Customer Service Management

Anja S. vazquez

***** ******** **** ( Houston, TX 77044 ( 823-***-**** (

****.*.******@*****.***

Qualification Summary

Logistics Operations Project Management

Solution-focused and versatile management professional with more than 10

years of comprehensive experience in directing operations through strategic

planning and effective management of staff and budgets. Exposure to global

business protocols and cross-cultural practices is very diverse in

countries abroad. Offer outstanding talents in team building, budget

management (budgets, timelines and delivery dates) customer relations,

continuous improvement processes, implementing best practices and

motivating staff to peak performance. Hire, train, motivate and manage high-

performance teams; establish goals and monitor progress. Self-motivated and

driven by new challenges and desires to be successful in all endeavors.

Hold Master Six Sigma certification.

Areas of Expertise

Strategic Planning Quality Control Project Management

Operation Streamlining Diversity Leadership Training & Development

Transportation Operations Management Policy & Procedure

Operations Budgetary & Finance Development

Business Analysis Contracts Conflict Management

Continuous Process Administration Risk Management

Improvement Logistics Vendor Management

Professional Experience & Achievements

Director of Operations 06/2012 -

present

Macy's Logistics Operations, Houston, TX

Direct profound core teams of 40+ outstanding associates and Managers.

Provide real-time direction for all Small ticket and Central Return Center

Operations. Leadership directly impacts expense management, shortage

prevention, staffing and scheduling, Logistics, customer service and safety

standards and practice. Strong DISC leadership profile and excellent

negotiation skills aide in both short and long range planning, expense

management and inventory shortage control to achieve maximum profitability

goals within CTA, CPH, CPC and PPH.

< Direct and manage the logistics, procurement and execution of retail

services with operations totaling over $200M annually.

Identified, developed and implement short and long term strategies to

enhance profitability, productivity and efficiency within operations

departments.

< Exceed CPH goals, targets and performance requirements in the areas of

safety, shortage, cost control, quality, processing standards,

flexibility, reliability, customer service and execution to plan, and led

cross functional Supply Chain Lean Six Sigma Program and continuously

exceeded the 5% savings target.

Site Manager 12/2008 -

10/2011

Global Linguist Solutions, Falls Church, VA

Managed and lead core teams of 400+ Foreign National linguists and US hired

Linguist professionals for the presidential-mandated Operation Iraqi

Freedom, providing interpreter-translator services to deployed U.S.

military force conducting counter-insurgency, stabilization and or nation

building operations. Provide direction and leadership by supervising and

implementing techniques on personnel assignments, performance, and

personnel accountability.

< Achieve 97% positive rating on service rating by ensuring impeccable

employee development and training. Initiate process improvement by

evaluating current processes and recommending improvements to obtain

greater efficiency, quality, and client group satisfaction.

< Work closely with the ACOR (Assistant Contracting Officer Representative)

in Iraq to ensure transactional efficiency of contracts with bidding and

negotiating contractual concerns. Awarded numerous awards for contract

performance.

< Identify additional suppliers of goods and service that meet our

client's operating requirement. 95.5% average operational delivery rate;

0% discrepancies across the board.

< Streamlined subcontracts utilizing Six Sigma methodologies valued over

$30M in Government Assets.

< Maintain 100% in-transit visibility of in-bound linguists and military

units in conjunction with respective staff element responsible for

financial matters, human resources, personnel actions and processing,

safety and compliance, budgeting, acquisitions, logistics and

reception, staging, ongoing movement and integration.

Logistic Manager 07/1997 - 12/2008

United States Air Force

Enlisted advisor to headquarters on logistics plans; provided consultation

and expert advice to management regarding managing, administering, and

operating logistics plans systems and activities in functional areas of

supply, maintenance, transportation, contracting, civil engineering,

services, force protection, operations, personnel, comptroller, medical and

legal. Track the impacts of all installation logistics planning, Air Force

operations and organization, processes of deployment, employment,

redeployment, and reconstitution; command and control techniques;

conducting readiness assessments; data processing and electronic data

processing equipment and budgeting.

< Spearhead training development of staff profiency with core

communications technologies in tracking and monitoring logistics

activities and assured proper authorization of shipments totaling over

$1billion dollars.

< Initiated and launched Initiated and launched plans to optimize staff

training in support of organizational goals for domestic and

international initiatives to ensure adherence to Occupational

Environmental, Safety and Health (OESH) requirements within supply,

transportation and munitions contractor logistics functions under the

guidance of contractor Program Management and customer OESH personnel

with 100% success rate on tasks and milestones.

< Accountable for transportation operations and leading team of 11 in

developing the most efficient routing system for $70M in supplies and

equipment for organization.

< In-Charge of $40M in U.S. government property, equipment, and supplies

while supervising diverse team in managing $10M in Harvest Falcon

equipment and supply assets shipped worldwide to support a wide range of

projects; consistently met all critical deadlines.

< Directed team of 400 in launching staff and resource management

strategies in a global setting.

< Identified and corrected efficiency bottlenecks, which saved $1.2M and

resulted in faster, more accurate supply shipments.

< Implemented and managed LEAN philosophy by eliminating waste and

improving efficiency; Developed and manage inventory targets, service

levels, and forecasts.

Certifications

Master Six Sigma Certification, Villanova University Alliance ( 2009

Contracting Officer Technical representative (COTR) - Acquisition Training

Institute ( 2011

ISO9001 Internal Auditor Certification - ISO Campus ( 2011

Education

M.B.A., Webster University ( 2008 ( GPA 3.95

M.A., Management and Leadership, Webster University ( 2007 ( GPA 3.94

Doctorate of Business Administration, Global Ops & SCM, Capella University,

Exp. Graduation 2017

References

References and Supporting Documentation Furnished Upon Request

Contact this candidate