Customer Service Administrator
Resume:
Armando Diaz
Cell 954-***-****
*********@*****.***
Summary
Seasoned Customer Support Administrator level II with purchasing, warranty, pool and repair programs management experience. I am a proven professional who has supported the aircraft service aviation industries for the last 33 plus years along with experience in various industries which includes, United State Postal Service (UPS) as a delivery driver and a general manufacturing buyer, logistics and warehouse management. I excelled working from home office for 14 months due to Covid-19. I have completed my last dose of covid vaccine shot March 2021.
I am looking for a Job opportunity where I can invest my extensive work history and background toward to a new carrier.
Experience:
o 33 years Aerospace Industry
o Purchasing and planning
o Quality Control Discrepancies
o Strong analytical skills
o Contract Administration
o Warehouse logistics
o Strong Organizational skills
o Warranty Contracts and Repair
o Proven Customer Service Skills
o Salesforce/SAP
o Bi-Lingual
o MS Office Suite
o Outlook/Teams
o Kaizen Program
Key Accomplishments
● Held various positions of increasing responsibility at Embraer and was assigned to the team supporting JetBlue during the aircraft’s initial “Entering into Service” as a Spare Parts Specialist.
● Flew on-board with Embraer, and the JetBlue team on the E190 maturity flight performing touch and go landings allowing JetBlue’s team to familiarize themselves with the aircraft and the supporting team.
● Coordinated all processes with Live TV service on the aircraft and supported the initial on-site installation of the Live TV system on new aircraft.
● Managed aircraft repair orders reducing total TAT to less than 30 days for the last three quarters of 2020.
● Co-leader on a Kaizen Project “Drop Ship Movements” and was responsible for implementing new processes affecting the commercial side of warranty items.
● Aircraft spare parts warehouse management and quality control efforts resulted in expedited problem resolution and improved customer satisfaction.
Professional Experience
Embraer Aircraft Services, Ft. Lauderdale, FL July 1988 – May 2021
● ● Airline Airways, (EAC players Air Supported Responsible FLL) Canada, included Customer many and for Republic, POOL EAMS. of Service Embraer’s (SAP, American and Sales Support customers Force, Eagle, Administrator Flyembraer/providing SkyWest, Copa, to Epool, II provide Austral, WRCS, customer Horizon, February Cockpit service Mesa/Micro 2016 and AAR, Word, –May assistance. Aeroméxico, Excell) 2021 Key US Repair Management and warranty programs.
Armando Diaz
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● Served as Administrator for Special Programs to Copa Airlines when they joined the repair management
● contract. Supported an average of 120 orders on a monthly basis, ensuring repair orders were processed correctly and in a timely manner. This included interfacing with Repair Management, FLL Quotes, FLL Engineering, and Customs
● Compliance Responsible Team. for working with Schenker Co. to ensure Copa Airline shipments were processed for repair accordingly, and interfaced with all locations to solve discrepancies holding shipments.
(EAC FLL) Product Customer Support Center Agent (PRC) August 2011 - February 2016
● Responsible for assisting Austral with entering the POOL Program, implementing and aligning all processes related to the Pool, Warranty, and Simulator parts. Generating daily back order reports and being their main point of contact
● Responsible for placing orders for all Pool and Warranty customers, expediting and supporting them with parts.
● Worked various shifts when needed to cover the needs of the department and our customers.
● Created (EPEP) Parts Exchange contract with customers for non-contracted parts.
● Processed orders and scrapped materials according to the work instructions.
● Created warranty orders and responded to warranty related issues.
● Proficient in many systems and processes needed to support the Pool Customers(SAP, Sales Force, Flyembraer/Epool, WRCS, Cockpit Micro Word, Excell)
● Proven in my ability to work with several systems and various processes all while maintaining excellent customer support.
Customer Care Agent February 2005 – August 2011
● Supported JetBlue, US Airways, Copa, Taca, and Austral in this role.
● Shared in the responsibilities of a spare parts representative by assisting with spare parts issues, AOG’s and interfacing between the customer and Brazil’s Order Desk.
● Opened, evaluated, and administered warranty claims.
● Evaluated shop finding reports and engaged the EACS Technical Team to determine if warranty was applicable.
● Expedited units at repairs with vendors and monitored the return ensuring the material was processed to the customer promptly.
● Escalated customer complaints to the Repair Management Team when repair vendors were not providing the support to meet the customers’ expectation.
● Assisted customers with processing units being held in their quarantine cage due to missing documents, wrong information, mis-shipments, etc. (Spare Parts and Repair orders)
● Prepared weekly and monthly reports which included reconciliation of open repair back orders, researched invoice discrepancies resulting in prompt payments.
● Interacted with customers during on-site visits to improve and promote good working relationships.
● Provided customer monthly reports, developed and delivered quarterly presentation to other departments.
● Triaged technical issues to the appropriate departments for resolution and followed up on customer’s behalf. Customer Support Representative for the 120 Operators March 2004 to February 2005
● Conducted problem solving and trouble shooting during daily activities, which included quality issues, resolving order entry discrepancies, issuing of credits, and billing back to Embraer, Brazil.
● Gave full support to all 120 operator needs and issues, this included travel to their locations when necessary.
● Aligned processes and procedures to enhance the workflow between Operators, EAC FLL and EMB SJK facilities.
Supply Administrator January 2003 to Mar 2004
(Transferred from buyer to supply administrator)
● Obtained supplier corrective actions through Purchasing and Contract Administration and enforcement.
● Resolved Quality Control Rejections by communicating with suppliers and interfacing with the Quality Departments to get corrective actions implemented and receive the material.
● Negotiated and enforced contractual requirements with suppliers. Armando Diaz
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● Communicated with domestic and international representatives concerning commercial aspects inherent to the logistic process.
● Established Corrective and Preventive Action related to departmental functions and procedures. Embraer Buyer, Aircraft Parts July 1988 – January 2003
● Performed analysis of material consumption and researched sales history in order to make sound decision in the purchasing for stock replacements.
● Interfaced with all departments to provide accurate information related to purchasing and logistics of parts.
● Negotiated pricing, deliveries and expedited upgrades on past due material.
● Monitored goods rejections issued by the Inspection Dept. to minimize the level of discrepancies.
● Secured supplier’s corrective actions through Purchasing and Contract Administration.
● Created and implemented procedures necessary to improve parts processing.
● Traveled outside of the state and country to visit vendors, performed on site reconciliation, negotiate pricing and improve delivery, along with inspection of their facilities. General Manufacturing Inc – Purchasing Agent/Warehouse August 1986- July 1988 Fort Lauderdale, FL
● Responsible for purchasing all manufacturing materials and office/shop supplies.
● Negotiated best pricing, monitored scheduled deliveries, interfaced with vendors and held meetings to evaluate their performance.
● Supervised shipping and receiving clerks in the warehouse.
● Oversaw the placement, labeling and inventory of supplies in the warehouse.
● Made recommendations to management on improving process and the implementation of new procedures. United Parcel Service – Delivery Driver Nov 1979 -1988 Miami, FL
Education:
Graduate at Hialeah Sr. High School
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