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CV Operations Management, Product Distribution Management, Customer Manager

Operations Management, Product Distribution Management, Customer Manager

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CV/Resume ID no.: 83361

Location (Residence): San Juan, Puerto Rico
Citizenship: United States
  Native: Spanish Puerto Rico
  Other: English United States
Education & Experience: Work Authorization & Relocation:
  Masters in Information System

Years of Experience: 16 years
Authorized to work in:
   United States, Puerto Rico
Present Location:
   Puerto Rico, San Juan
   Anywhere (International)
Category Subcategory Ability Experience
Administration Customer Service Experienced 21 years
Logistics/Transport Supply Chain Experienced 6 years
Commercial/Financial Analyst (Business) Experienced 3 years
IT/Communications Support (Op. Sys.) Experienced 4 years
Management Operations Experienced 21 years
CV/Resume Details
1. Summary (Cover Letter) - CV/Resume Part 1 [Mandatory]

Executive with extensive experience in both domestic and international operations in the oil and gas industry with a solid background in logistics and customer service. Proven ability to lead and successfully implement Order to Cash initiatives for sustained business growth. Participative leadership style with problem solving skills and good working relationships with customers and contractors. Major competencies include business process improvement and excellent understanding of business finance.

2. Work Experience - CV/Resume Part 2 [Mandatory]


(Exxon Mobil subsidiary distributes and markets petroleum products in Puerto Rico. The company serves approximately one thousand retail, industrial, fleet card and aviation customers every day)

Caribbean Marketing Liaison & Transition Project Coordinator 2006-Present
Managed customer relationship between Brazil customer service and Caribbean retail staff. Lead the corporate objectives of removing non-sales activities and transitioning routine work to Customer Service . Active participation in monitoring, innovating and controlling the delivery schedule. Positive contribution in coordinating reliable solutions for supply disruptions and implemented the safety program in day-to-day operations.
 Lead Collections Transition Project, which implemented new positions using country resources to take over collection activities from sales. Receiving functional guidance from customer support.; thus eliminating one full time employee in the Dominican Republic and another in Puerto Rico.
 Conducted a project to transition queries handled by sales to more efficient and low paying personnel; thus, creating a customer service help desk with standardized solutions for each type of query. Also, sales personnel could attend to more important matters; thus, eliminating two full time employee positions.
 Develop company's Hurricane emergency respond plan. Prepared customer service guidelines for delivery, scheduling, and routing and recovery procedures during hurricane season.
 Conceptualized and implemented a plan to increase customer orders through the web. Plan included meetings with sales staff and customers. Usage increased up to 45% in the Caribbean.
 Solving communication problems with the customers to include problems dealing with attitude, attendance, and behavior as they relate to Orders to Cash process.
 Actively participated in the negotiation of the hauler contract in Puerto Rico (Cooperativa de Camioneros).

Truck Fleet / Special Projects Coordinator 2003-2005
This position is responsible for developmental integrated logistics support products, primarily for fleet coordination and management of daily driver activities and assigned equipment. This includes dispatching, loading at the depot, unloading at the service station, customer service, counseling drivers on safety and policy issues in conjunction with Truck Fleet Supervisor.
 Acted in the recovery task force as fleet supervisor to mitigate the inventory situation between the service stations and government as a result of tropical storm Jeanne. Increased the maximum amount of drivers and trucks working long hours without any incidents.
 Evaluated fleet management solution that integrates onboard computers, driver displays and cost-effective communications with powerful Web-based applications for Central America and South America.
 Coordinated the preparation of the technical package for the On Truck Computer legal case between ExxonMobil and Veridian Engineering Inc which resulted in a 1.5 million U.S. dollar settlement favorable to our Company.
 Implemented a pre-programming dial number to CSC-Guatemala (in the PBX) for delivery, sales employees and third party that allowed the company to achieve better communication and effectiveness. The company saves money on international calls.
 Conducted a user needs assessment Fleet Route & Site Cards Program, discovered the need for organized internal information as per SAP implementation; this resulted in an updated Fleet Route & Site Cards Program.

Esso Standard Oil S.A. Limited, Ciudad de Guatemala, Guatemala 2000-2003
(Customer Service Center in Guatemala, handle consolidated countries in the Andean, Central America and Caribbean region with the latest systems and communication technology)

Senior Expert User for Automatic Stock Replenishment and Truck Dispatch Optimization (ASR/TDO)2002-2003
(ASR/TDO called the Bulk Distribution Planning or BDP application developed by Manugistics Group Inc.,It involves forecasting product demand and coordinating the timing of distribution)
Assured a functioning ASR/TDO system in order to facilitate the production of the schedule for, Colombia, Peru, Center America and the Caribbean. Direct supervision of the positions of Expert User. Support delivery managers on the production of the schedule.
 Implemented the Bulk Distribution Planning module in Peru , Honduras and Santo Domingo, having managed the project’s functional and technical activities. Reviewed fuel distribution processes for the whole country and implemented the automatic inventory replenishment functionality for the gas stations. Ensured delivery on time, reduced costs and inventory, improved customer services and increased sales.
 Developed a communications plan to strengthen Service Culture at the Center. This plan "WE DELIVER ON TIME" resulted in excellent service initiatives through monthly meetings orientated exclusively to customer service, which received high customer satisfaction rating.
 Power User Key player in the successful implementation of SAP in eighteen countries simultaneously. Minimum impact to business operation. Tested and managed the new interfaces program to host the Manugistics BDP application.

Expert User for Automatic Stock Replenishment and Truck Dispatch Optimization (ASR/TDO) 2000-2002
Manage the setup, maintenance, and exception management of the Bulk Distribution Planning applications and to coordinate the actions of the delivery and inventory Analyst.
 Participated in the development and implementation of Colombia's customer service center consolidation in Guatemala Customer Service Center. Effectively analyzing the work activities currently performed in Colombia was centralized in Guatemala.
 Bahamas: Improved scheduling leaded unit to dispatch new marinas product with company owned fleet; proactive contributions in order to reduce fleet costs; increased satisfaction level up to 8.8 on a scale of 10.
 Collaborate in ASR/TDO rollout for Guatemala ,Nicaragua Panama, El Salvador and Colombia designed the data process of the future state for Latin America region in terms of local and regional sourcing of gasoline products Participates in the development of strategic technical plans and development of technology standards and ensures architecture integration of JD Edwards® and Bulk Distribution Planning.

Esso Standard Oil Company, Guaynabo, Puerto Rico 1989-2000
(Customer Service Center in Puerto Rico, handle Puerto Rico and Bahamas with the latest systems and communication technology.

Customer Service Team Leader 1999-2000
 Participated in the development and implementation of Caribbean Customer Service Center consolidation in Guatemala Customer Service Center. Effectively analyzing the work activities currently performed in Puerto Rico was centralized in Guatemala.
 Working closely with the ASR/TDO Skill Center to accomplish a variety of tasks to make the newly installed Puerto Rico ASR/TDO system operational and to train affected personnel.
 Participated in the development and implementation of interface between ASR/TDO and STARS. Defined reporting requirements, significant testing completed and defined reporting requirements to allow efficient, effective interaction with the system.
 Performed customer campaign to recruit Dealers into the ASR/TDO pilot program Developed a manual for data capture procedure and a voice mailbox created to collect daily reports from participating Dealers.
Retail Territory Manager 1997-1999
 Effective leadership turned out assigned Retail Zone to be second best in 1998.
 Successful counseling to dealers: the first prize of "Marca de Excelencia" was granted to a dealer within my area of responsibility.

System Analyst 1992-1997
 As Database Administrator stabilized the JDE Plant/AR module, order problems where reduced by 80%..
 Assisted as system/program consultant to the Esso local Fleet Card Group in the implementation of the Government Fleet Contract Point of Sale. This assistance included guiding and recommending program changes to the outside company programmer who was managing our local fleet card program. Also, redesigned the process and ticket form representing recurrent cost savings of $8,000 per year.

Finance & Planning Analyst 1989-1992
 Scanned the charge payment by ESSO in environmental case to select the invoice that was reclaimable for insurance aspect. This work permitted ESSO to take reimbursement of $96,000.

3. Education & Training - CV/Resume Part 3 [Mandatory]


* M.S. Open Information Systems MA, Inter American University Of Puerto Rico, San Juan, PR.
* Bachelor of Science in Economics, University of Puerto Rico, Mayaguez, PR.


Professional Graduate Certificate in Technology and Database Administration, Inter American University Of PR.
Communication and Leadership, 12 weeks (at Dale Carnegie).
Certified Smith System Instructor Smith System .
Hazardous Waste Operations and Emergency Repose (OSHA 1910.120).
Spill Prevention, Control and Countermeasure Plan, Storm Water Pollution Prevention and OPA 90.

4. Computer Skills - CV/Resume Part 4 [Mandatory]
Excellent with Microsoft office applications/ Technical skils a well/well versed with computer both practical and technical Programmes: adobe photoshop/ Internet exploer 7/ Microsoft Office Package/ Outlook 2007/ Vista operating system Administration work experience at an executive level.
5. Other Skills - CV/Resume Part 5 [Optional]
Virtual Team
Home Base Office
6. Additional Information - CV/Resume Part 6 [Optional]

Professor of Science and Technology, Inter American University of Puerto Rico, San Juan, PR 2004-2005.
Graduate course; Reengineering Processes, undergraduate course; database and operating system


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Operations Management, Product Distribution Management, Customer Manager
CV/Resume ID no.: 83361

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