Project Manager, Supply Chain Planning & Customer Service

Cristina Ortiz

**** ****** **** *****

Lakeland, Florida 33803

863-***-**** *******************@*****.***

PROJECT MANAGEMENT / SUPPLY CHAIN PLANNING / CUSTOMER SERVICE MANAGEMENT

Resourceful, detailed oriented professional with over 17 years Supply Chain Planning, Customer Service

Management and Project Management experience within retail, domestic and international arenas. Expertise in

planning and implementing projects that boost productivity, sales, efficiency and reduce costs. A Hands on

Project Manager (considered a Closer) with proven skills in organization, motivation, coordination, development,

troubleshooting, and improvement of operations through the fulfillment of corporate initiatives that promote

process enhancement, premier customer service and a positive effect on the corporate bottom line.

SELECTED RESPONSIBILITIES AND ACCOMPLISHMENTS

● Successfully scoped, budgeted and implemented timelines for over 72 projects, impacting both retail

and support locations. Assessing potential risks and efficiently managing a minimum of 13 million

dollars.

● Deployed the Reach In LED Retrofit Project, which improved the aesthetics as well as the energy

efficiency of 980 stores with a return of investment within two and half years. Successfully negotiating

rebates with local utility organizations.

● Reduced purchasing budget and costs of lighting equipment by 3.8 million dollars per year, by

negotiating a Lighting Program for New Job Sites, Remodels and Maintenance related repairs.

● Enhanced superior logistics by developing and implementing a standard procedure. The Reverse

Logistics Initiative standardized the return process, facilitating the reuse or recycle of equipment and

proper cost saving practices.

● Reduced deferred remodel costs by 50% within an aggressive timeline (<120 days) and unplanned

locations. Locations previously averaged 500K, while the seven selected locations averaged under

250K.

● Successfully consolidated five call centers, acquiring multiple divisions and improving the work

performance initiatives of 24 associates. Creating guidelines, best demonstrated practices and

troubleshooting recommendations.

● Played a critical role in the implementation phase of new call center applications by the company.

Provided insight regarding operational needs, testing of potential improvements, and what became a

seamless rollout. Named as a key contributor and Power User.

● Improved productivity through the creation of a Business Contingency Plan. Resulting in efficient

communication and resolution during seen and unforeseen business disruptions.

● Support and manage five divisions of retail and support locations. Planning and maximizing equipment

validation, testing and roll outs for the Bakery, Deli, Produce, Meat/Seafood, Emerging Business,

Lighting and Real Estate areas.

Cristina Ortiz… Page 2

EXPERIENCE

PUBLIX SUPERMARKETS 2005 Present

Project Manager

Business Asset Administrator

Call Center Supervisor

CITI FINANCIAL 2004 2005

Escalation Team Unit Manager

WW GRAINGER, INC 1999 2004

Key Accounts Customer Service Associate

CELLULAR ONE 1999 1996

Customer Service Associate / Long Distance Specialist

EDUCATION / PROFESSIONAL TRAINING

Emerging Leader, University of Florida The Leadership Institute, Florida 2009

FISH! in the Workplace, Rockhurst University Continuing Education Center 2008

MBA, Industrial Management, Inter American University of Puerto Rico 2004

BBA, Communications Arts, University of Puerto Rico 1998

Additional coursework in 7 Habits of Highly Effective People, Taking the Fear Out of Feedback, Coaching Skills

for Leaders, Assertiveness Skills for Managers and Supervisors, Engaging Your Strengths, Preparing to

Negotiate On Shore/Offshore, Food Safety, Seventeen Indisputable Laws of Teamwork, ADA, Maximizing

Team Potential, Habits to Help You Move Forward, Procurement Fraud, Managing Relations with Customer and

Associates, ISM Annual Conference (2011), Antitrust Laws, Everyone Communicates Few Connect, Four

Leadership Behaviours, Managing Supplier Risk, The Oz Principle, Store Electrical Systems, Refrigeration 101,

Strengthsfinder and Effective Project Management (USF).

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