Alvis Guillen
Miami,FL
Summary
As a top-performing Sales and Customer Experience Manager with 20-plus years of experience in sales and team leadership, I have consistently demonstrated a remarkable ability to coach and improve the performance of sales teams. My innovative and creative approach, honed through progressive experience in the aircraft sales and marketing industry, has consistently driven growth and created new revenue streams. As a skilled negotiator, I excel at creating persuasive deals and communicating effectively with stakeholders at all levels. My experience as a sales strategist shines through when thinking outside the box to find solutions. I am a tenacious problem-solver with excellent judgment, thriving in fast-paced environments. With strong de-escalation and personnel management skills, I have a background in operations, business analysis, product and pricing strategies, and marketing. I am dedicated and committed to ongoing learning.
Overview
33
33
years of professional experience
1
1
Certification
Work History
ACCOUNT SPECIALIST MANAGER/ Sales/SIOP Specialist-
Meggitt
07.2019 - Current
- · Responsible for the daily MRO operation of customer experience team, aiming the team to delivery excellent service and support to customers. This includes coaching them to understand Parker's offer-of-sale terms and conditions. My role also involves ensuring that the team consistently meets customer needs. I have developed standard work processes and procedures for the daily operations, encompassing aspects such as quotes, credit, debits, RMAs, exchanges, escalating customer complaints, quality escapes, etc.
- · Streamlined workflow by identifying bottleneck in existing system and proactively addressing these challenges through appropriate solutions implementation
- · To help meet our organization's monthly target, I have instituted a Team Improvement Board (TIB) equipped with precise metrics. This tool facilitates tracking and completion of monthly MRO quotes and approvals, aiming to achieve a cumulative value of $5 million monthly.
- · Participate in daily Gemba and run the business (RTB) walks with MRO leadership team to address customer issues. In addition, I collaborate daily with various department within the organization, including Logistics, Sales, Quality, procurement, Shipping, and Receiving, to resolve customer-related challenges. I also work closely with supply chain team to enhance delivery for sub-components required to repair LRU.
- · Ensure that customers receive MRO repair quotes within a 24-hours timeframe. Additionally, I make certain that all MRO repair quote approvals are obtained in less than 60 days. I have trained the customer specialist team in offering rotable exchanges to customer, this strategy aims to enhance customer scorecard, improve turnaround times, and prevent liquidated damages. I train new employees in our standard operating procedures and assist Trade Compliance department in clearing incoming oversee shipment and resolving export issues. This involves maintaining data with annual end-user certificates for export compliance. Additionally, I provide support to the military team as needed and I am responsible for training the account specialist team in using customer portals such as aeroxchange, B2B, Collins, Textron, Boeing, etc. Furthermore, I ensure that our team provides premier customers with a weekly open order report and schedule weekly calls with the account specialists to follow up on repair order quotes.
- · Manage one of the Parker Meggitt largest accounts (American Airlines) and have increased revenue year over year by 6% helping the company to achieve its annual revenue goal of $145 million. As manager of the team, I ensure sales quotas, KPIs, and client deadlines are met with exceptional results. I train the sales team on sales strategies, product knowledge, and technical communication, promoting high employee engagement. I guide the team in developing new sales opportunities, and recovering lost accounts. I de-escalate and resolve customer complaint and boost sales through cold-calling techniques. Consistently exceeding customer expectations, I have increased satisfaction scorecard results by 15%.
- · Create follow-up reports for the account executive team for quote management and manage the inbox for request for quotes (RFQ). I recommend products to the team for sales and maintain a prospect database. I work closely with leadership team in daily meetings to establish potential wins and losses.
- · Coach employee to take pride of their work and assume ownership of their responsibilities, fostering a positive company culture. Additionally, I effectively resolve personnel challenges, resulting in excellent employee retention outcomes
- · Collaborate in the sales, inventory, and operations planning (SIOP) which aim the company to create statistical forecast for spares and to convert sales forecast into monetary units ($).
- Participate in the company AOG 24/7 system.
MARKETING MANAGER
Meggitt
01.2017 - 06.2019
- · Developed a marketing campaign grounded in thorough market analysis and understanding of the aircraft platform. (Pneumatic bottles, Restraint, batteries)
- · Accurately predict inventory demands by analyzing product performance and understanding client needs.
- · Designed a successful business flyer offering discounts, which effectively helped in recovering lost business.
- · Trained the sales team on product knowledge and identified the most lucrative target markets. Additionally, I collaborated with the team to determine the most effective sales strategy. Established new opportunities through SalesForce.com (SFDC)
- · Provided consultation on annual budget allocation, prepared presentations for senior management, and collaborated on various projects
- · Collaborated with the supply chain department to build an appropriate inventory, utilizing software tools such as Power BI and Servigistics. Ran reports using flight global search engines to understand the market for aircraft fleets
- · Developed customized packages for clients; created fixed prices for repair shop, resulting in competitive market share
INSIDE SALES EXECUTIVE
Meggitt
01.2011 - 01.2017
- Implemented effective After-Market sales strategies, tailored to market trends and customer needs, resulting in increased revenue.
- Evaluated potential areas for applying discounts and making purchases to add value. I identified sales targets and opportunities, generating new leads in the process.
- As account manager, I oversaw customer accounts and After-Market Sales/Commercial Spares at respective Meggitt sites. I negotiated sales agreements and contracts with terms beneficial to all parties involved.
- Captured and analyzed data in the CRM system, created sales reports, and monitored sales trends and progress. I participated in DLAs, maintaining transparency across all sites.
- In collaboration with teams, I aimed to meet budgets, fill gaps, drive sales, and build relationships. I traveled for industry conferences, trade shows, sales meetings, as well as customer, partner, and Meggitt site visits
- Assisted in developing of a comprehensive Americas Inside Sales Team and coordinated with Customer Service and Trade Compliance to ensure customer commitments were met with superior outcomes.
- Responsible for creating, maintaining, revising, and documenting complex processes and procedures, paying close attention to detail.
- In supporting clients, I oversaw sales cycle, which included quoting, follow-up, tracking performance, developing business opportunities with both new and existing customers, performing analysis, forecasting, and surplus sales
SALES AND CUSTOMER SERVICE SUPERVISOR
Rockwell Collins
01.1991 - 01.2010
- · Led a team of customer service staff, conducting weekly meetings, ensuring KPIs were met, delegating workflow, and training on operational procedures. This resulted in excellent employee engagement and retention.
- · Coached staff for improved performance results and resolved personnel challenges and disputes. I secured repair contracts (fixed firm price) from both domestic and international customers and led the sales team in achieving the organization's sales goal of $18M.
- · Met customers’ expectations by providing excellent support via phone, resolving complaints, solving technical problems, and handling AOG (aircraft on ground) calls after hours.
- · Collaborated with management to develop staffing and sales strategies and managed process changes & improvements. I implemented new systems and solutions in collaboration with IT and operations.
- · Shared technical skills with CSR to facilitate understanding of repair quotations for customers and generated effective work in process/shipping reports for CSR to follow up with customers.
- · Supported customers by providing product and technical information in a timely manner and provided direct support to upper management, generating a pipeline to increase sales and performing GAP analysis.
- · Facilitated the purchase of serviceable units (LRU) in the aftermarket to support sales for overhaul equipment and supported the finance department with billing, reviewing discrepancies, analyzing prices, selecting or recommending suppliers, verifying delivery, and approving payments.
- · Compiled information from OEM’s catalogs and other sources to stay updated on price trends and communicated with internal departments to resolve exchanges, cores due, rentals, returns or warranty issues.
Education
Associate of Science - Computer Information System Analysis
Miami Dade College
Miami, FLAssociate of Science - Electronic Technology
Miami Dade College
Miami, FLBachelor of Science - International Trade Management
Dunlap-Stone University
Phoenix, AZSkills
- MS Office, Oracle, BOSS, SAP, Quantum, Crystal, Visual Compliance, ILS, Aeroxchange, B2B, Parts Base, Stock market, Trade Compliance, Logistics, Excel, Salesforce, and Microsoft Teams
- Supervision and leadership
- Multitasking Abilities
- Active Listening
- Calm Under Pressure
- Conflict Resolution
- Friendly, Positive Attitude
- Relationship Building
Certification
· Certified U.S. Export Compliance Officer
· Certificate of achievement AES compliance
· 5S Lean Champion
Timeline
ACCOUNT SPECIALIST MANAGER/ Sales/SIOP Specialist-
Meggitt
07.2019 - Current
MARKETING MANAGER
Meggitt
01.2017 - 06.2019
INSIDE SALES EXECUTIVE
Meggitt
01.2011 - 01.2017
SALES AND CUSTOMER SERVICE SUPERVISOR
Rockwell Collins
01.1991 - 01.2010
Associate of Science - Computer Information System Analysis
Miami Dade College
Associate of Science - Electronic Technology
Miami Dade College
Bachelor of Science - International Trade Management
Dunlap-Stone University