Michael Javier Guerrero Gonzaga

Commercial Sales Support Supervisor - Customer Care

Hexagon Manufacturing Intelligence

Mar 2024 - Current (2 years 6 months)

Responsibilities Included: Responsible for managing a regional Order Management and Sales Support team in a manufacturing company that has undergone a rapid operational transition from US to Mexico. Responsible for overseeing the order entry lifecycle, from pre-sales to post-sales, while ensuring a smooth transition, efficient processes, and strong customer relationships in a fast-paced environment with a special focus on core competency in order management, team leadership, cross-border knowledge transfer, and strategic growth initiatives as the team expands and diversifies. Accomplishments: ▪Leading the team through stressful periods without sacrificing quality or service.

Pre Sales Shared Services Representative

Nutanix

Nov 2022 - Mar 2024 (1 year 5 months)

Responsibilities Included: Responsible for laying the foundations of a newly created team, establishing and documenting all the processes, and best practices, and giving feedback to the leadership team in order to establish metrics and replicate the model to other regions, responsible for coordinating team members inside and outside the area and help to quote hardware and software solutions to the Account teams. Accomplishments: ▪Scope Expansion: Due to the effectiveness of our pre-sales shared services model, the team is now operating in EMEA and very soon in APAC.

Worldwide Sales Support Representative (Team Lead)

Nutanix

Jul 2021 - Nov 2022 (1 year 5 months)

Responsibilities Included: Senior Team Lead responsible for coaching and guiding team members, monitoring progress against established goals, quote creation, and responsible for the approval process verifying healthy discounts, commercial agreements, and historical purchases.Responsible for data analysis, and report generation with sales metrics. Accomplishments: ▪Global Recognition: Quarterly MVP award earned in recognition of hard work as the highest-performing member of my team, averaging 40% above the team rate.

Sales Operations Analyst

Dell EMC

Dec 2017 - Jul 2021 (3 years 8 months)

Responsibilities Included: Sales data analysis metrics and report generation like quota settings and compensations, generation of proposals under a bidding scheme and deal registration, sales operations troubleshooting and process improvements implementation. Achievements: ▪Global Recognition : Our team was recognized in 2020 at LATAM level, as world-class in terms of customer experience. ▪ Delivery time reduction: I identified areas of improvement in the projects I was in charge of, which has allowed me to significantly reduce delivery times from 3 weeks to 1 week, accelerate the invoicing process by increasing on-time payment from 70 to 90 percent, increase communication levels, and improve the customer experience.

Michael Javier Guerrero Gonzaga

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