Customer Service Manager

VICTORIA P. BALLOS Mobile: 210-***-****

**** ******** *** *****: ************@*****.***

San Antonio, Texas 78249 www.linkedin.com/in/victoriaballos

PROFILE: GLOBAL SUPPLY CHAIN MANAGER

Resourceful, dynamic, highly skilled operations, global logistics, material resource planning and supply chain management professional having a broad range of experience in fast-paced global distribution and operations environments. Established strengths in vendor management, efficiency improvement and profit optimization. Proven track record of success in creative and effective leadership of diverse teams and global logistics. Flexible, adaptable, results driven and committed to Total Quality Management. Technically skilled in Manugistics, SAP, MS Office Suite, Crystal Reports, QuickBooks Professional, and Fishbowl.

CORE COMPETENCIES

Global Supply Chain Management – Global Logistics & Warehousing – CMO Qualification & Management

Operations Management – Strategic & Operations Planning – Contract & Service Level Negotiations – Purchasing

Materials Management – Material Resource Planning –Multi-Site Management – Cross-Functional Leadership

Staff Training & Development – Customer Service Programs – Communications & Instructions

Vendor Relations – Transportation Analysis & Planning – Contract Development & Execution

Human Resources – Regulatory Compliance – Policy & Procedure Development

Time & Resource Management – Recording & Reporting – Cost Control

PROFESSIONAL EMPLOYMENT HISTORY

Prosavant International LLP – Consultant (2015-Present)

Business Consulting Services Provider

Consultant for operations and logistics management within multi-company organization and external clients. Provide guidance for planning, analyzing and execution of all facets of operations.

Innovative Trauma Care Corp. – Senior Manager of Operations & Logistics (2012-2015)

Medical Device Manufacturer

Responsible for all out-sourced manufacturing and distribution operations. Created and managed customer service, shipping, and warehouse departments to meet production demands at manufacturers. Accountable for all schedules and materials to meet sales forecasts. Administered Human Resources plans/programs and operating budgets; trained personnel on all systems, processes, and procedures for domestic and international operations. Negotiated and maintained all vendor agreements; served as primary liaison between manufactures and all internal departments.

Notable Achievements:

Planned and opened a new domestic warehouse/distribution center. Organized and managed the establishment of a new warehouse and distribution center for a start-up medical device company. Vetted and selected a MRP system that saved over 25% in operating costs and partnered with UPS for 35% off of shipping costs.

Created and implemented Operations Quality Process Manual. Established all operational processes and procedures for FDA compliance and reduced error rate by 100% through manufacturing requirements best practices.

Expanded international distribution center. Initiated move from small-scale distribution center with limited services to large scale center servicing 390+ international locations with multi-tiered services. Planned and managed the move of inventory, customer service and logistics. Selected location and coordinated operations with on-site IT training. Attained 30% discount for product movement at start and immediate reduction in back orders by 10%; increased customer fill rate in first month; realized a 20% increase to inventory accuracy resulting in reduction to cycle counts; increased inventory turns on high velocity items from 3 to 8 turns a month, and grew in-bound inventory receiving accuracy by 18%.

Improved order fulfillment process to reduce costs. Analyzed receiving, order entry, order release and shipping processes to determine best practices. Moved orders into kit building process to achieve 100% picking accuracy for foreign language driven orders. Standardized pick, pack and ship process to coincide with quality inspection systems to create same day shipping. Reduced shipping errors from 62% to 98%.

Expanded direct only medical supplier to distribution. Took the leadership role in working with supplier to move from a direct only sales platform to direct sales along with sales through distribution. Was successful in moving the supplier’s product line through distribution and by year two moved to 2% cash terms realizing a profit of $1.2M annually.

Executive Team member for Version 2 of hemorrhage control medical device. Worked with contract manufacturer to improve the design and to reduce manufacturing cost this realized a reduced into stock cost per device by more than 50%.

Supplied finished product to domestic and international distribution centers. Coordinated raw materials into contract manufacture from multiple international points to meet production demand scheduling and post sterilization of finished product out to Europe and United States distribution centers and maintained over 90% order fulfillment rate in both domestic and international order fulfillments centers.

Shifted company to utilization of PO process. Moved company spends from arbitrary spends per department to total purchase order process in first 30 days of employment. Improved accounts payable visibility to company expenditures within 60 days.

Launched a license plate receiving process with major medical manufacturer. Worked with 3-M to launch within my warehouse the license plate receiving-to-pay process. Drastically improved receiving to put-a-way process by 75%. All receiving information reported back to 3-M in same day by EDI functionality in evening batch process.

Vidacare Corporation – Senior Buyer/Planner/Logistics (2007-2012)

Manufactured and Distributed Worldwide Interosseous Medical Devices for Trauma Patients

Responsible for all purchasing, logistics and inventory management of domestic/international business, MRP, certified hazmat shipper and trainer. DOT compliance and DOT audits. GSI worldwide labeling compliance.

Notable Achievements:

Directed distribution center purchasing and inventory management activity to reach 97% fill rate for incoming stock. Lead operations to respond to just-in-time requests. Coordinated with center manager, suppliers, sales staff and customer service to administer the entire purchasing lifecycle, which reduced dead stock from $3.2M to $500K within the first year.

Standardized resource planning process with new inventory management system. Selected and installed an inventory management system for inventory management and rolled it out to distribution center in North Carolina and corporate office. This system was instrumental in capturing lot- specific tracking inbound and outbound to the end user.

Reduced shipping costs globally. Partnered with shipping companies for small package shipments, freight forwarders for large shipments globally which drove down shipping costs across the board by over 25% to a start-up medical device company, with no shipping history.

Developed process to bring distribution center to FDA relabeler status. Worked with staff at distribution center to achieve their FDA Re-label certification status, which allowed the distribution center to perform kit building and was instrumental to our successful business partnership.

Owens and Minor Corp. – Manager of Supplier Relations (2004-2007)

Nation’s Largest Non-Branded Medical Products Distributor

Strategic direction in creation of new efficiency programs resulting in bottom line margin growth.

Improved cross-functional teams and the management of vendor relationships.

Notable Achievements:

Implemented creation of new efficiency programs to improve cross-functional operation profitability for major supplier.

Standardized processes for distribution centers and AP teams. Reorganized receiving to pay process in 53 distribution centers across the country that realized $1.2M in cost savings in the first year.

Negotiated product line into-cost savings. Identified cost savings potential in training item and worked with supplier for reduction in acquisition cost that resulted in acquisition cost from $25.00 per item to $17.00 per item. Utilized this negotiation tactic for all suppliers and vendors.

Reduced into stock costs on training materials. Lowered cost from $20.00 per item to $12.00 per item; this training “skin pad” is primary in training to use the hemorrhage control device.

Facilitated new product introduction with cost reduction. Instrumental in the launch f version II clamp; removed into stock cost from Version 1 of $24.00 each to Version II into stock cost of $9.00.

Negotiated successful IT services contract. Attained a 12% reduction in cost for all technical services.

Owens and Minor Corp. – Manager of Product Pricing/Alternate Pricing (2002-2004)

Nation’s Largest Non-Branded Medical Products Distributor

Responsible for overseeing purchasing, receiving and inventory control functions for 53 distribution centers across the country for secondary supply transactions. Sourcing and acquisition of additional secondary source suppliers to the program that directly increased Program profitability.

EARLY ROLES as Richmond Distribution Center Inventory Manager, Owens and Minor; Buyer, Henrico Doctors Hospital; and Assistant City Planner (Internship) City of Poquoson.

EDUCATION

Bachelor of Arts in Political Science, Christopher Newport University, Newport News, Virginia

Business Administration Credits, Overseas Study in Munich, Germany through University of Maryland

Graduate of Academic Study, Aviano American High School, Aviano Air Base, Aviano, Italy

PROFESSIONAL TRAINING

Certified in hazmat shipping and training 2013

GS1 Training for Medical Device Labeling 2013

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