Luz Mendoza

Industrial Engineer from Universidad Andrés Bello, with a Master’s Degree in Organizational Management from Universidad de Valparaíso and intermediate English proficiency. 12 years of experience in industrial, technology, services, and foreign trade companies. Experienced in customer loyalty and retention, commercial management, Supply Chain, contract management, logistics, and service performance indicators. Extensive experience in commercial, logistics, and customer service areas.

Strong ability to lead projects focused on continuous improvement of the customer experience and problem-solving, identifying opportunities for process optimization with a strong service orientation and focus on customer needs.

Customer Service and Experience at Idemia Secure Transactions Chile SpA (2022-12 – 2026-09)

• Supervise the product line to ensure compliance with customer standards.
• Manage the end-to-end logistics chain, from the initial stage through invoicing, ensuring efficiency, quality, and compliance with each customer’s contractual agreements.
• Lead meetings with customers and internal teams to optimize processes and strengthen business relationships.
• Manage predefined KPIs and develop proposals for sustainable performance improvement.
• Manage requests for new products, claims, complaints, and modifications to existing products, supporting innovation and adaptation to market needs.
• Monitor order shipments, ensuring alignment with scheduled dates and resolving deviations in a timely manner.
• Coordinate transportation to ensure efficient and timely distribution.
• Key Achievements
• Implemented logistics strategies that reduced delivery times by 25% without affecting service quality.
• Developed previously non-established processes to improve the flow of daily operations.
• Led meetings with customers and internal teams, identifying improvement opportunities that increased customer satisfaction by 20%.
• Evaluated and optimized key performance indicators, developing strategic proposals that improved operational efficiency by 15%.

Customer Service at John Crane Chile S.A. (2018-03 – 2022-12)

• Monitored the logistics chain through product delivery, strengthening customer communication and managing complex cases.
• Coordinated the supply chain and supported the Procurement team with the entry, analysis, quotation, and follow-up of international purchases.
• Supported the Operations team with production and invoicing plans, managing the receipt, storage, and redistribution of imported materials, as well as work order release and picking.
• Developed and monitored KPIs to evaluate and improve operational process efficiency.
• Key Achievements
• Improved Top 1 customer satisfaction by 40% by reducing delivery delays.
• Participated in and supported the Production and Procurement departments.
• Collaborated with the Operations team to consistently achieve production and invoicing objectives.
• Analyzed and resolved complex customer issues, supporting key account retention and improving service perception.

Customer Service – Import at GreenAndes Chile (2016-04 – 2018-03)

• Provided customer service and advice regarding schedules, rates, and communications.
• Coordinated container returns and special service requests.
• Coordinated with port agents, depots, terminals, and operations teams, resolving complaints and managing destination changes.
• Reviewed rate-related issues and discrepancies.
• Maintained customer accounts in Salesforce.
• Prepared quotations and promoted intermodal services and ocean freight, negotiating rates, contracts, and agreements with customers and the Pricing team.

Customer Service – Export at GreenAndes Chile (2013-01 – 2016-04)

• Provided customer service and advice regarding schedules, rates, and communications, coordinating container returns and special services.
• Coordinated with port agents, depots, terminals, and operations teams, resolving complaints and managing destination changes.
• Resolved rate-related issues and discrepancies while maintaining customer accounts in Salesforce.
• Prepared quotations and promoted intermodal services and ocean freight.
• Key Achievements
• Strengthened customer loyalty by managing 100% of the accounts within a specific business area.
• Implemented a consultative approach to after-sales service, increasing customer retention and referrals by 20%.
• Resolved rate discrepancies and complaints within an average of 48 hours, minimizing conflicts and strengthening business relationships.

Commercial Assistant at Garibaldi S.A. (2012-02 – 2013-01)

• Developed business relationships with international customers and managed shipment logistics.
• Prepared reports and conducted domestic market research on commercialized products.
• Key Achievements
• Prepared market trend reports to support strategic decision-making.
• Conducted market research that identified opportunities and contributed to expanding the portfolio of commercialized products.

Diploma in Big Data Tools and Data Science – Universidad de Los Andes, Chile (2025)

Industrial Engineering – Universidad Andrés Bello, Chile (2021)

Master’s Degree in Organizational Management – Universidad de Valparaíso, Chile (2017)

International Business Administration – Universidad de Valparaíso, Chile (2010)