Adriana Mendez
@adrianamendez
I resolve customer issues and improve ERP support and procurement workflows.
MexicoWhat I'm looking for
At Pellera Technologies Mexico, I serve as the primary support contact for business clients, managing requests, maintaining SLA compliance, and following high-priority cases through resolution.
I use Salesforce and Assyst ITSM to document, route, escalate, and close cases with complete audit trails. I also process replacement purchase orders in Oracle JD Edwards and create knowledge-base articles and incident reports.
Previously at TaskUs, I monitored customer-support performance, analyzed dissatisfaction signals, and developed corrective actions adopted across multiple teams. I facilitated client calibrations and turned feedback into product and process improvement opportunities.
My background also includes SAP technical support and procurement at FORVIA, plus Lean and Kaizen process improvement in a contact-center environment. I bring International Business and supply-chain training to customer-focused operations, ERP systems, and service management.
Experience
Work history, roles, and key accomplishments
Customer Support Analyst
Pellera Technologies Mexico
Mar 2026 - Present (7 months)
Serve as primary support contact for business clients, managing inbound requests and maintaining SLA compliance. Operate Salesforce and Assyst ITSM to manage tickets and process purchase orders using Oracle JD Edwards.
Quality Analyst and Process Improvement
TaskUs
Jun 2025 - Feb 2026 (8 months)
Monitored customer support performance, evaluated KPIs, and generated client-facing dashboards. Conducted root cause analysis and facilitated calibration sessions to improve service standards.
SAP Technical Support & Procurement L1
FORVIA
Aug 2024 - Feb 2025 (6 months)
Acted as first point of contact for internal business clients, resolving portal issues and access problems via ServiceNow. Managed end-to-end procurement workflows in SAP Ariba and administered user accounts via IAM systems.
Quality Management Intern
E-Contact
Aug 2023 - Feb 2024 (6 months)
Identified operational inefficiencies using MUDA analysis and implemented Lean/Kaizen improvements. Applied NOM-037, NOM-025, and ISO 22301 standards to strengthen compliance and risk management.
Education
Degrees, certifications, and relevant coursework
Universidad de las Américas Puebla (UDLAP)
B.A. International Business Administration, International Business
B.A. in International Business Administration from Universidad de las Américas Puebla (UDLAP).
Instituto Tecnológico Autónomo de México (ITAM)
Diploma, Supply Chain and Business Logistics
Diploma in Supply Chain and Business Logistics from Instituto Tecnológico Autónomo de México (ITAM).
Tech stack
Software and tools used professionally
Availability
Location
MexicoAuthorized to work in
Salary expectations
Job categories
Skills
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