Customer Service Management

CHERRY BAUTISTA **** Sola Court, Dublin, CA ***** (650) 291- 5772 E-mail: ***********@*****.***

SUMMARY OF QUALIFICATIONS:

Managed over 1000 commodities and projects for Store Fixtures, Corporate and Store Office Supplies, Marketing, Facilities Services, HR Benefits, Prints, Corrugated Boxes, Telecomm and Store Supplies this included maintained inventory level, timely delivery of products/services, managed third party provider, onsite vendors/suppliers to meet business/contractual requirements and excellence

Oversaw all aspects of procurement (sourcing, contract negotiations, PO and delivery) for materials used in Fixtures and Store Supplies for all Gap Inc. brands (Gap, Banana Republic, Old Navy and Outlet Stores)

Negotiated and procured retail store fixtures and supply for a store base of over 3,000 locations ( Gap, Old Navy, Outlet and Banana Republic)

Managed over 60 Suppliers, an annual spend of 70 million, through the processes of qualifying, obtaining quotes, analyzing bids and awarded to vendor that meet business, service and cost requirements

Participated and led the negotiation, contracting and on-boarding process of all new, current/existing vendors contracts and agreement terms are constantly changing due to requirements or business needs with 4 Major Telecom Vendors (Verizon Wireless , Sprint, AT&T and T-Mobile), annual spend of $25 million with achieved cost savings of $3 million

Responsible for implementation and monitor system based KPI’s that measured the services of Suppliers performance to meet Business/Stakeholders/Company standards and requirements

CAREER HIGHLIGHTS:

Blackrock • Sourcing & Vendor Relations Manager – Global Strategic Procurement – Sept. 2009 – March 2011

Served as the primary liaison with over 20 vendors with total spend of $35million that supply professional services to Marketing, Facilities, and Human Resources, fostering the contract through the multiple stages to execution

Successfully worked over 150 contracts, with total spend of $20 million with Stakeholders and Legal teams to edit terms and conditions in contracts and statements of work (SOWs), ensuring clarity and adherence to company policy and external regulatory age

Administered 200 contracts for Facility Services Engagement, provided contract development and administration, with a lead role in Supplier negotiation for development of final costs in these contracts that targeted cost savings and meeting business requirements.

Reviewed contractual terms and conditions, including US regulatory requirements of over 100 Executed Facility Agreements & Statement of Work

Successfully promoted Procurement with entire Organization, to reinforce procurement involvement on cost/contract negotiations and other business requirements to ensure vendors/suppliers meets the Company Standards..

Managed over 35 Facilities Related Services Projects with estimated total cost of $800K from Initial cost negation to contract execution (i.e. Elevators, Storages, Moving, HVAC, Fingerprinting Equipments, Caterings, Car Services, Shuttles and all services related to Facilities for NY, NJ, UK and US locations)

Identified cost savings/Avoidance of $800K opportunities by looking at the current process on procuring services/products and how the existing contract was written to re-negotiate and redefining the requirements based on changes due to budget, economy and market trends.

Oracle • Commodity Manager – Global Strategic Procurement - Dec. 2007 – Mar. 2009

Conducted RFP/RFQ for Wireless Telecom service providers that achieved cost effective/savings of $1.5 million.

Facilitated & issued to 4 top Telecomm vendors (Verizon Wireless, AT&T, Sprint & T-Mobile) RFQ for Wireless service plans for Oracle employees and families to meet and beat the current market trend with new technology.

Responsible for the acquisition of over 100 products & services on a global basis for Oracle’s business units as well as ensuring alignment with global objectives, initiatives and supplier relationship with leverage Oracle’s overall spend and strategic supplier relationship

Successfully analyzed & processed data with special focus on mobile & wireless industry, cost of services and devices, variances and inventory

Vendor management, interface with suppliers and LoB to evaluate wireless technology

Maintained and updated Oracle Intranet website for wireless

Reviewed, managed and terminated over 300 contracts for all Oracle’s Mergers and Acquisitions

Researched and Analyzed data, pricing structures/plan, contract terms and conditions to achieve cost savings

Achieved over $1.5 million from RFP contract negotiations for Wireless/Mobility

Optimizing mobile and wireless plans and services

Managed over 26 contract, supplier, billing for remote access and mobile services

Gap, Inc • Analyst Strategic Planning & Relationship Management -Facilities Services Stores - August 2005 – Nov. 2007

Responsible for executing procedures and process improvements to meet or exceed customer service standards and department goals

Budget management - Annual approved budget development, tracking and reporting, spend/variance analysis and cost savings measurement, tracking and reporting

Responsible for MRO of over 3500 stores (Gap, Old Navy, Outlet & Banana Republic) US & Hawaii, for HVAC, Pest control and Fire Life Safety

Conducted KPI 300 Facilities Services vendors to ensure performance excellence and contract compliance

Extensive data analysis of over 600 work orders of work performed by brand, trade and regions to ensure vendor compliance and meeting SLA

Identified opportunities for $500K savings based on consolidation of spend, increased efficiencies and economies of scale both for Gap, Inc. and Suppliers

Assisted in developing internal/external benchmarks for category spend management including spend analysis and key performance measurement

Approved, analyzed, validated, reviewed & audited average of 60 HVAC, Pest Control and Fire Life Safety proposals/work order per day to determine contract compliance and exceptions that met our targeted cost and quality of service with excellence.

Identified category/spend opportunities to move the business forward proactively communicate issues before it comes a problem

Tracked & monitored current vendor SLA and in compliance with our current contract with total annual spend of $30 million

GAP, INC. San Bruno • Strategic Sourcing & Supply - Procurement

o August 2003 – June 2005 • Sr Buyer/Supply Management Specialist

o May 2002 – July 2003 • Procurement Specialist

o April 2000 – May 2002 • Asst Purchasing Agent

Primary Responsibilities

Negotiated and procured Gap, Inc brands retail stores fixtures, store supply, corrugated boxes and office supplies (Gap, Old Navy, Outlet & Banana Republic) of over 3500 Stores

Managed inventory commitments of over 1500 skus with $6mil spend to minimize Gap Supply/Fixtures liability while ensuring timely delivery of products and customer service levels

Managed over 80 vendors, annual spend of $60 million

Reviewed, prioritized and processed 800 requisitions/purchase order within specified Service Level Agreement for timely products shipment and payment

Processed and approved 500 purchase requisitions and place purchase orders based on projected Min/Max needs to meet quarterly supplies/services needs within authorized signatures.

Led, directed and coordinated the Gap Procurement team to transition 3000 Skus of Store Supplies transferred to 3rd Party Fulfiller

Procured and managed timely deliveries for Gap Brand Store Fixtures/Mannequins.

Supervised, collaborated and managed Onsite vendors of Corporate & Store Office Supplies with estimated over $1.5 mil. Spend

Successfully managed MRO for stores Walkie talkie for 3000 stores (all Brand) spend of $1.2 mil

Worked with Accounts Payables and Stakeholders on Purchase Order issues such as not transmitting to Supplier or non payment.

Worked on Vendor Scorecards, by meeting and discussing goals and performance feedback from Stakeholders

Vendor Management – ensure timely delivery of product, high level of customer service and contract compliant

Analyze monthly forecasting of supply and demand of Store Supply & Fixtures to support seasonal needs

Monthly Cost Savings reporting and other potential risk/liability for write off

Responsible for ensuring vendors are given appropriate authorization to perform work in accordance with Gap’s policies and procedures

Conducted market, vendor and spend analysis to direct and support business decision making

Collaborated with Brand Finance, 3rd Party Fulfiller, Brand Operations, Distribution Centers, Accounts Payable, Real Estate Law, IT and Vendors on activities/project related to current inventory managed

ACCOMPLISHMENTS:

Achieved $1.82 mil. Cost Savings for Walkie Talkie for all Brand and recurring thru 2006 due to contract negotiated to awarding Supplier

Led Store Supply Team Buyers and Gap’s 3rd Party Fulfiller transitioned almost 5,000 skus without jeopardizing any store requests or needs

Collaborated & Led with Gap 3rd Party Receiving & Buyers and vendors to expedite processing of receipts and fulfillment of store requests/orders to support peak season needs

Initiated, plan, implemented & executed over 200 Projects meeting service level expectations, quality products, excellent customer service and achieving cost savings

Conducted multiple RFP for various products for all Brand (Gap, Banana Republic, Old Navy & Outlet) such as Name pin Badges, Hangers (Wood & Plastics) Walkie Talkie, and other Store Supplies.

Managed, Led and completed multiple projects from the budget, prototype, and store mock ups, rolling out of products/services and executed and awarded contracts with the chosen Vendor.

Sourced, bid, negotiated and awarded contract to current BR Wood Hangers, Old Navy Garments on hangers and Walkie Talkie for all Brand and Corrugated Boxes for Stores and DC total spend of $6 million

Prepared Monthly cost savings reports for Corrugated Boxes, Receipt Tapes and Operational Prints achieving around $4 mil savings

Led Gap Buyers on resolving 826 Variance Product Receiving Issues, 537 Past Due PO’s and Weekly Store Supply Backorder Reports

Led, executed, collaborated & Implemented New Process for Gap 3rd Party Fulfiller with DDS and Buyers on setting up new Store Supply products in Oracle System

Achieved 99% fill rates on Store Supply Replenishment with no backorder products

Negotiated $600K cost savings Corporate and Store Office Supplies with volume discounts and restrictions on end users to access only contracted supplies

Implemented process in place for Store Supply order of Walkie with Repair and product guide achieving store’s SLA of 7 days

Managed 37 fixture rollouts with total spend of $3.5 million for Gap Brand. This included obtaining needs and expectations from Business Partners, which included very tight deadlines, validating store distribution lists, negotiating the best price with the vendor, coordinated with Transportation and vendors for timely deliveries

Managed, developed and tracked performance of Gap Brand core vendors. 150-200 Fixtures & 16 Store Supply Preferred Suppliers to ensure quality, best price and timely deliveries

EDUCATION

Philippine School of Business Administration Bachelor of Business – major in Marketing, Finance & Management

Strategic Cost Management Training (Anklesaria Group, Inc. 2005) and Advanced Supply Chain Management (Arizona State Univ. 2003)

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