Mariana Quezada
Customer Service & Operational Excellence, Head@Segmail | Customer Service & Operational Excellence, Head.@Segmail | Head of Customer Experience@Segmail
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Summary
MBA | Customer Service Operations | Customer Experience (CX) | Operational Excellence | Technological Transformation | Contact Center Management | Leadership | Continuous Improvement | Project Manager |. Customer Experience leader with solid experience in building high-performance teams and promoting best operational practices, I specialize in guiding and advising our users on the services and products offered. My focus is on Strategic Improvement; identifying innovative solutions and technological implementations that allow us to streamline and automate processes to ensure a successful Global Customer Journey, while guaranteeing high-quality service and lasting satisfaction.
Work experience
Customer Service & Operational Excellence, Head
Segmail2025.11-Current(9 months)Customer Service & Operational Excellence, Head.
Segmail2024.03-Current(2 years)Head of Customer Experience
Segmail2024.01-Current(3 years)Customer Service Manager
PPG Industries2020.10-2024.07(4 years)Regional Workforce Planning Manager | LATAM |
Scotiabank2018.06-2020.01(2 years)Customer Service | Canada |
Scotiabank2016.12-2018.06(2 years)Customer Service Supervisor | Canada |
Scotiabank2016.12-2018.06(2 years)Customer Service Coordinator
Laboratorios Biofleming2015.06-2016.12(2 years)Operations Manager
L.A. Eventos -Musical Event Planner-2014.03-2015.06(a year)Sales Manager
L.A. Eventos -Musical Event Planner-2013.01-2014.03(a year)Administrator
Suministros y Servicios Electromecánicos S.A. de C.V.2012.01-2013.03(a year)Administrative Assistant
H. Ayuntamiento de Cuautitlán Izcalli2011.01-2011.12(a year)
Educational experience
Tecnológico de Monterrey
Master2022.01-2024.01(2 years)
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