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Director, Customer Business Resume Example

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DIRECTOR, CUSTOMER BUSINESS
Executive Summary
Effective business manager with ability to develop and nurture long-term relationships. Experienced in Sales, Customer Services, and Engineering. Technical, creative and organized self-starter with superior follow-through experience in building rapport and fostering mutually beneficial relationships. Rapid learner who brings excitement and enthusiasm to my work and my team.
Core Qualifications
  • Business Growth
  • Strategic Planning
  • P&L Management
  • Customer Relationship Management
  • Contract Negotiations  
  • Complex problem solving
  • Managing multiple priorities
  • Cross-functional team leadership
  • Program Management
  • Bilingual (Spanish/English)
Professional Experience
Honeywell InternationalAguadilla, PRDirector, Customer Business10/2010 to Current
Business Director for the Honeywell Aerospace Defense & Space Latin America region responsible for customer account management, STRAP (Strategic Planning), AOP execution as well as developing and executing effective growth strategies for high growth and emerging markets.   General Manager for this business segment having to drive accountability from all supporting functions: Finance, Marketing, Supply Chain, Engineering, and Customer Service to achieve a full customer experience.
Major Achievements:
  • Developed a multiyear Latin America regional strategic growth plan.  With a focus on growth and expansion, performed industry analysis as well as voice of the customer to identify areas of opportunity, determined areas where to staff directly or use Sales Reps, established and rolled out sales campaigns.
  • Managed a team of Customer Business Managers and Sales Reps in support of achieving yearly revenues of over $30M.
  • Major sales wins include Argentine Pampa III aircraft engine and accessories, MexSat Aeronautical SatCom Terminals, and Avibras ASTROS TALIN.
  • Developed close working relationships with multiple LatAm Senior Customer Management, Ministries of Defense, Senior Foreign Military personnel, and Channel Partners throughout.
  • Stood up a Direct Sales team (Inside Sales) to increase sales from the Honeywell Defense small account segment which grew from $1.3M to over $12M.
  • Developed and executed practical, yet creative, payment plans for strategic customers with growth potential.
Honeywell InternationalAguadilla, PRCustomer Support Manager07/2008 to 10/2010
Responsible for coordinating customer support for programs on the Customer & Product Support Team (C&PS) team in the Defense and Space business.  Job duties include the management of entry into service, working with customers to understand, develop and implement aftermarket service and support opportunities, identify and champion service related difficulty projects for fielded products, aftermarket fleet management activities and customer support. Customer's advocate responsible for promoting C&PS strategies and processes to improve customer satisfaction. Partnered with other CSMs, all C&PS functions, Business Leaders, Supply Chain, Quality, Engineering and M&PM. 
Major Achievements:
  • On-boarded, mentored and coached a staff of D&S Customer Support Program Managers to support US and International Defense Customers.
  • Planed and executed the Net Promoter Survey (NPS) across Honeywell Aero D&S, ensuring action plans were created and driven based on customer responses.
  • Represented C&PS in the Quality Managemen System via the One Aerospace Working Group, responsible deployment of Aerospace Procedure and Policy for the C&PS SBU.
  • Managed the D&S C&PS Export Control yearly compliance training and newsflash.
  • Responsible for ensuring successful customer advocacy and aftermarket business growth for the Canada, South America and International Distributors D&S customers.  
  • Led Entry into Service for the first FAA certified Honeywell SmartPath system, which included managing technical publications, training, field technical support and repair & overhaul preparations for future customers.
  • Improved total customer experience, including improving Voice of the Customer scores by 50% for Distributors and Channel Partners.
EMC Corporation07/1998 to 05/2008

Solutions Architect / Sr. Implementation Specialist – PR Office

Graduated from the Implementation Specialist boot camp hosted in Franklin MA in 2007.  

Designed and served as design consultant of Storage Area Network configurations for PR, Caribbean and Central America customers. Managed account relationships to ensure professional services and technical system implementations were satisfactory to customer demands. Provided technical consultations on EMC products to key customers, in particular in the area of Data Migrations from 3rd party storage array to EMC storage array.  Some major projects included data migration to Symmetrix DMX at Evertec Inc Puerto Rico; SAN configuration and data migration at EPM Bogota, Colombia. 

​

Manager, Hardware Engineering (Signal Integrity) – Hopkinton, MA Successfully created a Signal Integrity group merging three different groups into one focal point team.

Drove a structured process to best leverage the group's expertise, promote inter-group mentors and cross train the engineers in different EDA and test equipment tools. Implemented initiatives to streamline design and development efforts of electrical and physical PCB for an improved eCAD high speed signal designs. Managed the development of new PCB techniques using varied materials for next generation high speed products. Planned all staff activities related to project assignments, leveling resources across multiple projects, prioritizing projects with the purpose of developing new Storage Systems. Managed, recommended and justified the purchase of EDA tools and lab test equipment. Responsible for planning, managing and executing the development of system interconnects.  

​

Engineering Quality Assurance – Hopkinton, MA

Supervisor for System Integration and Design Verification effort for the EMC Symmetrix Platform.

Led a staff of engineers to work closely with design, quality and manufacturing engineers to develop a full System QA Test Matrix and numerous DVT plans to meet and exceed the quality standards. Responsible for System integration testing, which included power subsystem, storage processor boards, front end and back end modules, system connectivity and disk drives. Led efforts and developed test plans to qualify Drive Array Enclosures under stress environments to determine design robustness. Led FMEA analysis for Processor Module (Director) power distribution.

Education
Electrical Engineering1999University of Puerto Rico, Mayaguez, PR
Magna Cum Laude
MBA:High Tech2003Northeastern University, Boston, MAEMC Campus
Certifications
  • EMC Proven Professional Certified (2007)
  • IT Infrastructure Library Certified (ITIL) (2007)
  • Project Management Professional (PMP) Certified (2009)
  • Completed Honeywell's Leadership Development Program (Morristown, NJ 2012)
  • Completed Honeywell's Developing Leaders in HGR Business Simulation (Moscow, RU 2014)
Affiliations and Accomplishments
  • Society of Hispanic Professional Engineers (Boston Chapter Treasurer 1999)
  • EMC Engineering MVP Award for contributions to the Symmetrix 6 product line. (2002)
  • Presenter at the Honeywell Defense & Space Conference (2013 and 2014)
Skills
  • Salesforce.com
  • Microsoft Office Suite
  • Excellent oral and written communication in English and Spanish
  • Fast learner of technology and complex systems
  • Willing to relocate
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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • Honeywell International
  • EMC Corporation

School Attended

  • University of Puerto Rico
  • Northeastern University

Job Titles Held:

  • Director, Customer Business
  • Customer Support Manager

Degrees

  • Electrical Engineering 1999
    MBA : High Tech 2003

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