Ivonne Deyanira Lopez Blanco

Customer Service Desk Manager

Zendesk

Aug 2023 - Current (2 years 11 months)

• Established the Customer Service Desk team, contributing to the development of its structure, process mapping, and the dissemination of best practices. • Managed key processes including FAQ analysis, case reviews, and customer feedback analysis. • Increased first-contact resolution rate by 25% and enhanced the overall customer experience, leading to a 20%reduction in escalations. • Collaborated with senior leadership teams to proactively drive service improvements and manage projects. • Directed the resolution of escalations escalated to CEO, VPs, and senior management, overseeing the triage and resolution process to ensure swift and satisfactory outcomes for high-priority cases. Collaborated with cross-functional teams to resolve co

GMS Service Delivery Manager

Honeywell

Aug 2022 - May 2023 (10 months)

• Analyzed and ensured the fulfillment of Global Mobility policies and guidelines achieving a 25%reduction on spend for more than 20MUSD • Implemented a system to obtain information and analytics reducing the time of decision making • Dealt with complex scenarios for relocation moves and support stakeholders in complex mobility questions • Assessed current mobility programs, practices, and policies alongside the business needs for over 800employees in 90 countries • Managed strategic business partnerships, program support and relationship with all 3 vendors reaching a 4.7CESScore

SPS Customer Exp Sr Supervisor

Honeywell

Jul 2020 - Aug 2022 (2 years 2 months)

• Directed two business units with 5 lines of business exceeding KPI targets of90% such as CCR, ACSAT, CSAT, FCR, OTFP, among others • Ranked within the top 10% leaders in the organization with highest VOE (Voice of the employee) score, with a 92%, leading a team of 56 direct and indirect reports • Supported supply chain on 9M reduction of backlog of orders with past due dates, decreasing a 70% within a month • Onboarded, managed, and applied automation tools (Ecommerce and Conexiom), mapping customized processes to reduce cost to serve by 20% and increasingproductivityby25% • Maintained an effective organizational structure that ensured the selection and development of qualified personnel, accomplishing less than 5% in staff turnover

SPS Voice Customer Exp Supervisor

Honeywell

Feb 2019 - Jul 2020 (1 year 6 months)

• Led implementation of Salesforce, increasing customer satisfaction by 60% • Applied delivery metrics to ensure all customer needs and expectations were met, performing activities 50%faster by improving processes fows • Conducted alignment across IT, Taxes team and CX to load SAP codes into ERP, to perform 1.5Mrebills • Performed conciliation and balance for purchases orders, returns, credits, and rebills for a top account, executing an audit process finding 2M on discrepancies • Implementation of Onboarding training obtaining a reduction of five months of learning curve • People management, maintaining a partnership with leading teams and stakeholders, aligning team, standards, and results • Responsible for commercial and operation

SPS PPR Tech Support Supervisor

Honeywell

Feb 2018 - Feb 2019 (1 year 1 month)

• Achieved and maintained above target 95% FCR, CSAT, KPIs and the highest within the Technical Support Organization, by consistently performing face to faceVOCswith Partnersand Customers • Developed and coached direct reports achieving 70% professional growth • Standardized best practices across Global Contact Centers, collaborating directly with peers in Asia and Europe to ensure business continuity and customer satisfaction • Implemented shadow training which reduced 2 months of learning curve and errors • Partnered with HR on all staffing, interviewing, and hiring of Technical Support staff • Generated and monitor reports to ensure quality, maintain service levels and identify deficiencies to improve • Implemented an escalation g

HBT Technical Support Supervisor

Honeywell

Apr 2015 - Feb 2018 (2 years 11 months)

• Initiated the Building Technologies Tech Support function upon migration in San Luis Potosí Hub, supporting on definition of structure, process mapping, SixSigma standardization, and best practice sharing • Reported metrics to internal management team for KPIs. Direct reports constantly reaching the top 5 performers • Partnered with HR on all staffing, interviewing, and hiring of team. With growth of 500% • Coached strong talent within the team through learning and training courses offered • First point of contact for escalations from customers to ensure customer retention and satisfaction

Ivonne Deyanira Lopez Blanco

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