Carlos

Analyst Customer Service Ops:

Analyzed and optimized end-to-end customer service operations supporting Innovative Medicine and MedTech business units, ensuring timely and compliant delivery of healthcare solutions.

Monitored KPIs including OTIF, order accuracy, backlog management, and case resolution to drive continuous improvement initiatives.

Collaborated cross-functionally with Supply Chain, Quality, Regulatory Affairs, and Commercial teams to enhance service performance and customer satisfaction.

Identified process improvement opportunities through data analysis (SAP, Salesforce, Power BI), reducing order cycle time and improving operational efficiency.

Outreach & Engagement Specialist:

Contacts customers via telephone, attempts to sell product, gives customer service, Contacts and engages decision-makers, and applies skills in the area of communication, customer service and problem-solving. Attends weekly meetings and delivers a sales presentation, Offers the best value for the customer in terms of price, discounts, multiple and additional products, Fields questions and overcomes specific objections raised by customers.

Organization, management and control of agents’ work.

Achievement of KPI and improvement of sales results

Development and training of agents

Training of agents

On-boarding of agents

Administrative tasks related to the organization of office functioning

Preparation of reports

Lead a group of call center supervisors focused on compliance with KPI.

Organization of onboarding of new supervisors

Control formatting of the schedule for the agent

Organization and coaching supervisors

Development of supervisors and preparation of development plans