Sandra Moreno Aguilar

Professional with 16 years of experience, customer service specialist. I am fully confident in my ability to identify customer needs to find effective solutions by providing a high-quality service to ensure a positive experience

• Support, coordinate, analyze and execute the provision and performance of the service to all assigned clients, providing timely solutions and ensuring total and complete satisfaction. Building solid, sustainable and trusting relationships through open and interactive communication.
• Coordinate and promote continuous improvement processes through the example and guidance of the work teams.
• Distribute the workload, answer calls and emails with response and follow-up.

  Achievement: 70% increase in call service quality, 90% reduction in missed calls, 50% increase in customer satisfaction survey. Reduce the percentage of lost calls by 90%.

• Being a strong promoter of teamwork between departments such as sales, documentation, intermodal, team control, operations, finance, etc.
• Ensure that the team always provides fast and reliable responses to customer inquiries, complaints and issues.
• Supervision, design and execution in different processes such as: cargo reservations, sending of booking confirmations, rate corrections, cargo roles, monitoring of shipments of dry cargo, dangerous cargo and to Sanctioned Countries, COD (changes of destination), review of routes in system etc.

  Achievement: Reduce rate discrepancies in bookings by 50% by reviewing costs in load lists, reduce reservation confirmation time by 30%.

Bachelor’s degree in International Relations.

Universidad Nacional Autónoma de México (UNAM), ENEP Acatlán