M

María de los angeles de los Angeles Escalante Moreno

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Jalisco, Mexico

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Résumé


Jobs verified_user 0% verified
  • Continental AG
    Customer Strategy Lead
    Continental AG
    Jan 2021 - Jan 2025 (4 years 1 month)
    Managed full CX operations for U.S. clients in high-pressure B2B environment. Developed SOPs, automation scripts, and knowledge base from scratch to reduce ticket volume by 35%. Designed performance dashboards (CSAT/NPS/FCR) tied directly to revenue impact and customer retention. Led a distributed team of 10+ agents, coaching them to identify upsell/cross-sell opportunities through support interactions. Collaborated with product and logistics teams to proactively address service gaps and delight customers.
  • Continental AG
    CX & Fulfillment Supervisor
    Continental AG
    Jan 2015 - Jan 2021 (6 years 1 month)
    Supervised order-to-delivery CX process, maintaining over 90% satisfaction rates across thousands of customer touchpoints. Built and optimized communication templates and response scripts for efficiency and tone alignment. Managed escalations empathetically, including cases involving delivery issues or high-impact clients. Reported CX insights to executives, influencing product and logistics improvements.
  • Continental AG
    Customer Project Lead
    Continental AG
    Jan 2009 - Jan 2015 (6 years 1 month)
    Oversaw CRM database accuracy, trained reps, and managed onboarding flows for new customers. Created documentation and process flows that remain in use today. Supported U.S. market with bilingual, culturally sensitive communications.
Education verified_user 0% verified
  • University of Michigan
    Diploma in Management Skills Bachelor's Degree in
    University of Michigan
    Jan 2003 - Jan 2009 (6 years 1 month)
Projects (professional or personal) verified_user 0% verified
  • AllView Real Estate
    Optimization of a property broker firm in expansion
    AllView Real Estate
    Jan 2010 - Jan 2014 (4 years 1 month)