Alexandra Lopez Umaña
San Rafael,Costa Rica
Summary
As a Business Administrator with over 10 years of experience in process standardization, deployments, transitions, business strategy, and order management, I am committed to understanding customer needs and providing tailored, effective solutions.
I have extensive experience in Order to Cash (O2C), Finance Operations, Order Management, Master Data, and process re-engineering. With a strong ability to quickly grasp business needs, I excel at managing time efficiently and fostering strong communication and relationships across teams to drive collaboration and success. I possess strong leadership qualities who work well under pressure and exude positivism and the ability to work with people from numerous backgrounds, while promoting team values.
Overview
15
15
years of professional experience
Work History
Order Fulfillment Supervisor
Smartsheet
06.2023 - Current
- Monitored employee performance closely, providing constructive feedback on specific tasks regularly while offering opportunities for professional development.
- Contributed to long-term strategic planning for the organization by identifying potential areas of growth within the order fulfillment department.
- Developed and maintained a strong team of order fulfillment specialists through effective coaching, training, and performance management.
- Managed daily operations, allocating resources efficiently to meet order demand while minimizing time.
- Assigned tasks to team members to complete within designated time frames.
Billing Specialist Team Lead (OTC)
3M GSC
01.2020 - 06.2023
- Transition process from USA to GSC Costa Rica
- Manages escalated internal and external calls related to billing, order or dispute management
- Resolution techniques to control the timeliness of resolving order or billing discrepancies
- Work with internal and external customers to resolve complex order disputes and escalate to management as needed
- Oversees billing is processed timely and accurately
- Responsible for training and monitoring of new employees
- Creates Adhoc Business Objects Reports to support the billing and dispute resolution processes
- Reviews, analyzes, and reconciles initial Order Entry exceptions and discrepancies to ensure accurate billing and prompt payment within best business practice and time sensitive guidelines
- Develop solutions to complex order and billing discrepancies
- Create ad-hoc reports for KPI management activities
- Data analysis using Oracle, MS Excel, Sales Force and others
- Identify trends and recommend opportunities for improvements
- SOP creation and maintenance
Master Data Senior & Master Data Senior
3M GSC
01.2016 - 01.2020
- Expertise in material master data set-up (includes conditional data such as production parameters, descriptions, dimensions, intercompany, costing, cleansing, warehouse)
- Develop expertise on data governance and processes
- Responsible for monitoring work queues for new requests (material quality, material tickets, material create/extend, cleansing)
- Responsible for completing assigned tasks within SLA and Cycle Time targets
- Coordination of respective queue or issue resolution, cycle time, leveraging Global Master Data Operations Support team to meet Service Level Agreements
- Train/consult functional data providers to support master data collection process
- Responsible for facilitation of data collection process and output for SAP
- Includes follow-up with the business on missing fields or incorrect data
- Provide reports to assigned business team to enable end-to-end process visibility
- Identification of opportunities to improve data quality & reduce cycle time
- Training and ERP deployment support
- Responsible for escalation of issues as needed
Order Management Senior Analyst
Hewlett Packard
01.2014 - 01.2016
- Establish contact with stakeholders by phone, email or through internal chat of the respective scenarios to take additional steps to solve customer inquiry
- Managed shipment delivery, transportation, customer satisfaction
- Collaborated regularly through scheduled conference calls with representatives at the distribution center for information sharing and resolution of escalated issues
- Developed the training material for the operational Dashboard and led global training sessions
- Served as subject matter expert for business Intelligence reporting, training and sharing best practices
- Take escalations for urgent request from stakeholders and by management
- Utilize Share Points to track information that will be used to take decision and plan ahead
AMS Engineering Support & Team Coordinator
Hewlett Packard
01.2010 - 01.2014
- Technical documentation for the process
- Re-engineering process for best practice
- Align new processes to AME organizations
- Implementation and execution of projects and programs
- Align efforts between BCP Team, OPs Team and IT teams to get resolution to IT disruptions that impact customer shipments
- Ensure the project team understands all aspects of the project chart relating to their respective responsibilities
- Coordinated project activities and ensure all project phases are documented appropriately, and met target timeline and budget objectives
Education
Bachelor's Degree - Business Management
Universidad San Marcos
01.2021
Lean Management Professional - Six Sigma
3M Learning Academy
01.2020
PowerBI, SharePoint and Access -
3M Learning Academy
01.2020
Technical Studies - Project Management
Tecnológico de CR
01.2016
Technical Studies - English
INA
01.2011
Skills
- Lean Six Sigma
- Leadership and Teamwork
- Management Skills
- Project Management
Accomplishments
- 3M Impact Global 2019
- 3M Impact Local Mentor
- Organizational Change Ambassador
- Engagement Team Coordinator
Timeline
Order Fulfillment Supervisor
Smartsheet
06.2023 - Current
Billing Specialist Team Lead (OTC)
3M GSC
01.2020 - 06.2023
Master Data Senior & Master Data Senior
3M GSC
01.2016 - 01.2020
Order Management Senior Analyst
Hewlett Packard
01.2014 - 01.2016
AMS Engineering Support & Team Coordinator
Hewlett Packard
01.2010 - 01.2014
Lean Management Professional - Six Sigma
3M Learning Academy
PowerBI, SharePoint and Access -
3M Learning Academy
Technical Studies - Project Management
Tecnológico de CR
Technical Studies - English
INA
Bachelor's Degree - Business Management
Universidad San Marcos
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