Customer Service Inside Sales

Josue M Pacheco (JP)

Concord, NC ***** 862-***-**** **********@******.*** www.linkedin.com/in/josue-m-pacheco-jp/

EXPERIENCED LEADER-ENGINEERING-PROCUREMENT-SUPPLY CHAIN

Experience leader with cross-functional experience in procurement, supply chain, process improvements, sales, and engineering. Build/sustain customer relationships, manage logistics, and analyze data to solve issues and improve performance. Organized professional adept at implementing new technology to improve customer service and efficiency. Bilingual in English and Spanish.

Core competencies include:

Strategic relationship management Contract / pricing negotiation Process Optimization Customer Service

Logistics Regulatory Compliance Inventory Management Project Management Budgeting

IT Inside Sales SAP Microsoft Dynamics Cisco Webex / Network ConnectWise QuickBooks Customer relationship manager (CRM)

PROFESSIONAL EXPERIENCE

SIGMA RIDGE, LLC New York, NY

Operations Manager 04/2017 – Present

As part of -a new organization start up – led IT department, including inside sales, procurement, and engineering services with 3 direct reports. Created and manage customer/partner relationships, lead quarterly reviews to discuss key service parameters, performance, and new pipeline opportunities. Managed network installations from project development through implementation and coordinating network system support. Partnership with key stakeholders to optimize systems usage.

Elevated sales revenue to +$500K in first year and +$1M in second year by developing client relationships and contract negotiation with 9 IT vendors.

Minimized customer downtime by ~50% during network outages by working directly with vendors for root cause analysis and issue management.

Excellent customer service reports while improving forecasted timelines by liaising between end users and technical experts; received accolades and appreciation consistently from clients.

Implemented new VoIP phone system to 250 nationwide users without business service disruptions by project planning and coordinating with nationwide offices ensuring training/support as part of deployment.

Attained +$60K monthly sales income by constantly developing new sales channels, such as Amazon with +300 product configurations.

TEKSCAPE IT, LLC New York, NY

Inside Sales and Operations Manager, IT Services (Cisco, Microsoft, Dell, HP) 10/2014 – 03/2017

Managed domestic/international shipments, including forecasting time/cost using CRM software and ensuring 100% on time deliveries. Fostered relationships with multiple service vendors regarding facilities, maintenance, and internal supplies and opened new channel of communications to expedite service requests. Liaised with building management for compliance, tenant occupancy conditions, and other ad hoc facilities requests.

Saved organization $200K in first year and boosted ROI by managing contract negotiation with vendors, delivering precise sales forecasts, consolidating shipments, and negotiating better freight terms.

Achieved +95% personal customer satisfaction by processing 150-200 incoming purchase orders monthly and accurately entering client orders into ConnectWise CRM.

Exceeded client expectations, consolidating vendors and implementing new processes to track shipments, avoiding project delays.

C- AXIS, INC. Caguas, PR

Lead Buyer, Medical Devices Contract Manufacturing 03/2013 – 09/2014

Controlled $300-400K inventory and directed customer shipments. Managed projects including surveillance system installation, building maintenance contract implementation, BMS (Building Management System), and hazardous waste area control compliance. Managed shipping and delivery accuracy and collaborated with shipping agent.

Improved delivery rate 50% and reduced shipping complaints on ~25 weekly orders by managing logistics and issuing timely shipping instructions.

Prevented raw material shortages and improved customer service levels 40% by implementing maximum/ minimum programs on raw materials.

Saved 40% annually by developing freight contracts with selected suppliers.

Developed and improved standard processes in Purchasing department by pursuing continuous progress in operation efficiency, partnering regularly with supplier on forecast, and confirming/changing delivery dates.

Minimized environmental impact by creating recycling program to properly manage/recycle machine coolants.

PLASTEX CORPORATION Isabela, PR

Plant Logistic Coordinator/Customer Service/Inside Sales, Recycling and Manufacturing Services 07/2010 – 02/2013

Coordinated sales and delivery processes from supplier to customer within Puerto Rico, Dominican Republic, Trinidad and Tobago, and Barbados. Managed +150 customer portfolio. Processed manufacturing equipment orders, negotiated prices and delivery windows.

Exceeded customer expectations with 95%+ in customer service (internal KPI) by ensuring timely shipments, correct lots, and high order volume.

Increased process efficiency 50% by designing new standardized Purchasing and Planning logistics procedures and discussing forecast with vendors/clients.

Amplified employee performance 25%, reduced turnover, and retained 100% of new hires by training new logistics staff and creating SOPs.

STRYKER PUERTO RICO Arroyo, PR

Buyer/Planner, Medical Devices Corporation 06/2006 – 06/2010

Created and coordinated master production schedule (MPS) in SAP and managed daily production. Coordinated logistics planning, scheduling, and related engineering trials for manufacturing unit. Collaborated with New Products team on new product development and line extensions and acquired budgetary estimates of materials, components, and equipment.

Improved communication with manufacturing supervisor by forming production meetings, calibrating plan daily, and gleaning more knowledge of manufacturing process.

Maintained +98% service levels/product availability and 99.5% in customer service by sustaining availability with manufacturing units and communicating forecast/timeframe expectations.

Decreased inventory 34% ($200K) by sustaining inventory levels (FG & RM) and dollars within established objectives.

Accomplished 98.5% on-time completion for all product lines by improving communication with manufacturing leaders and reviewing forecasts.

EDUCATION AND CERTIFICATION

POLYTECHNIC UNIVERSITY OF PUERTO RICO San Juan, PR

Bachelor of Science in Industrial Engineering

Certification:

CMNA – (Certified Meraki Networking Associate) CISCO SYSTEMS BOSTON – Boston, MA

ITIL Foundation Certificate in IT Service Management Axelos

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