Miguel Bernal H
Customer Service Manager
Professional profile
Professional in Business Administration and Operations Management with experience in operational management , team leadership , process optimization , KPI analysis , and continuous improvement . Advanced English ( C1 ) , strong analytical and communication skills
Work experience
Managed bilingual customer service, analyzed KPIs with Tableau, DOMO, SolvNow, optimized CRM (Salesforce), budget management, team coaching, and ensured compliance with quality standards.
Major achievementLed bilingual customer service for 2M+ members, managed CRM (Salesforce), optimized KPIs, implemented cost-reduction and process improvement, and coached teams. Achieved >98.5% audit scores and improved FCR/NPS.
Oversaw project execution, managed cross-functional teams, implemented Lean, tracked KPIs, and ensured operational continuity with clients and suppliers.
Major achievementPlanned and executed projects, managed budgets, implemented Lean improvements, and optimized KPIs. Improved timelines, reduced rework, and increased client satisfaction.
Managed sales team, provided coaching, implemented commercial strategies, coordinated with finance and administration, and monitored performance indicators.
Major achievementLed sales team, achieved 75% of pre-construction project sales, improved closing rates, and strengthened technical and communication skills.
Education experience
Colegio alejandria | Bachiller
