About me

Career Objectives
• To obtain a position at your company where I can maximize my skills and experience in business, finance, engineering, customer service, project management and quality assurance.
• To achieve all the goals and objectives while honoring the preconceived project constraints (scope, time, and budget).
• To take on new challenges using my ability to communicate and interact effectively with a diverse and multicultural client group in a friendly and diplomatic manner.



Professional Strengths
• Administration & Management: Project Coordinator experienced. Manage project budget & resource allocation. Plan & schedule project timelines. RFP & SOW analyst experienced. Team & time management. Budget control & financial analysis. Risk Management & MSDS experienced.
• Engineering & Technology:, Quality Assurance, Normative understanding (OSHAS, ISO 9001; 14001; 18001 & 17025). BPM, SPC, IMP.
• Critical Thinking: Internal and external Auditor under ISO 9001 & 14001.
• Production & Processing: Process optimization, planning, and process and system development.
• Mathematics & Statistics Statistical analysis and market research. BSC- Performance Measurement Baseline.
• Mechanical & Technical skills: MS Office Suite, MS Project, Statgraphics, Promodel, Visio, WinQsb, Promodel, SAP & MAX ERP, Fast-track for KM solutions, and others.
• Deductive Reasoning: Decision making and negotiation techniques.
• Complex Problem Solving: Business research methods. Data analysis & solutions advisor.
• Bilingual Communication: English & Spanish.
• Problem Sensitivity & Active Listening: Customer Service experience.
• Reading Comprehension & Oral Expression


Professional Experience

Faneuil INC. –
Customer Service Specialist - Nov 2009- Present
• Suggestive selling.
• Interact with customers to provide information in response to their claims and resolve concerns in a tactful, courteous and effective manner.
• Collect and analyze data per case and reporting inconveniences and giving advices to customers about the cases.
• Accurate and efficient data entry and information processing.
• High level of confidentiality and empathy employed when proactively addressing any concerns.


GAP INC. – Banana Republic
Sales Support Associate- Part Time / Seasonal Nov 09- Jan 10
• Market merchandise by being available and committed to engaging with customers as needed.
• Support visual presentation and upholding company standards.
• Responsible for managing currency and executing sales transactions per corporate policy.




COTECMAR-Naval Science and Technology Development Corporation Mar 03- Aug 08
Payroll: Logisticos Asoc. (2004-2006)


2007-2008 Management Analyst
• Project Maintenance & improvement of infrastructure development, equipment, and shipyard machinery: Responsible for control and auditory of budget and schedule execution of corporate projects.
• Developed and implemented the corporate Integrated Master Plan (IMP), after having made the organizational diagnosis (financial, market, process, machinery, infrastructure, human resources availability and requirements, and customer satisfaction) and analyzed their conclusions.
• Guaranteed, reported, and managed, the baseline budget (CBB) to maintain action plan, along with system maintenance, administrative functions, and investments aimed at impacting the bottom line. Controlled by using Earned value management (EVM) technique, and internal control audits. Supported presentations to customers and stakeholders.
• Developed and maintained the Performance Measurement Baseline (PMB).
• Inter-departmental collaboration was maximized by sharing data, combining resources, and working with colleagues to exceed time goals and to achieve savings on the budget estimative.
• Coordinated and audited the maintenance of the ISO 9001 quality management system within the corporate action plan by analyzing spreadsheets with specific metrics critical to the project´s success.

2006- 2007 Program Analyst
• Project Maintenance & improvement of infrastructure development, equipment, and shipyard machinery: Responsible for conception and definition phase of corporate projects.
• Operational processes diagnosed and analyzed, using Business Process Management techniques (BPM), achieving improvement in areas of opportunity in the supply chain. Designed trainer of BPM technologies. Established capital investment proposals in overall infrastructure.
• Designed Corporative Value Chain and corporate model of the supply chain & acquisition process. Supported implementation of ERP solutions (SAP) using systems approach.
• Established variables & measurement techniques (SPC) for purchasing performance & quality of purchased goods & materials.
• Designed Internal Auditor (audited systems: financial, quality, environmental and health & security).

2003- 2006 Quality Assurance and Improvement Analyst
• Project ISO 9001:2000: Responsible and participant for conception, definition and implementation on: Commercialization & Estimation, Engineering & Design, Production & Technical services, and other support process.
• Consultant in the designing of key performance indicators for every unit of company business.
• Responsible for generate quarterly statistical analysis of evaluation indicators and the processes for decision making (VAR).
• Responsible for developed customer satisfaction measurement system based on Bob Hayes & NPS.
• Implemented internal customer service evaluation and methodology, generated quarterly statistical analysis.
• Designed Trainer to strengthen the organization´s skills related with identification, review and optimization of the current process, and methodology, knowledge, and skills needed to implement and improve process based on ISO 9001 as a quality system.


Educational Qualifications
Certificate of Project Engineering
University of Central Florida, Orlando, Florida May 2011


Master of Business Administration*,
Monterrey Institute of Technology (ITESM) – UNAB- Bogota, Colombia. August 2008

Bachelor of Science in Industrial Engineering*
Technological University of Bolivar – Cartagena, Colombia. August 2004

*All foreign academic credentials were verified, evaluated & homologated by Josef Silny and Associates, Inc, following the Placement Recommendations of The National Council on the Evaluation of Foreign Educational Credentials in the State of Florida.


Professional Certifications


SGS: Integrated IEC/ISO 17025 Training & Auditor certificate.

SENA: Customer Service; HR Administration basics; ISO 9001 Internal Auditor Training; Fundamentals of Pedagogy; International code S. S. & Port Facilities;

ICONTEC: Integrated Systems Management certificate; ISO 9001 & 14001 Auditor certificate. Legislation in Management System for Occupational Safety and Health- OSHAS 18001.

Junior Chamber International (Jaycees): President OLM Kalamari-Cartagena, Colombia 2009.





References

Available upon request.