Franchesca Vega
@franchescavega
Customer Success and Operations leader driving retention and growth through data-driven execution.
PanamaWhat I'm looking for
I am a Customer Success and Operations leader with over 10 years of experience across logistics, supply chain, and customer-facing operational roles in multinational environments. I build trusted client relationships, manage high-volume account portfolios, and act as a primary client advocate.
At DHL Global Forwarding I improved case closure timeliness by 26.75% and increased customer satisfaction by 12.5% through proactive intervention, and I analyze SAP and Salesforce data to identify churn risk and operational improvement opportunities. At Johnson & Johnson I owned 80+ regional accounts, led an 8-person customer service team, managed an $800K operating budget, delivered $30K+ in cost savings, and reduced cycle times by 50%.
I thrive in fast-paced, ambiguous environments that require ownership and cross-functional execution, translating complex operational and data signals into actionable growth and retention outcomes to align KPIs with client and revenue objectives.
Experience
Work history, roles, and key accomplishments
DFBusiness Analyst
DHL Global Forwarding
Aug 2021 - Present (4 years 5 months)
Managed large regional client portfolios and prioritized high-volume requests, improving case closure timeliness by 26.75% and increasing customer satisfaction by 12.5% through proactive intervention and cross-regional coordination.
JJOwned and grew relationships for 80+ regional accounts, led an 8-person customer service team, managed an $800K annual budget, delivered $30K+ in savings and reduced cycle times by 50%.
LEOrder Management Supervisor
Led a team of 6 specialists to standardize service protocols and escalation handling, improving order management consistency and response times.
Logistics Manager
Pancarib Export
Improved inventory accuracy by 20% and reduced logistics costs by 15% through inventory controls and cost-optimization initiatives.
Purchasing Assistant
Café Durán
Reduced logistics spend by 20% through supplier diversification and improved planning processes.
Education
Degrees, certifications, and relevant coursework
TPTechnological University of Panama
Bachelor in Maritime and Port Operations, Maritime and Port Operations
Bachelor in Maritime and Port Operations degree focused on maritime logistics and port management.
Accenture Academy
Certification, Retail Supply Chain
Completed a Retail Supply Chain Certification covering retail supply chain concepts and best practices.
Tech stack
Software and tools used professionally
Availability
Location
PanamaAuthorized to work in
Job categories
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