Ana Paula Doriguelo Franco

Manage B2B after-sales service operations for large corporate clients (heavy equipment sector – cranes, platforms, concrete machinery). Register, monitor, and track customer complaints, ensuring full lifecycle follow-up until resolution. Coordinate service orders and monitor technician execution, ensuring compliance with SLA and contractual standards. Act as liaison between corporate clients, technical teams, and internal departments to ensure service quality and operational alignment. Monitor service performance indicators and identify process gaps to enhance efficiency and client satisfaction. Ensure proper documentation and compliance with internal procedures and service governance standards. Support continuous improvement initiatives within after-sales and technical service operations.

End-to-End Operations Management: Oversaw daily operations across multiple seller portfolios, ensuring on-time delivery, compliance, and service quality. Rapidly identified and resolved operational issues to maintain high standards. Supplier & Stakeholder Coordination: Collaborated with logistics providers, internal teams, and 3PL partners to align priorities, monitor performance, and implement sustainable process improvements. KPI Monitoring & Data-Driven Insights: Designed and tracked operational KPIs, leveraging data analytics to identify trends, mitigate risks, and support strategic decision-making. Process Optimization & Continuous Improvement: Developed and implemented operational workflows and standard procedures to improve efficiency, reduce errors, and enhance overall supply chain performance. Training & Enablement: Provided guidance, support, and training to sellers and internal stakeholders, fostering operational excellence and compliance. Proactive Risk Management: Conducted targeted interventions for high-risk sellers, ensuring operational metrics were met while maintaining an exceptional customer experience.

Supported Customer Service Associates (CSAs) in a fast-paced environment, resolving escalations and concessions while driving operational efficiency and process improvements. Applied data-driven problem solving and precision to ensure high-quality customer experiences. Key Responsibilities & Achievements: CSA Support & Issue Resolution: Assisted CSAs with complex customer inquiries, resolved account issues, and approved concessions to maintain operational flow. Escalation Management: Handled escalated cases, providing timely, accurate, and sustainable solutions. Operational Tools & Accuracy: Leveraged tools like Customer Service Central (CSC), Knowledge Center (KC), and AC3 to ensure precise and efficient service. Process Improvement & Quality Focus: Identified recurring issues and implemented process enhancements to reduce errors and improve team performance. Team Leadership & Collaboration: Set standards for service excellence, coaching peers, and promoting a culture of continuous improvement.

Provided real-time support to customers via chat, phone, and email, resolving issues efficiently and ensuring a positive customer experience. Applied process improvement, troubleshooting, and performance monitoring skills to support operational excellence and quality assurance principles. Key Responsibilities & Achievements: Problem Solving & Troubleshooting: Resolved issues related to payments, delayed deliveries, refunds, and damaged products, ensuring fast and effective solutions. Process Improvement: Identified recurring issues and implemented process enhancements using QA practices such as root cause analysis. Prime Membership Support: Assisted customers with subscription processes and technical issues, ensuring smooth experiences. Conflict Resolution & Mediation: Acted as liaison between customers and third-party sellers to resolve disputes, maintaining compliance with platform policies. Incident Reporting & Collaboration: Created clear tickets for internal teams to investigate and resolve system or platform issues. Performance Metrics Monitoring: Tracked KPIs such as contact handling time and service quality, maintaining operational consistency and efficiency.

Managed operations and quality control for 8 years, ensuring smooth production, high product standards, and operational efficiency. Applied technical and administrative expertise to drive process improvements, reduce waste, and optimize workflows. Key Responsibilities & Achievements: Quality Control: Conducted regular inspections of injected plastic parts, identified defects, and adjusted processes to meet strict quality standards. Problem Analysis & Resolution: Monitored production outcomes and implemented corrective actions to ensure flawless product delivery. Continuous Improvement: Optimized operational processes to increase efficiency, reduce waste, and enhance overall productivity. Inventory & Documentation Management: Maintained raw material and finished product stock, ensuring traceability, compliance, and availability for production. Managed operational documentation, including invoices, in line with legal and internal standards. Logistics Coordination: Scheduled deliveries and coordinated with transport partners, ensuring timely shipments and high customer satisfaction.