Customer Service Process Manager

Cris Cristadoro

****.*.**********@*****.*** 303-***-**** Castle Pines, CO

https://www.linkedin.com/in/cris-cristadoro

To whom It May Concern:

I am currently looking for an opportunity to bring an excellent track record, a passion for excellence, and a strong educational base to a company in need of a problem solver.

I bring to the table much of what your firm has listed in your requirements summary:

I have served in leadership positions over my career, most recently running business operations for a 70+ personnel architect & engineering firm. Included in my duties was the day-to-day functioning of operations processes. Responsible for ensuring all customer processing expectations are achieved while maintaining sound controls to minimize risk.

I joined the company grossing $200K annually and we grew it to a $10M firm over a 5-year period.

I was tasked with quality and process management for work groups. I had oversight for process management and improvement. I coordinated the development, implementation and reviews of processes and internal controls to maintain services to meet external client requirements, cost effectiveness, and the effective management of operational risks.

Directly support company owners to align Operations’ goals, objectives and activities with the strategic business objectives. Establishes objectives and performance targets, and measures performance relative to these targets. Promotes a culture of delivery and achievement.

I managed cross functional relationships and developed sources and relationships with external companies to support work statement where resources fell short of requirements.

In support of company ownership, I provided strong risk management oversight. Works to minimize processing and servicing errors. Creates an environment where problems/errors are readily identified, appropriately communicated to ownership, promptly remediated and addressed at the root cause to prevent reoccurrence.

Promotes sound risk management and business continuity practices and proactively escalates control weaknesses and emerging risks to company ownership.

A major emphasis of my leadership role was fostering a culture of continuous improvement. I regularly identified opportunities and recommended compelling solutions that enhanced processes and optimized company profits. I optimized effectiveness and productivity through the use of best practices and key performance indicators (KPIs). Communicated and built a commitment to positive change and helped lead a culture that enabled staff to achieve results in a changing environment.

Successful business requires strong, positive relationships in all directions. On a daily basis I worked with key stakeholder groups, senior executives and peers, communicating with clarity and transparency, demonstrating influential leadership, and supporting the execution of the firm’s strategic business objectives.

In my past I was responsible for developing an effective disaster and business recovery plan for designated area(s) of responsibility.

I have assisted company ownership with budget preparation. I assisted in the monitoring and control of operating expenses in multiple areas including Other Direct Costs (ODC) such as travel and printing costs..

I assisted with the management of workflow and monitored adherence to procedures for company ownership.

I assisted in the preparation of operations metrics and ad-hoc management reports. Develops or assists in report development for use in servicing, quality control, review, and statistical monitoring of team transactions/accounts, including departmental metrics including Actual versus Budget expenditures.

Served as an escalation point for servicing issues identified by internal or external customers.

Fostered a culture of integrity, teamwork, inclusion, personal excellence and accountability.

Basic Qualifications

I have an MBA from Pepperdine University.

I have an appropriate combination of education and experience working in management positions for both large and small firms.

More than five (5) years of management experience managing multiple work groups and projects in multiple industry sectors.

A Review of Preferred Qualifications With My Experience, Education and Skillsets:

I have proven experience managing complex multi-functional operations, processes and teams in highly technical environments including rocket science.

I have limited experience working with internal and external auditors including the US Government’s DCAA regulatory examiners.

Excellent analytical and problem-solving skills and detail orientation, with the ability to apply creative and innovative solutions and focus on profitability while meeting the needs of the customer and the business.

Demonstrated competence in identifying risk areas, analyzing options and new opportunities, and proactively determining appropriate mitigation strategies. I was a leader in creating a risk management process for a multi-billion $ firm (United Launch Alliance) for which I received a $10,000 recognition award.

Knowledge of project management and implementation techniques, process reengineering, and change management. Trained in PMP principals and taught project management to our project managers on a monthly basis.

Demonstrated leadership, decision making and team building skills, with the ability to mentor, train, and motivate people.

Excellent interpersonal, customer service and negotiation skills, with the ability to work collaboratively and build and maintain effective working relationships with all levels of associates and management across the company, and internal and external customers. Able to effectively promote services and represent the company to internal and external customers.

Excellent organizational and time management skills, with the ability to manage and schedule workload and projects in order to navigate peaks, prioritize competing commitments, and complete assignments in accordance with established deadlines.

Excellent verbal, written communication and presentation skills. (Excellent multi-tasker)

Knowledge of Microsoft Office applications (Outlook, Word and Excel) and applicable business software applications, including databases, queries and reporting.

Director of Business Operations

High performing PMP trained Project and Process Manager excelling in organizing and managing complex proposals and programs of strategic importance to the enterprise. Known for skillfully communicating across all business and engineering disciplines to drive a clear understanding of key requirements, metrics, and appropriate actions to achieve desired results. Passionate about customer service and taking a large number of moving project pieces involved with internal processes and integrating them with external customer products and services to drive bottom line profitability.

Project Management I Relationship Management Innovative Change Management I Exceed Customer Expectations Exceptional Communication Skills I Proposal Management

Career Summary and Achievements

Valhalla Engineering Group, LLC

Director of Business Operations, Englewood, CO 2017-2022

Major contributor growing a start-up $200K firm into a $10M firm over a five (5) year period.

Developed recommendations to ownership for quantitative and qualitative metrics, guidelines, and standards by which the company’s efficiency and effectiveness can be evaluated; and that identifies opportunities for improvement.

Support Director of Business Development

Reviews, analyzes, and recommends business procedures.

Reviews, analyzes, and recommends policies and procedures that will improve day-to-day operations.

Oversees identification and selection of external sources for technical support.to supplement internal resources

Provide critical support to ownership to plan and implement budget forecasts and provide visibility to department heads on actual expenditures to achieve financial objectives.

Responsible to train project managers on project management principles while providing day to day mentoring

Communicates and explain policies or procedures to managers; for major changes, meets with entire operations staff to explain changes, answer questions, and maintain morale.

Improves customer service and satisfaction through recommendations for policy and procedural changes.

Leads coordination and integration of efforts among operations, engineering, technology, and customer service divisions to produce smoother workflow and more cost-effective business processes.

Projects a positive image of the organization to employees, customers, industry, and community.

Performs other related duties as assigned.

United Launch Alliance (JV Boeing/ Lockheed Martin)

Program Management Office, Denver, CO 2007 – 2016

Utilized strategic business development skill set and cross-functional teaming to penetrate critical adjacent sales markets

Key leader in definitizing the Interim Cryogenic Propulsion Stage (ICPS) program (The Boeing Company & NASA), a $150+ million program

Led cross-functional team to secure the Commercial Crew Transportation Capability (CCtCAP) contract in support of the Boeing Company, worth >$1 billion

Earned Business Unit’s highest-level award for recognition as outstanding achiever

Process improvement leader reducing proposal cycle time by 40% and a cost reduction of over 50%

Secured FY13 USAF Block Buy contract valued >$13 billion

Led the collaborative integration of compliance documents shaping them to conform to existing CONOPS driving down costs by 10% and simplifying program execution.

Key leader of Audit Response Team responding to USAF/ DCAA & DCMA fact-finding questions achieving 100% on time performance to customer need

Proposal manager for Cryogenic Propellant Storage & Transfer Study (CPST), Fiber Optic System Study (FOSS) Phase II and other miscellaneous space launch program efforts

Business Management – Finance Manager Huntington Beach, CA 2006 – 2007

Led team of financial analysts responsible for providing financial data/ analysis in support of Engineering and Functional Management teams.

Groups included Electrical, Mechanical, Systems Integration & Analysis, Mission Design, Chief Engineer’s office, Business Management, Technical Management, and others.

Additional responsibilities included development and roll out of the Risk Management process in partnership with Central Engineering, including implementation of Risk, Issue & Opportunity (RIO), the enterprise management tool.

Earned Business Unit’s highest-level award for recognition as outstanding achiever

Lead Representative on Enterprise Risk Committee in support of Vice President of Business Management

The Boeing Company

Connexion By Boeing (CBB) Irvine, CA 2004 – 2006

Established and managed an international spares and repairs team responsible for supply chain pipeline valued > $40 M supporting 30+ international customers

Standardized process methodology in administration and management of customer accounts

Developed communication standards for fleet retrofit issues articulated via Service Letters and Bulletins

Incorporated PeopleSoft Customer Relationship Management (CRM) tool into “parts returns” process

Improved customer hardware support by establishing 24 X 7 coverage/ operations center

Led major Improvements with customer relationships resulting in reduction in repair/ return cycle time by 35% and cost by 20%

Led integration and collaboration with airlines and internal CBB organizations on problem reporting and resolution process team

Led development of cross-functional standards and integrated problem-solving methods to achieve consistency in identification and resolution of service-related fleet issues

Incorporated LEAN + principles and practices

Additional Relevant Experience

Connexion By Boeing

Supply Chain Manager

Sr Project Manager – Operational Services

Boeing Commercial Airplanes

Business Operations Manager – Program Management Office

Regional Account Manager & Chairman of the Warranty Committee – 737/757/767/777/747 Regional Account Representative – Spares

Other Boeing Assignments

Boeing Construction Company - Warehouse Superintendent

Boeing Marine Systems - Executive Development Program, Mfg. leader, QA leader Boeing International Iran – Tehran, Iran - Business Manager

Merrill Lynch

Account Executive/ Financial Consultant

o Built customer base of 300+ accounts valued >$10 million

Certification and Professional Development

Pepperdine Graziadio Alumnae Network (GAN) Leadership Council - Member

Certificate in Managing Projects in Organizations, George Washington University, School of Business and Public Management

Certificate in Project Management Professional (PMP), Villanova University

Certificate in Project Management – Tools & Techniques

Boeing Leadership Center - “Leading from the Middle” – graduate, St. Louis, MO. Other – 400+ hours of professional Boeing training covering broad range of disciplines- includes Project Management, Leadership and Managing World Class Competitiveness

Merrill Lynch Advanced Training – Graduate, Plainsboro, New Jersey

Numerous Achievement Awards from The Boeing Company and United Launch Alliance

Education and Professional Development

Master of Business Administration, M.B.A. - Global Business, Pepperdine University, Malibu, CA

Bachelor of Science, General Studies, Louisiana State University, Baton Rouge, LA

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