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Customer Service Sales

Lemon Grove, California, United States
March 02, 2011

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Carlsbad, CA *****

Ph: 760-***-****

• Degree in Business Administration, with 4 years accomplished experience in business operations, supervision, and customer service for manufacturing, distribution and food service companies.

• Highly creative and dedicated with a record of taking the initiative to review operational procedures and corporate business plans, and devise new methods and programs that result in additional business opportunities, greatly improved production efficiency, considerable cost savings, and increased profits.

• Knowledgeable of Six Sigma concepts for reducing waste and inefficiency with experience maximizing production efficiency by examining operational problems, researching various steps in the process to determine the most efficient procedures, designing a new production floor layout, and then preparing workflow diagrams for employees to refer to as they implemented the new procedures.

• Extensive experience communicating with customers in North/South America as well as retail, distribution, global OEM’s, VAR’s, end users, sales, finance, planning and management personnel regarding a variety of service issues including RMA requests, equipment and inventory discrepancy issues.

• Ability to devise production forecasts and coordinates efforts with planners and suppliers to prevent production backlogs.

• Adept in creating audit controls to ensure accuracy of inventory reporting, prevent potential fraud or theft of inventory, and ensure customers receive accurate orders and quality products.

• Experience in conceiving and implementing ideas to increase revenues, identifying new potential sources of revenue, creating business models, locating potential vendors, working with attorneys on non disclosure agreements, determining vendor qualifications and capabilities, making proposal presentations to corporate executives, and facilitating communication with vendors so management can determine the most qualified partner.

• Experience hiring new employees, training personnel in procedures, planning and coordinating production that varies daily based upon customer needs, and ensuring consistent quality of delivered product to meet customer specifications.

• Knowledgeable of enterprise software applications such as PeopleSoft (CRM) and SAP.

• Knowledgeable of the customs, business practices and government regulations in Latin American Countries.

• Fluent in English and Portuguese languages, and proficient in Spanish.


MWH GLOBAL, INC. – Broomfield, Colorado

Compliance Analyst, 09/08 – 12/09

• Performed internal compliance audit on multi-million dollar projects through thrilled database and document review.

• Produced complete reports of audit findings including analysis of financial documents (forensic accounting).

• Participated of inter and intra company document collection efforts.

• Traveled a few times to Latin America on investigation and interpreting duties.

• Facilitated the communication between the Company’s Brazilian office and the headquarters that vary from simple routine procedure questions to more complex matters such as mergers, sale, and acquisitions.

• Translated ethics and conduct manuals of business conduct as well as operational processes from English to Portuguese.


Customer Service Representative, 10/06 – 09/08

• Perform a wide range of customer service related responsibilities for independent Sales Representatives, Architects, Designers, and Contractors.

• Responsible for coordinating the logistics of intra-company sales such as order processing, container configuration, and international paperwork

• Responsible for scheduling material shipment

• Member of the office safety committee since first day of employment

MAXTOR CORPORATION – Longmont, Colorado

Product Support Lead 4/05 – 9/06

• Performed a wide range of customer service and production related responsibilities for supplier of computer hard drives to individual and corporate customers.

• Managed the company’s in warranty replacement operations in Brazil.

• Creator of a program that reduces the replacement of NDF items by motivating resellers and OEMs to test their products prior to turning them in for in warranty replacement. Such initiative in Brazil saved the company an average of $11,000 a week.

• Led a project to expand services to include sales of an Extended Warranty Program. Created a business model, identified possible vendors, gathered information on the type of services each vendor can provide, worked with corporate attorneys on non-disclosure agreements, and facilitated communications between the vendor and corporate executives so they could determine which vendor should be selected.

Bilingual Customer Service Representative 12/04 – 4/05

• Began employment as a Temporary working through Kelley Services in call center providing sales assistance to customers and issuing Return Material Authorizations.

• Utilized knowledge of Brazilian business practices and government regulations to develop a partnership with a Brazilian company to service customers in that country.

• Identified potential vendors, issued requests for proposals (RFQs), and created procedures that have the potential to save at least $700,000 in taxes and other expenses over providing those services from the U.S.

• Devised procedures to better control inventory and identify missing equipment.

• 1 of 3 employees to receive Customer Service Excellence Award, 2005.

LSG SKY CHEFS – Denver, Colorado

Production Supervisor 6/04 – 12/04

• Directed a staff of production workers who prepared over 1,800 prepackaged meals daily for passengers on 42 flights of American, US Airways, Air Canada, Mexicana and

• Lufthansa Airlines departing from Denver International Airport.

• Identified areas of inefficiency in procedures, tested several alternatives, and developed a procedure, utilizing the Six Sigma Concept that reduced the time necessary to prepare one meal tray from 3’20’’ to 46 seconds.

• Trained staff in the new procedures, even developing workflow charts and diagrams as an aid.

• Created a new production floor layout to facilitate production flow.

• Created new employee hygiene procedures to be prepared for monthly FDA inspections.


Executive Assistant and Production Facilitator 1999 – 2001

• Collaborated in the inauguration of a porcelain stoneware plant and a new Porcelain Marble product called Porcelanato.

• Scheduled daily production, compiled product specifications into tables to ensure production accuracy, and assisted engineers and operators with various data collection and data entry projects necessary for production.

• Conducted plant tours for international visitors.


REGIS UNIVERSITY – Denver, Colorado

Bachelor of Science Degree: Business Administration - 12/2006

Graduated with Magna Cum Laude Honors

UNIVALLI UNIVERSITY – Bal Camboriu, Brazil

Major: Business Administration, 1997 – 2001

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