Director of Services, Americas.

FEDERICO LOPEZ

Director of Services, Americas.

MBA, BS Computer Science, Bilingual

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

Cumming, GA 30041

Home: 678-***-****

Cell: 674-***-****

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

Dedicated service manager with 20+ years of experience designing, managing and executing projects of systems implementation.

Responsible for all the projects of the company in North America and Latin America.

Experienced in ERP systems, PLM, Business Intelligence and Demand planning

Respected professional and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment.

Lead by example and ensure the execution of all safety, security, quality and company operations policies.

AREAS OF EXPERTISE

Customer Service Management

Complaint Handling & Resolution

Manufacturing and Distribution Operations Management

Planning and Budgeting Management

Customer Satisfaction Enhancement

Front-End Supervision

Sales & Margin Improvement

Teambuilding & Training

Cost-Reduction Strategies

Order Fulfillment

PROFESSIONAL EXPERIENCE

Datatex TIS Inc -- Alpharetta, GA, 12/03 to Present

Director of Services Americas, 04/12 to present

Project Manager, 12/03 to 03/12

Promoted to manager position to implement services methodology, improve customer satisfaction, train and supervise project managers, consultants and programmers from all over the world. Develop an environment in which customers enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations in projects to ensure customer satisfaction at the end of the projects.

Selected Contributions:

Increased average project profitability by 15 % in 2013, benchmarking a record-setting improvement. We have maintained the project profitability since then. (within 2% deviation)

Elevated customer-satisfaction index at the end of the project from 86% to 92% within two years; ensured meeting customer expectations to preserve customer loyalty.

Executed the largest project of the company within planned time and budget. This project included all business areas of the customer.

Previously I worked as Senior Consultant in multiple companies, providing consulting services in different type of applications and industries.

EDUCATION AND TRAINING

Monterrey Institute of Technology, Monterrey, Mexico, 08/10 to 12/13

Master Degree in Business Administration (MBA); concentration in strategic planning

Monterrey Institute of Technology, Monterrey, Mexico, 08/1993 to 05/98

Engineering Degree in Computer Science; concentration in Manufacturing Automation

Training: Completed numerous courses and seminars:

Project Management (Boston University).

APICS, Production Activity Control, Inventory Management and Master Planning

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