Customer Service Sales

SUMMARY: Solid experience in Program Management, Contract Review, Sales Operations, Quote to Cash, Global S&OP process, Demand Planning, and Fulfillment. Areas of expertise include: leading by building processes and resources able to support worldwide sales, finance, and manufacturing operations. Sarbanes & Oxley compliance. Proven conflict-troubleshooting, and resolution skills. On-Time Delivery (OTD) metrics. Demonstrated ability to develop and lead high performing teams in a multi-cultural, multi-location environment. Unique blend of business understanding, operations and financial acumen along with an unwavering customer focus which ensures successful revenue recognition wth optimal gross margin. Hands-on individual able to lead challenging and dynamic business operations.

FIRST MD SOURCE

Global distribution of medical supplies.

Business Compliance Director (Co-Founder) 2011- Now

- Vendor Contract Management, Import/Export regulations, set up startup processes, quoting, ordering, logistics, FDA certification and commercial compliance. Marketing.

RELEVANT EXPERIENCE:

UTSTARCOM, Inc. Alameda, California

Global leader in the manufacture, integration and support of IP-based, end-to-end networking and telecommunications solutions with strategic focus on three core markets: Internet Protocol TV (IPTV), Next Generation Networks (NGN) and Broadband.

Business Operations Manager 2005 - 2010

• Directed the QTC (quote to cash) business and ERP functional process alignment, setting up contract and order compliance guidelines for Sales, Manufacturing, and Finance processes, emphasizing ‘best practice’, standardizing the end-to-end flow and common applications.

o Outcome yielded improved revenue recognition cycle by 5%

• Co-chaired the S & OP Management process, representing Global Business. Active player on the Supply Process, communicated priority to manufacturing floor, and provided feedback on the daily progress to key stakeholders.

• Created and directed the Global Fulfillment Department under the Supply Chain Operation:

o Created an Equipment Forecast Enablement Department in charge of receiving worldwide demands, acting as an interface between Intl Sales teams in the field, Sales Operations, Business Units, and Supply Chain offering a Close Loop feedback system, resulting in significant forecast accuracy improvement.

o Collaborated with the Sales teams and Planning, Logistics to appropriately establish customer delivery expectations adhering to contractual guidelines and ensuring optimal fulfillment, reducing additional 5% in Liquidated Damages.

o Successfully led the team through a “lead time reduction initiative”, shortening lead time on order to delivery by 10 days, “NPI projects vs. OTD Demand” projects.

• Directed the Order Management Department globally under Sales Operations:

o Implemented a standardized Quoting process in support of Global Sales.

o Built very capable and dynamic teams of order management analysts, establishing a high performance culture in order to achieve agreed upon goals.

o Streamlined the process of creating and maintaining accounts in the Customer Master Database, resulting in a 60% reduction of duplicated records after clean up.

o Established global and regional policies and procedures for OM contract review, order validation, order acceptance, execution and fulfillment; that led to successful compliance to Sarbanes & Oxley section 404 control guidelines.

o Established metrics to measure and drive continuous improvement in speed, quality, and cost of order entry, order management, project execution, and customer service functions; measured quote and order cycle time, supply return time, lead time optimization, licensing, logistics, etc. all in a quest to achieve On Time Delivery (OTD) premium ratings and cost savings, reaching levels of 97% OTD by promised date, in compliance with GMP, ISO, and SOX.

• Ensured timely and proactive customer communications regarding order and project status

• Managed the expense budget for the department.

• 60% international travel to lead worldwide Fulfillment Operations.

• Directed operation transition from the US headquarters to China-Hangzhou

CYCLADES CORPORATION – Acquired by Avocent in 2004, is a leading provider of open, secure, modular solutions that enable our customers to simply manage IT complexity.

Sales Operations Manager – Customer Operations 2000 - 2004

• Successfully developed the creation of on site fulfillment centers in Germany and Japan.

• Managed Quote to Cash process, from quote inception, contract review, order management to fulfillment. Ensured proper accounting and recording of data and transactions for reporting purposes.

• Project Management for critical OEM and NPI processes.

• Conceived, researched and delivered post-sales customer support including customer base under warranty, under contractual maintenance agreements, and on demand support.

• Generated a Maintenance Support Agreement program turning in additional 12% revenue.

• Led the delivery of premium customer satisfaction. Extensive customer interface for domestic and worldwide operations.

• Proven conflict troubleshooting and resolution skills. Liaison between other departments within the company to act on customer related issues.

• Administered RMA Department and channeled customer feedback to organization for quality improvement purposes

• Staff development. Hiring, training, performance reviews, disciplinary actions, rewards. Monitored productivity in a friendly work environment.

DCM INDUSTRIES. INC. DCM is the world's leading manufacturer of test and measurement systems for the quality testing of high performance twisted pair cables, RF coaxial cables and telecom cables.

Field Service Operations Manager 1990 – 2000

• Managed day-to-day operations with customer service engineering and technical support teams.

• Managed all activities for contract review, case management, service maintenance agreement sales, on-demand service

• Pioneer in the development of customer service branches overseas, resulting in significant cost savings through the deployment of resources and spares from service centers strategically located in Hong Kong and India, yielding faster response, and ensuring customer satisfaction.

• Managed resources allocation & deployment decisions to maximize ROI, directly responsible for ensuring successful installations, remedial & periodic maintenance support; customer training.

• Created a spare parts depot to support Asia region. Managed availability of engineered standards.

• Increased customer satisfaction levels from an estimated 50% to approximately 95%.

• Established the "Train Hard, Work Easy" training program for technical teams.

• Managed the expense budget for the Dept.

EDUCATION: BS Business Administration-Universidad Técnica de Oruro, Bolivia

Numerous company-sponsored workshops and seminars in Call Handling, Customer Service, ISO-9000, SOX – Controls 404.

COMPUTER APPLICATIONS: CRM, ERP systems: Oracle R11, R12.

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