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VP Services, Customer Experience, Sales.

Franklin, TN
February 18, 2020

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I am a Commercial and Operations professional with a solid track record developing and transforming business for profitable growth, delivering best in class customer experience and creating an environment for high performing and engaged organizations.

My 27+ years of leadership experience are crafted with country, regional and global endeavors. Multi-cultural and multi-language exposure. I speak native Spanish, fluent English and learning French.

I have performed different roles throughout my career, this giving me the possibility to manage business in both, vertical and general management. My relevant areas of experience are:

Country and Business Unit P&L

Sales and Marketing

Sales Operations and Revenue Recognition

Customer Transformation / Customer experience

Offer and Product Management

Purchasing and Inventory Management

Services Delivery and Project Execution

Supply Chain / Logistics & Transportation / Customs



* P&L

* Digital / Cloud / IoT

* Customer Centric

* Innovation

* Influence and Effective communication

* Transformational

* Start up

* Strategic

* Hands On

* Business Intelligence and Analytics

* Resilient

* Leader, Coach and team builder


Industrial Engineering Bachelor by Universidad del Tepeyac, Mexico

Business Executive Program by IPADE Business School, Mexico

Business Management Diploma by ITESM, Mexico

Schneider’s Leadership Program


Prol Abasolo 369, Mexico City, Mexico, 14646


Vice President of Global Customer Transformation for the Cloud Segment @ Schneider Electric IT, USA – 1/2019 - present

Develop and deploy an augmented VIP experience model for the top Internet Giants of the world. Business Scope $ 900 Musd

Deploying: Global Commercial Engagement / Tailored Supply Chain / Co-innovation / Tailored Services support / Crisis Management

Director - VP Services LoB @ Schneider Electric, France – 2.5 years 6/2016 - 1/2019

Responsible for developing and deploying Field Services Lifecycle Offers Transformation. Sales Scope: $ 420 Musd

Grew 22% Recurring Services sales globally, by expanding the offer with Partners, redesigning the digital offer components and by creating a new sales rewards model.

Using a “design thinking” approach, we created a lean Maintenance Offer that boosted sales by 7% year over year.

Launched new Digital offers for IoT Asset Management and Mixed Reality Training to set the basis for double digit growth.

Improved 500 basis points Spare Parts business margin by promoting a reduced list of obsolete ranges and by redesigning the supply chain model for current ranges.

Director - VP of Services Business Unit @ Schneider Electric, Mexico & Central America - 3.5 years 02/2013 - 6/2016

Responsible for Sales, Marketing, Pricing and Bids, Project Management and Delivery of Services. P&L Scope: $ 80 Musd

+ 32 % Sales CAGR

Improved profitability by 4pts GM and 5pts in Commercial Margin (enhancing operational efficiency and product mix)

Reached 91pts of Customer NPS and 84pts of Employee Engagement Index with 0 Medical Incident Rate and 1% attrition rate

Reached 24% operational efficiency by implementing field Digital tools (GPS-Digital Safety-Services EPR, etc)

Commercial & Service Operations Director @ APC by Schneider Electric, Latin America - 3 years, 05/2010 - 1/2013

Responsible for the Commercial, Services and Customer Care and Logistics Operations in LATAM. Business Scope: $ 150 Musd

Hit rate increased from 20% to 35% by Implementing a lead to revenue Sales system.

Gained 5 points of market share over a 3-year period by improving Partner and End User sales coverage.

Contributed to improve EBITDA in + 5pts, changing incoterms and a lean supply chain logistics model.

Boosted profitable Services Sales growth at 22% CAGR (+ 7 pts in GM) by improving Offer and go to market model.

Improved Customer Sat to 82% / improved Service Engineering utilization rate to reach 90% / O Medical Incident rate

Improved collaborative demand/supply forecast from 85 to 96% (using a SIOP approach)

Sales Operations Director @ Avaya Communications, Mexico -2.9 years, 01/2007 - 11/2009

Responsible for the Opportunity to Revenue management system. Business Scope: $ 45 Musd

Achieved revenue targets every consecutive Q

Led the implementation of Sales in a record time of 6 months.

Improved Order to Cash cycle by 7 days.

Delivered 300+ complex solution proposals by effectively deploying and managing a new Tendering process

Helped improving Cash Flow by moving the staging facility and distribution WH to Texas.

Services Operations & Supply Chain Sr. Manager @ Cisco Systems, LATAM - 3.5 years, 07/2003 - 12/2006

Responsible for the Services supply chain delivery and Vendor management. Business Scope: $ 100 Musd

Improved customer experience to reach 86% rating.

Improved Expense to Revenue ratio from 82% down to 48%

Managed 108 Rapid Fulfillment Centers with an SLA attainment of 92%

Other Relevant Experience Summarized (Further details can be provided upon request)

Product Management Director 07/2002 -07/2003 @ Synnex Corp, Mexico. Sales Scope: $ 180 Musd

Country Manager 09/2000 – 07/2002 @ Home Shopping Network, Mexico. P&L Scope: $ 15 Musd

Purchasing & Inventory Director 01/1998 – 08/2000 @ Ingram Micro, Mexico. Business Scope: $ 550 Musd

Demand & Supply Chain Manager 10/1995 – 12/1997 @ Unisys, Mexico. Operations Scope: $ 100 Musd

Purchasing Leader 03/1992 -10/1995 @ 3M Corp, Mexico: Purchasing Scope: $ 20 Musd

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