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Customer Service Manager

Location:
Cartago, Costa Rica
Salary:
1.300.000
Posted:
September 19, 2018

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Resume:

Anayansy Solano Cervantes

Personal Information

B irth Date December 12th

N ationality Costa Rican

Address Cartago, Costa Rica

ID 1 0906 0328

C ell Phone +506-****-****

Email ac63y0@r.postjobfree.com

Skills

International Order Manager with over 15 years of experience in operations: purchasing, logistics, import and export processes, supply chain, quality and marketing. Focused in Customer Care and Business Excellence, process and service improvements by implementing and controlling company initiatives through statistical and quality methodologies. ISO Certification achieved: documentation of policies and procedures. Customer Service oriented: Date management expert, escalations, CAPAs, problem identifier and solver. Developed and executed projects for countries in Latin America and the USA. Leading and Completion of order management processes from LATAM to Costa Rica. Experience with large-scale organizational teams and changes.

Strong leading skills, coaching and training experience, persevering and creative person, goal achiever, detailed and quality oriented, proactive, energetic, enthusiastic, team worker, adaptable, time manager and multitasking person, used to work under pressure and strong decision taker, positive person, always open to learn.

Academic Formation

1985-1992

Diploma, College of San Luis Gonzaga, Cartago.

Diploma Senior Year, Fargo North High School, North Dakota USA 1992 – 1995

Bachelors in International Trade, Universidad Internacional de las Américas. Work Experience

Emerson Automation

2013-2018:

Positions: Chile and Puerto Rico Order Team Leader, Rosemount Team Leader and Quality & Training Coordinator for LATAM.

Essential Job Functions:

-L ATAM Order Management Process Transition Leader, project completion and transition achieved for the organization.

-International Order Manager, m anaged a team of over 80 people for all customers’ requests from beginning to end. Supported queue management & prioritization. Owned the process from the time of receiving a purchase order, to the time that the Business Unit receives full payment. Functioned as a key leader and expert for the sales facilitator group. Tracked and followed-up on all pending purchase orders which included: Order receiving and validation, Order Creation, Order Management (Inventory- Credit Hold-Export-Hold- Sales Hold), Released Order, Validated WH shipment to customer, Provided the customer his/her invoice.

- Employed the different strategies, the fundamentals of System Thinking and Continuous Process Improvement tools to drive improvements and participate with teams to improve processes in area of expertise. Prime responsibility is to ensure that LAM provides superior customer service to internal and external customers by driving quality throughout the Quote-to-Cash process. Delivered training for New Hires, team members and other groups as needed.

-Quality Control Supervisor: Leaded Quality coordination and training initiatives for LAM (Mexico, Argentina, Chile, Brazil and Puerto Rico). Coordinated within assigned area teams and experts regarding workflow, to maintain targeted customer service levels, related to both order management and overall support of our customers. Customer Care ideology to maintain high standards of quality within the department and company. Ensure that the support team meets KIPs and SLA.

-Served as direct point of contact for Finance and Logistics team to resolve issues quickly and efficiently. Identified and resolved issues through regular internal audits for Mexico, Argentina, Chile, Brazil and Puerto Rico, to ensure q uality levels.

-Maintained continuous lines of communication, keeping the LAM leaders and clients informed of all critical issues, responsible for a wider perspective of metrics achievement, manage section and delivery managers locally.

-Open communication with the delivery team to review team’s status, metrics, possible issues/needs and proceed with actions. Also, kept the managers updated on latest news, action plans, concurrent meetings with customers managers, attended weekly operational and business review meetings.

-Participated in the review processes and workflow to diagnose areas for improvement, created, implemented and maintained business processes high quality, proactively proposed improvement plans where gaps were noticed, performance management and people development through trainings.

-Provided administrative support, ran, analyzed reports and created action items to improve the operation for the whole Organisation to ensure metrics achievement, communicated them to International Managers and Team Leads.

2011-2013

Grupo Electrotécnica S.A.

Position: Logistics Analyst

Essential Job Functions:

Goods purchasing and import processes (Precision air, UPS and parts, plus transfers ASCO and power plants from Peru). TICA management system, classification of goods, logistics coordination. Import statistics reports and analysis for power plants.

2009-2010

Irex de Costa Rica

Position: Export Assistant

Essential Job Functions:

Order Management for the Caribbean, South America, USA and Canada purchase orders. From receiving, processing, production planning and follow up, receiving payments. Supervision and management of performance indicators. Legal supervision and necessary processes for the registration of new brands and renewal existing ones, participating in development of new products at the request of customers and company.

Additional Information

Languages:

- Spanish Native

- English Full professional proficiency.

- Portuguese 80% still studying

Certificates:

Certificación de Administrador Comercial, (Chanhassen, MN, EE. UU.)

Perfect Execution

Coaching Corporativo y Programación Neurolingüística.

Comunicación con Propósito (Conocimiento del negocio)

Proceso de Cambio

Auditor Interno (INTECO)

Servicio al Cliente (Moments of Truth)

Jefe por Primera Vez (Cámara de Industrias)

Safety Leadership Skills

Empatía y Positivismo en el Trabajo de Equipo

Other Skills:

Teaching Experience

B1 Driver License

Passport and US Visa.

Software: SAP, Microsoft Windows (all versions), Microsoft Office (Outlook, Word, Excel, PowerPoint, One Note and One Drive), Internet. Proficient in Oracle environment, CRM on demand, OCM, worked with web-based tools such as Skype, WebEx, etc References:

MBA Rainier Abreu, Celular 404-***-**** - correo electrónico: a ac63y0@r.postjobfree.com Armando Holguin, Celular +52-614-***-**** – correo e lectrónico: a ac63y0@r.postjobfree.com Li c. Giovanni Díaz Ramírez, Especialista Senior Financiero, Capital & Advice, Oficina (506-****-****, Celular

(506-****-**** - correo electrónico: g ac63y0@r.postjobfree.com Mónica Velásquez, Directora Master Life, Celular (506-****-****, correo electrónico: M ac63y0@r.postjobfree.com



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