Adriana Guerra
Columbus,OH
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
14
14
years of professional experience
Work History
P2P Customer Care Experience and Invoicing Coordinator
Elanco Animal Health
Remote
03.2023 - 06.2024
- Efficiently oversaw procurement to payment (P2P) processes, ensuring timeliness and accuracy of invoicing.
- Streamlined customer care experiences by resolving issues promptly and maintaining proactive communication.
- Successfully led implementation of Procure to Pay form driving 30% increase in operational efficiency and 25% reduction in processing time.
- Strengthened collaboration with senior management and other departments, seamlessly integrating Finance functions and executing strategic initiatives for enhanced operational effectiveness.
Senior Procurement Specialist and Customer Care
Elanco Animal Health
Remote
03.2021 - 04.2023
- Achieved significant decrease in monthly past due invoicing from 750 to less than 80 for LATM countries.
- Developed strong relations with suppliers for the purpose of continuous process enhancement.
- Managed workflow to ensure timely and accurate processing of requisitions while inputting relevant updates into information system.
- Managed all aspects of procurement including price negotiation, contract issuance, and successful delivery of goods.
Lead Supply Chain Analyst
Honeywell Safety and Productivity Solutions
Mexicali, Baja California
04.2015 - 06.2017
- Implemented and managed strategic plans for supply planning of Respiratory Protection LOB, ensuring effective operations across multiple North American distribution centers.
- Ensured successful implementation of SIOP initiatives by leading demand prioritization across global entities.
- Successfully managed inventory levels by developing and aligning seasonal planning with company strategies.
- Achieved forecast accuracy and bias targets by leading a team of 3 Retail Planners.
Global Planner
Honeywell Aerospace Global Headquarters
Mexico, Baja California
05.2010 - 05.2015
- Effectively communicated available slots in production schedule to Director of Operations.
- Modified schedules in accordance with work order details, assigned priorities,
and the accessibility and proficiency of staff members,
inventory items, machinery tools, and equipment. - Ensured timely communication of production delays, enabling adjustments to be made in accordance with the updated master schedule.
- Discussed issues related to Plant Managers and their impact on the master schedule.
- Provided regular analysis on sales, margin, and inventory management identifying potential business risks/opportunities.
Education
Advanced Course - Lead Warehouse Design And Administration Expert
CETYS Universidad
Mexia, TX12-2002
Master of Arts - Business
Tecnologico De Baja California
Mexicali, Mexico09-1999
Skills
- Complaint Handling
- CRM Software
- Call Center Operations
- Escalation management
- Performance Improvement
- Documentation And Reporting
- Data Entry
- Customer Support
- Payment Processing
- Customer service background
- Promotional support
- Account Management
- Order Processing
- Customer Service
- Schedule mastery
- Stock management
- Complaint resolution
- Interpersonal Skills
- Shipping and receiving understanding
- Task Prioritization
- Customer service excellence
- MS Office
Languages
English
Full Professional
Spanish
Native/ Bilingual
Accomplishments
- Green Belt Certified- 2010 Honeywell Aerospace.
- Labor Human Development focus on each Individual – Labor and social work from the State of California 20-23 August 2007
Timeline
P2P Customer Care Experience and Invoicing Coordinator
Elanco Animal Health
03.2023 - 06.2024
Senior Procurement Specialist and Customer Care
Elanco Animal Health
03.2021 - 04.2023
Lead Supply Chain Analyst
Honeywell Safety and Productivity Solutions
04.2015 - 06.2017
Global Planner
Honeywell Aerospace Global Headquarters
05.2010 - 05.2015
Advanced Course - Lead Warehouse Design And Administration Expert
CETYS Universidad
Master of Arts - Business
Tecnologico De Baja California
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