Customer Service Quality Assurance

GUILLERMO T. CARRILLO

PSL, FL 912-***-**** ***********@*******.***

www.linkedin.com/in/guillermo-carrillo-b3b522b3/

SUMMARY

Fleet Maintenance Manager, Senior Logistics Management Professional and Military Veteran with extensive background driving leadership, direction, and oversight. Over 20+ years of proven experience in planning, coordination, and execution of logistics operations within complex, fast-paced systems within the United States Army. Possesses a comprehensive background in Operations, Project Management, Maintenance Management and Logistics Management derived from conducting domestic and global operations. Career supported by a Bachelor of Science in Technical Management and specialized military training. Holds an active Secret SCI Security Clearance. Bilingual with fluency in both English and Spanish.

• Customer Service • Quality Control/Assurance • Human Resource Management

• Organizational Leadership

• Data/Trend Analysis

• Training and Development

• Policy Implementation

• Organization/Communication

• Risk Mitigation

PROFESSIONAL EXPERIENCE

Louis Berger Infrastructure Asset Maintenance: Aug 2021- Nov 2023 Project Manager

• Directs Four Managers, with 25 total employees in the execution of daily operations.

• Coordinates with corporate resources on logistics, recruitment, third party claims, accounting, safety, quality assurance and information technology

• Manages client relationship as the main point of contact for the FDOT and stakeholders and three Operations Centers.

• Responsible for customer service, problem and conflict resolution, quality assurance, deliverables, and other scope requirements for four Counties (Broward, Palm Beach, Martin, and Saint Lucie Counties)

• Manages all aspects of scope, schedule, and budget to drive efficiency and financial success.

• Assists supervisors in establishing work plans to maintenance/repair activities, e.g. drainage, pavement, mowing, line striping, landscaping, signage, bridges, etc.

• Respond to emergency situations (e.g. hurricanes, floods, etc.) twenty-four hours a day.

• Abides by and ensures compliance with company processes, policies and procedure Akima Support Operations: Feb 2021 – July 2021

Quality Control Manager

• Responsible for developing, establishing, implementing, and continually improving a complaint Quality Management System (QMS) IAW ISO 9001 within all departments on the project.

• Evaluate the overall performance of all departments based on ISO requirements, statutory and regulatory requirements, PWS (contractual) requirements, and QMS requirements.

• Conduct process and product measurements and analysis IAW ISO 9001. Monitors and assists with resolving corrective and preventative actions as necessary and metrics that include charts, graphs, reports, etc.,

• Evaluate Maintenance GCSS-Army reports for performance trends, indicators, and potential problem areas. Initiates actions/corrective actions to resolve problems and prevent delays in production.

• Act as liaison with the Government Contracting Office’s Representative (COR) and Quality Assurance Evaluators

(QAEs) to resolve problems identified through government evaluations. United States Army: Various Locations: Feb 1993- Feb 2021 Senior Logistics Analytics Manager:

• Served as the Senior Logistics Officer serving 8 subordinate organizations, consisting of over 20K personnel, 70 fleets, and 8,000 reportable organizational systems

• Oversaw the planning, implementing, and execution of logistical operations in support of training, and worldwide contingencies in support of US and coalition forces

• Analyzed product delivery and supply chain processes to identify or recommend changes

• Coordinated with Logistics Agencies supply chain operations, vendors, sales, customer service, distribution, and accounting to ensure orders shipper estimate shipping date (ESD) GUILLERMO CARRILLO Page 2

Senior Logistician:

• Supervised the maintenance work scheduling of 5 organizations and execution of a $130M annual budget, supporting 24K personnel, over 70 fleets, and 11K reportable systems

• Responsible for employee performance management and disciplinary action and for adherence to department budget

• Directed the scheduling of daily transportation with logistics service providers and ensuring LTL freight carriers are utilized and billing is done using the internal Enterprise Resource Planning (ERP) system and System Application Product (SAP)

• Ensured daily/weekly performance reports are completed and communicated

• Supervised the on-going monitoring of logistics network and coordinates with other Logistics Operations Center

(LOC) operations & regional logistics operations to ensure on-time delivery of line-haul shipments Senior Maintenance/ Operations Manager:

• Managed the maintenance operations for a 3K vehicle maintenance facility and distribution facility function while maintaining excellent safety and housekeeping standards

• Supervised 24 first line supervisors and 215 technician employees; including employee’s labor hours by adjusting according to operations procedure and workloads

• Facilitated $2.1M savings within a 3-year period by coordinated all distribution and Maintenance activities, operations, and hold forth staff to comply with business rules, process, and established procedures that became new Standard Operating Procedures (SOPs)

• Responsible for supervising logistics personnel in Logistics Operations Center, oversaw dispatch operations and networking monitoring

• Liaison across multiple cross-functional teams to ensure product cost, manufacturability, reliability, product quality, safety and compliance, and go-to-market strategies are met

• Responsible for conducting reoccurring Safety, Hazardous Material and Safe driving training

• Ensured Operational teams such as Planning, Logistics, Field Operations, and Reverse Logistics functions are prepared and regularly up to speed with any information that may impact them during the product launch time frame

• Monitored overall performance and cycles versus scheduled preventative maintenance inspections in an effort to drive increased equipment reliability and ensure operational performance measurements are met EDUCATION SPECIALIZED TRAINING

Bachelor of Science (B.S.), Technical Management Embry-Riddle Aeronautical University, Minor in Aviation Safety

Associates, Computer Science Monroe College

Systems Acquisition Management Certificate Acquisition Ethics Certificate Certified Training Instructor Supply Systems Technicians Certificate Defense Package of Hazardous Materials for Transportation Certificate Logistics Management Development Certificate Environmental Compliant Certificate ISO Quality Management System 9001-2015 ISO 19011:2018 Management Systems Auditing Blackboard Certificate Contracting Management Problem Solving Lean Foundation 5’s Practitioner Lean Six Sigma Green Belt TECHNICAL SKILLS

Software: Microsoft Office (2010), SharePoint, ERP/MRP Operating Systems: Mac / Microsoft Windows (95, 98, XP, Vista), Windows 10

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