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Director Customer Support Team Resume Example

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DIRECTOR CUSTOMER SUPPORT TEAM
Executive Profile

Determined and proactive professional who works with a sense of urgency to anticipate company needs. Thrives in fast paced, dynamic environment. Expertise in identifying opportunities for process improvement increasing compliance and adherence to policies and procedures, business process analysis, streamlining, technical writing and complex problem solving and developing and delivering training.

Skill Highlights
  • Business process streamlining & standardization
  • Analytical and critical thinking
  • Proficient in MS Office including Sharepoint
  • Leadership & communication skills
  • Excellent interpersonal and coaching skills
  • Project Management
  • Proficient in SAP MM/FI and SD Modules.
  • Certified in Shared Service Outsourcing Network
  • Certified in Lean Six Sigma
  • Fluent in Spanish
Core Accomplishments
  • Maintained company Standard Operating Procedure (SOP) Manual ensuring segregation of duties, risk management and internal control requirements were clearly defined.
  • Implemented a company wide training program .
  • Partnered with the Financial Support Team and Financial Control Team to address inefficient processes.
  • Increased audit results by aiding in internal and external audits
  • Used Lean Six Sigma and PDCA concept to streamline processes and increase productivity, eliminate waste and ensure procedures and policies were clear throughout the company.
  • Routinely made recommendations on processes for implementing or revising existing controls for improvement of operations.
  • Participated in SAP system upgrades discussions and made recommendation on system improvements.
Professional Experience
Director Customer Support Team04/2011 to 03/2015Company NameCity, State
  • Developed, directed and analyzed the performance of Business Departments and Trade Service Center (TSC) related to SAP (FI/MM/SD) modules. Ensured process requests were approved and submitted accurately, timely, proper documents were attach and compliant with SOP.
  • Maintained Standard Operating Procedures (SOP) insuring company rules were clearly defined and followed by all users. Maintained SOP update schedule ensuring routine reviews and any necessary changes were completed in a timely basis.
  • Implemented a more efficient method to update the SOP by creating a collaborative tool, "Process Review Sheet" using MS Sharepoint. This allowed for documents, emails, meeting notes to be saved in a centralized repository which improved communication, completion of change, etc. Details related to a process were available to anyone involved in the process chain at any given time.
  • Spearheaded process improvement project resulting in streamlined process which decreased TSC turnaround time by 25%.
  • Monitored project schedules for multiple projects at one time.
  • Made recommendations to add processes for implementing controls based on on monthly benchmark analysis.
  • Implemented performance Datasheet to monitor the return/reworks ratio by producing accurate and timely Metric Datasheet reports. Identifying areas not meeting established benchmarks. Analyzing trends, identifying core issues, obstacles, and opportunities. Provided detailed corrective measures to improve the process and sustain improvements.
  • Issued accurate quarterly Metric Datasheets to CFO, Divisional Operating Officers(DOO), Department General Manager and on a monthly basis produced report to Business Department PIC. Provided detailed analysis and made recommendations to improve areas not meeting established benchmarks.
  • Managed complex processes and issues. Identifying potential risks and measures to avoid or reduce risk.
  • Developed & maintained training material for SAP (MM/FI/SD), BI/DWH, SOP, business process training.
  • Implemented new hire training and routine training to help grow the company's understanding of policies and procedures and internal control requirements.
  • Implemented eLearning training which allowed employees an opportunity to access the training at their convenience and find solutions to routine processes.
  • Partnered with IT Department, Financial Control Team, Trade Compliance Team and other Corporate Departments to address inefficient processes, identify core issue and collectively implement improved procedures leading to positive audit results.
  • Developed and directed a team of analyst responsible for improving operations and compliance by identifying areas of opportunities, providing solutions to correct issues and sustain improvement, build effective communication with all levels of management and sales department PIC.
  • Supervised process team responsible for validating three way match prior to proceeding to follow on activity.
  • Offered direction, leadership, goal setting, performance coaching and gave constructive feedback to motivate team members. Held each team member accountable for achieving brand and performance goals.
  • Built and maintained effective relationships with peers and upper management.
Director Logistics Support Center04/2005 to 03/2011Company NameCity, State
  • Managed the Logistics functions, Business Analyst functions and SAP Realization functions at the Trade Service Center.
  • Monitored the performance of process teams to ensure accurate validation were completed on each process request prior to entering data in SAP system.
  • Coordinated audit requests and systematically prepared documents for independent auditors. Directed and educated team members on techniques to gather documents for audit requests.
  • Offered direction, leadership, goal setting, performance coaching and gave constructive feedback to motivate team members. Held each team member accountable for achieving brand and performance goals.
  • Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the Trade Service Center and made recommendations to processes for implementing controls.
  • Partnered with IT Department, Financial Control Team and other Corporate Departments to address inefficient processes, identify core issue and collectively implement improved procedures leading to positive audit results.
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
  • Managed each team's productivity metrics. Provided detailed monthly departmental reports and updates to senior management.
  • Effectively communicated with team members to maintain clearly defined expectations.
  • Resolved customer questions, issues and complaints.
  • Developed rapport with the Business Departments, Corporate Departments and Senior Management by handling difficult issues with professionalism.
Manager Logistics Support Team (Chemical Dept)04/2002 to 03/2005Company NameCity, State
  • Managed the daily activities of the Logistics team. Ensuring SAP activities were completed accurately and timely.
  • Led the Chemical Team to provide superior customer service to all sales departments. Completing request accurately and timely.
  • Created new functional Teams: Logistics Team, Inventory Team, Business Analysis Team, Realization Team after identifying the need to separate SAP and Logistics functions to comply with segregation of duty requirements.
  • Prepared and maintained SOP for the Trade Service Center.
  • Assisted in preparing SOX/J-SOX compliance Matrix for auditing purposes
Manager, Logistics Support Center Chemical Team04/2000 to 03/2002Company NameCity, State
  • Managed daily activities of the Chemical Team in the newly created Shared Service Center.
  • Led teams to provide superior customer service to sales departments
  • Supervised the validation of documents, and SAP system details


Manager Chemical Team04/2000 to 03/2002Company NameCity, State
  • Managed daily activities of Chemical Team in the Share Service Center.
  • Led teams to provide superior customer service to all sales department.
  • Supervised the validation of documents, and SAP system details.
  • Participated in discussions related to SAP operations and service centers performance. Implemented initial SOP for Trade Service Center.
Marketing Assistant07/1986 to 03/2002Company NameCity, State
  • Managed purchasing and sales for various international customers in the Animal Feed Supplement Industry.
  • Wrote and edited sales proposals and correspondence to customers ensuring compliance with domestic and country of destination regulations.
  • Addressed customers' questions and concerns regarding products, prices uses, availability and credit terms.
  • Negotiated contracts and payments and prepared sales contracts and order forms.
  • Negotiated with freight carriers and arranged delivery of material.
  • 2000- assumed responsibility to participate in the implementation of SAP 4.6B.
  • Tested, analyzed, wrote processes and delivered training to all users.
  • Managed this project along with the responsibility as Marketing Assistant.
Education
Certificate : Call Center Core Competencies 2012Shared Service Outsourcing Network (SSON)

Completed SSON Online Professional Training. Accredited by the International Association of Contract & Commercial Management

Certificate: Lean Six Sigma: Six Sigma Concepts2011Villanova University

Completed Lean Six Sigma Online Training Program

Certificate: BusinessThe Wood SchoolCity, State, U.S.A.

Completed Certificate Business Program

Languages
Fluent in Spanish
Membership

Member of Project Management Institute

Member of International Institute of Business Analysis


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Resume Overview

School Attended

  • Shared Service Outsourcing Network (SSON)
  • Villanova University
  • The Wood School

Job Titles Held:

  • Director Customer Support Team
  • Director Logistics Support Center
  • Manager Logistics Support Team (Chemical Dept)
  • Manager, Logistics Support Center Chemical Team
  • Manager Chemical Team
  • Marketing Assistant

Degrees

  • Certificate : Call Center Core Competencies 2012
    Certificate: Lean Six Sigma : Six Sigma Concepts 2011
    Certificate : Business

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