Iris Segura

Analytical professional with experience in customer operations, retail, quality assurance, and project environments. Skilled in KPI analysis, performance reporting, secondary and qualitative research, process improvement, client communication, and cross-functional project delivery. Consumer and retail experience at Nike and H&M, combined with Agile project work and issue analysis at SutilMind.

Background in International Relations with strong research, synthesis, and presentation skills.

Sr. Customer Experience Specialist at Honeywell (2025-01 – Present)

• Analyze operational and customer-service KPIs across multiple programs to identify performance trends and process improvement opportunities.
• Build KPI performance reports and present Kaizen continuous-improvement initiatives to internal stakeholders.
• Manage 50+ customer cases and calls daily across three U.S. regions while sustaining 90% SLA and 100% QA/CSAT compliance.
• Coordinate with technical and operational teams to resolve escalations and maintain accurate CRM/ERP documentation.

Lead Stockroom at Nike (2025-01 – Present)

• Analyzed inventory flow and operational performance in a high-volume retail environment while leading 10+ associates.
• Improved stock replenishment efficiency to 98% by restructuring workflows and inventory-tracking processes.
• Reduced order preparation time by 25% through process analysis and optimization of stock flows.
• Led hiring, onboarding, and performance tracking, reporting evidence and results to HR.

PT4 Sales Advisor at H&M (2023-01 – 2025-12)

• Supported sales, customer experience, and commercial KPI objectives in a high-traffic consumer retail environment.
• Trained 10+ new sales associates and led floor walkthroughs supporting quality evaluations.
• Named "Sales Advisor of the Year" in 2024 for customer satisfaction and team collaboration.

Product & QA Specialist at SutilMind (2023-01 – 2024-12)

• Analyzed, documented, and tracked 400+ product issues over approximately six months in Jira, prioritizing findings and coordinating resolution with developers.
• Supported 13 two-week Agile sprints through testing, fix validation, issue prioritization, user-story refinement, and sprint planning.
• Collaborated directly with clients throughout the project lifecycle and designed accessible UI components in Figma based on usability feedback.

Bachelor's Degree in International Relations – El Colegio de San Luis, A.C. (2019-01 – 2023-12)