Brenda Fabiola Montes Bernal

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Customer Service Account Manager

XB Fulfillment

Jan 2023 - Current (2 years 6 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 opportunities within assigned accounts. •

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 achieve the highest possible customer s

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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. • Developed and maintained KPIs for the sup

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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. • Coordinated New Product Introductions, led pr

Brenda Fabiola Montes Bernal

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Brenda's behavioral traits
Brenda's likely patterns of behavior, thought, values, and emotion. Based on the HEXACO model, OCP instrument, and Torre’s own research.