Adrian Villa
Thornton,CO
Summary
Results-driven Customer Service Lead with a proven 14-year track record in enhancing operational efficiency and driving customer satisfaction. Proficient in SAP, EDI systems, and logistics model development, consistently achieving improved warehouse logistics and on-time delivery performance. Demonstrates exceptional skill in managing cross-functional teams and streamlining order processing, while maintaining a commitment to high-quality customer service standards. Highly motivated with excellent analytical and organizational skills. Possesses excellent communication, leadership, and interpersonal abilities. Excels at planning, prioritizing, and completing activities within strict time limitations while upholding quality standards.
Overview
9
9
years of professional experience
Work History
Regional Account Specialist Supervisor
Johns Manville
08.2024 - Current
- Assess Advocates performance and provide timely feedback on development opportunities designed to enhance service quality and employee growth
- Conduct monthly one-on-one sessions with Customer Advocates to review monthly service metrics and to provide performance feedback
- Monitor team and individual service metrics weekly and monthly
- If results are below target, develop and implement plans for improvement
- Provide weekly report of activities on above to Manager
- Prepare and deliver semi-annual performance evaluations; recommend annual salary increases and bonus amounts; and communicate to employees
- Work with Customer Advocates to develop plans for continuous improvement through training and other career development opportunities
- Coach and motivate employees to succeed in current role
- Work with Manager to develop and execute disciplinary action when necessary.
- Hire and on-board new Customer Advocates
- Manage documentation of policies and procedures, ensuring that they are current and communicate changes to team in timely manner
- Provide timely direction to employees regarding operational issues as they arise and develop and implement ad hoc temporary processes and procedures
Customer Service Lead
Electrical Components International
09.2021 - 06.2024
- Manage customer demand, forecasts, and purchase orders, ensuring timely and accurate processing
- Monitor and resolve EDI issues, enhancing transmission accuracy and reliability, ensuring prompt issue resolution and customer satisfaction
- Manage shipment processes, ensuring timely deliveries and customer satisfaction; streamline operations for efficiency; enhance communication with clients and vendors; resolve delivery issues promptly
- Coordinate NPI product implementation, enhancing customer satisfaction through streamlined processes
- Lead cross-functional teams to ensure timely product launches, resulting in improved client retention
- Develop and maintain strong client relationships, addressing concerns and providing solutions efficiently
- Analyze customer feedback to refine service strategies, achieving measurable improvements in service quality
- Achieve consistent on-time delivery performance
- Develop and improve inventory and delivery models, boosting warehouse efficiency
- Lead process documentation, ensuring clear SOPs, streamline workflows and maintain process documentation
- Facilitate customer meetings, addressing quality, delivery, and forecast concerns
- Collaborate with cross-functional teams to resolve issues and improve service levels
- Lead implementation of new projects
- Analyze project outcomes to identify areas for continuous improvement and innovation
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
Sr. Customer Service/Order Management/RMA Administrator
Honeywell HPS
07.2015 - 07.2021
- Managed SAP system, ensuring accurate order processing and timely deliveries, improving customer satisfaction
- Resolved quality complaints and led warranty replacements, reducing turnaround time, improving service and reducing downtime
- Handled import/export logistics, ensuring compliance and timely delivery of goods
- Directed strategic initiatives to optimize order validation, increase revenue potential and reduce errors
- Streamlined customer data integration, accelerating order processing and improving operational efficiency
- Implemented a new CRM system, enhancing customer interaction and feedback collection
- Trained 15+ staff in SAP and CRM systems (Salesforce), improving team efficiency
- Monitored order processing for compliance, achieving 98% accuracy rate
- Optimized supply chain workflows
- Improved software order accuracy by refining validation protocols, achieving 99% precision
- Mentored new team members in workflow optimization, significantly boosting productivity
Education
M.D. - Bussiness Administration/Human Resources
TecMilenio Universitiy
Juarez, MX01.2013
Bachelor of Arts - Psychology
Universidad Autonoma De Ciudad Juarez (UACJ)
Juarez, MX01.2010
Skills
- Microsoft Office
- Salesforce
- Inventory Management
- Leadership
- Problem-solving
- Customer satisfaction
- Cross functional leadership
- Data analysis
- Teamwork
- Workflow optimization
- Data-driven decision-making
- Client onboarding
- CRM software proficiency
Personal Information
Title: Customer Service Lead
Certificationscourses
- Research Methodology – Basic Methodology in Project Management
- Coaching Sessions – Innovative HR Strategies
- Green Belt Certification
- Power BI (Ongoing)
Languages
Spanish
Native or Bilingual
Timeline
Regional Account Specialist Supervisor
Johns Manville
08.2024 - Current
Customer Service Lead
Electrical Components International
09.2021 - 06.2024
Sr. Customer Service/Order Management/RMA Administrator
Honeywell HPS
07.2015 - 07.2021
M.D. - Bussiness Administration/Human Resources
TecMilenio Universitiy
Bachelor of Arts - Psychology
Universidad Autonoma De Ciudad Juarez (UACJ)