Sharond Higuera
@sharondhiguera
I manage reverse logistics, customer service, and order processes using SAP, Salesforce, and KPI analysis.
ColombiaWhat I'm looking for
I've managed reverse logistics and customer service processes for Sanofi in Mexico, following complaints, returns, rejections, credits, and disputes through SAP and Salesforce.
At Amgen through Accenture, I handled customer cases for the United States and supported timely resolution of returns, credits, disputes, and service requirements.
At Johnson & Johnson, I manage logistics, purchase orders, wholesale processes, and CENCA order management while maintaining information in SAP, Salesforce, and MDG. I also monitor KPIs and analyze data in Excel to support process control and performance.
My experience also includes English-language customer support at Concentrix and contract, record, and customer-process support at Banco de Occidente. I'm focused on operational efficiency, information management, and customer satisfaction.
Experience
Work history, roles, and key accomplishments
Managed reverse logistics and customer service processes for Mexico, including follow-up on complaints, returns, rejections, credits, and disputes. Responsible for information management and process monitoring using SAP and Salesforce.
Managed logistics and customer service processes, including purchase orders, wholesale processes, and CENCA order management. Managed and updated information through SAP, Salesforce, and Master Data (MDG), with KPI monitoring and Excel-based data analysis.
Customer Experience
Amgen – Accenture
Aug 2023 - Oct 2024 (1 year 2 months)
Managed reverse logistics and customer service processes for the United States, handling complaints, returns, credits, and disputes. Followed up on customer cases and managed information through SAP and Salesforce.
Managed customer service processes for the United States, providing support and resolving customer inquiries entirely in English. Handled information management, case follow-up, and problem-solving.
Au Pair
Cultural Care
Jul 2018 - Feb 2019 (7 months)
Planned and coordinated educational and recreational activities for children aged 1 to 2, developing strong organizational, communication, adaptability, and problem-solving skills.
Professional Trainee
Banco de Occidente
Jan 2017 - Jul 2017 (6 months)
Supported the preparation and review of leasing and leaseback contracts, customer service, issue resolution, and record management. Followed up on document delivery and coordinated with customers to ensure proper execution of processes.
Education
Degrees, certifications, and relevant coursework
Universidad El Bosque
Industrial Engineering, Industrial Engineering
Pursued a degree in Industrial Engineering, focusing on process management, logistics, and operational efficiency.
Northern Virginia Community College
Part-Time Career Readiness, Career Readiness
Completed part-time career readiness program, enhancing professional skills for the workforce.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Job categories
Skills
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