and customer service activities.
• Responsible for the profitability of Business Unit teams.
• Led and supported supply chain functions, including warehouse, purchasing, planning, shipping, and MRO controls.
• Analyzed, developed, and implemented internal procedures for supervised teams.
• Executed company quality standards of excellence in daily work to foster a total quality environment and demonstrated a personal commitment to success.
• Responsible for improving relationships with internal and external customers.
• Implemented Lean principles and followed up on their effectiveness.
• D

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Program Management Lead

NEO Technology Solutions OnCore Manufacturing LLC

Jan 2013 - Jan 2017 (4 years 1 month)

• Analyzed customer quotes and potential project opportunities.
• Managed customer contact for all existing projects.
• Led and coordinated activities of the Customer Focus Team.
• Supervised warehouse, purchasing, and planning activities.
• Handled intercompany sales.
• Analyzed sales and backlog projections.
• Implemented Lean Methodology and focused on continuous improvement across operations.

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Program Manager

Asteelflash

Jan 2010 - Dec 2013 (4 years)

• Acted as the focal point between customers and plant management.
• Served as the main contact for customer issues and complaints.
• Managed customer relationships and provided team leadership to meet customer goals and requests.
• Conducted weekly customer reviews and maintained daily communications.
• Coordinated shipping, including daily shipments, monitored customers' on-time delivery, tracked packages, and communicated with carriers, handling customs documents.
• Traveled for customer business reviews and contract analysis.
• Analyzed customer document releases, including new bills of materials, assembly revisions, engineering changes, quality issues, and internal department follow-ups.
• Coordinate

Brenda Fabiola Montes Bernal

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