Open to opportunities

Fátima Nava

@ftimanava

I coordinate IT projects and improve customer experiences through clear communication, process improvement, and data-driven service leadership.

Mexico

Message

What I'm looking for

I'm looking for a project management or customer experience role where I can coordinate cross-functional work, improve processes, and deliver better outcomes for clients and teams.

I support planning, coordination, and execution of IT initiatives at Hemmersbach, helping teams meet milestones, manage budgets, report progress, and improve workflow transparency.

Previously at GiftBasketsOverseas, I oversaw customer orders, fraud investigations, logistics coordination, and custom high-value order budgets. I also handled escalated complaints, chargebacks, and urgent service issues while contributing to customer success, retention, and satisfaction initiatives.

I'm bilingual in English and Spanish, with experience creating training materials, onboarding new hires, improving delivery policies, and analyzing complaint trends to strengthen resolution effectiveness.

Experience

Work history, roles, and key accomplishments

Current

Assistant Project Manager

Current

Hemmersbach

Mar 2024 - Present (2 years 5 months)

Supported project planning, coordination, and execution across multiple IT initiatives. Assisted in monitoring budgets, preparing progress reports, and managing client communications.

Project Management Budget Management Reporting Client Communication

Customer Service Manager

GiftBasketsOverseas

Jun 2020 - Mar 2024 (3 years 9 months)

Oversaw customer orders, including fraud investigations and logistics coordination. Handled budget planning for custom and high-value client orders.

Customer Service Fraud Investigation Logistics Coordination Budget Planning Training Onboarding Policy Development Documentation customer success strategy Complaint Management Data Analysis

Customer Service Representative

GiftBasketsOverseas

Jan 2019 - Dec 2020 (1 year 11 months)

Provided high-quality customer support by resolving product and service issues. Acted as a knowledge resource for team members, ensuring consistent and accurate service delivery.

Customer Support problem resolution Knowledge Management