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Work Background
HCL TechnologiesService Delivery Manager
Apr. 2019 - Aug. 2025Guatemala CitySERVICE DELIVERY MANAGER FOR LATAM part of Global team, leading and managing LATAM region for Johnson & Johnson account. Maintaining communication and relationship with all Xerox direct and Third-party vendors that support each country to ensure contractual and service compliance. PROJECT MANAGER FOR IMPLEMENTATION Managing and coordinating installation of 15,000+ devices and removing devices from current contract for County of Los Angeles (one of Xerox’s largest accounts). Managing a team of schedulers and following up with customers for installs and removals. Coordination of analysts for efficient and effective installations. NEARSHORE GT Handling 40+ simultaneous accounts generating an estimated monthly revenue of US$500,000 SERVICE DELIVERY MANAGER - MAIN TASKS: Financial Management * P&L Management * Monthly Account Forecast * Monthly review of billing items * Resolution of billing and customer issues to procure payment * Work together with collections to clean DSO for accounts and keeping a good relationship with customers and AP contacts in order to procure timely payment of invoices Account Management * Preparation of Monthly Business Reviews * Preparation of Quarterly Business Reviews * Preparation for Security Audits * Responsible for Security Audits * Labor management and control * Internal meetings to ensure accounts satisfaction * Sales support Customer Relationships * Primary communication with customers * Problem solving * Supply and Service call management * Move, Add, Change or Dispose (MACD) Management * Presentation of Monthly Business Reviews * Presentation of Quarterly Business Reviews * Support all customer requests and requirements to ensure relationship building and client satisfaction.
XeroxService Delivery Manager
May. 2018 - Mar. 2019Account Operations Manager – NAO Handling from 11 to 21 simultaneous accounts generating an estimated monthly revenue of US$340,000 MAIN TASKS: Financial Management * P&L Management * Monthly Account Forecast * Monthly review of billing items * Resolution of billing and customer issues to procure payment * Help with cleaning DSO for accounts and keeping a good relationship with collections and solving issues to procure payment * Account Management * Preparation of Monthly Business Reviews * Preparation of Quarterly Business Reviews * Preparation for Security Audits * Responsible for Security Audits * Labor management and control * Internal meetings to ensure accounts satisfaction * Sales support Customer Relationships * Primary communication with customers * Problem solving * Supply and Service call management * Move, Add, Change or Dispose (MACD) Management * Presentation of Monthly Business Reviews * Presentation of Quarterly Business Reviews * Support all customer requests and requirements to ensure relationship building and client satisfaction.
XeroxAccount Operations Manager
Dec. 2014 - Apr. 2018GuatemalaAccount Operations Manager – NAO Handling from 11 to 21 simultaneous accounts generating an estimated monthly revenue of US$340,000
GB Inversiones InmobiliariasDirector Of Operations
Jun. 2013 - Dec. 2014Guatemala* Company dedicated to Real Estate property administration * Control all the company’s operations * Review and manage all contracts with clients * Responsible of all the legal aspects of the company * Responsible for solving all problems with clients * Relationship with Real State Agencies * Search for new properties for investment * Analysis of new properties including location, size, environment and profitability * Preparation and management of company’s budget * Employee evaluation and control * Determination of business strategies * Follow up on new negotiations * Weekly presentations to Administrative Committee * Collection process with customers to ensure prompt payment and avoid DSO
GB Inversiones InmobiliariasSAP Business One Project Manager
Apr. 2013 - Jun. 2013GuatemalaDevelopment and control of complete implementation process * Team of 4 people * Supervise and Review: * Development of accounting nomenclature * Procurement process * Sales * Client records and history * Price Lists according to client classification * User training and support during implementation process * User training and support after implementation process * Full project implementation in 3 months
TransmetalMarketing Coordinator
Dec. 2011 - Jun. 2013Guatemala* Prepare and manage marketing budget * Market Research to determine the company positioning * Competitors analysis, market opportunities and weaknesses * New Product Introduction evaluation * Brand Creation and Management * Web page control * Marketing Plan Development * Budget development and control * Sales support and price strategy development * Assistance to fairs to search for new products an suppliers * Assistance to fairs with stand to sell company products * New product introduction to local market * Preparation and presentation of quarterly business review to board of directors
Centramerica GroupAdministrative Consultant (APROFAM)
Feb. 2011 - Nov. 2011GuatemalaProcess Analysis and Evaluation * Evaluation of current processes * Recommendations to improve processes * Diagram construction * Description of process diagrams * Analysis of information to verify processes Strategic Alignment and Restructure * Implementation and Design of the Association * Work profile design and development for different business units * Development of work and activities manuals Budget Project Manager * Gathering all income and expense information of 2010 * Income and expense forecast for 2011 * Determine growth percentages for 2012 budget * Support and advisory on elaborating budgets per clinic (30 in total)
Inari Global EnterprisesAdminitrative Project Manager
Apr. 2009 - Jan. 2011Guatemala* Strategic Marketing and Sales plan for real estate projects * Promotion plan for real estate projects * Image and paper design for projects Market Research * Qualitative and Quantitative Studies * Information Analysis and development of reports and result presentations * Media Plan Development * Relationship with Media Agencies * Relationship with Advertising Agencies * Project Evaluation for funds attainment * Project Investment Profile Development * Budget and project flow evaluation * Supervise and Develop work flow time tables * Development and evaluation of KPI’s of ongoing projects * Relationship with fund sources in foreign countries for fund procurement * Administrative process manuals with control forms.
PerfetoProject Director for Latin America
Aug. 2007 - Mar. 2009GuatemalaPerfeto.com is a Guatemalan company that is focused in helping Small and Medium Enterprises (SME’s) in their exportation and expansion process through a web based directory. * As Project Director, responsibilities are to compile and analyze data base information of both exporters and importers throughout Latin America. * Relations with exporter’s entities in the different countries of Latin America both public and private. * Joint Ventures with complementary companies in the export/import sector to increase exports. * Commercial Fair and Convention Assistance (National SME Week, Mexico 2008). Conferences about e-commerce where given to different groups.
Consultoría en MercadeoNationwide Investigation
Mar. 2007 - May. 2007GuatemalaThe World Bank requested a study in which all the investment in infrastructure nationwide was quantified (roads, bridges, airports, sea ports, electric energy, railroads, tubed water and drainages) for the last 15 years. This study was published by the World Bank in 2007.
Consultoria en MercadeoMarketing Consulting - Investment Profiles
Feb. 2007 - May. 2007GuatemalaThree investment profiles of agricultural crops where made (corn, sugar cane and potato), in this profiles, a market investigation was delivered as well as the approximate amount of the initial investment needed, the best location for the plantation depending on the climate requirements of the crop. At the end, the potato profile was chosen and up to date they have invested US$ 1,000,000.00 and are planning an expansion of the Project due to the good results.
Consultoría en MercadeoFree Translation of Documentes from Spanish to English
May. 2006 - Oct. 2006Guatemala* Process Manuals * Process diagrams * Audit Reports
3M GuatemalaPromotional Marketing Specialist
Sep. 2003 - Jul. 2007GuatemalaSales Representative for Office Products and Promotional Products. * Identification of new and potential distributors, wholesalers and work with end users to increase penetration and positioning in both the promotional markets and office supplies market. * Constant planning of launches for new product introduction targeted to the different segments that 3M’s Office Supplies reach. * POP material to communicate the different promotions in the different segments and distribution channels. At the same time, specific promotions took place with the distributor’s sales force in order to increase brand awareness and loyalty and generate incremental sales. * Artwork and design revision for printing process. * Work is based in market segmentation according to company type as to the products that each company uses. * Forecast both in units and in monetary amounts (rolling in forecast) * Historical sales reports compared to previous years to determine growth in product lines and clients. * Support Collections with cash recovery from customers to be able to minimize open invoices * Sales Reports and graphics to measure the markets behavior. * Budget management for promotion implementation * Time table elaboration for activity control and follow up
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