Aundrea Lucero
Irving
Summary
Results-driven SCM systems and ERP sales analyst with a strong foundation in analysis and problem-solving. Proven track record of identifying inefficiencies and implementing innovative solutions to enhance operational performance. Expertise in leveraging data analytics and exceptional communication skills to advance strategic initiatives. Committed to delivering measurable improvements and fostering collaboration across teams to achieve organizational goals.
Overview
21
21
years of professional experience
Work History
Business Processes Analyst (BGS-Commercial Spares)
Boeing Global Services, Inc.
11.2021 - Current
- Support OneSAP enhancements and processes
- Engage in PI Planning for project scheduling per Business Objectives determined by BGS Leadership
- Support the business requests for change implementation within OneSAP and gather end-to-end systematic requirements and relay the information to functional team who will help support system changes in OneSAP.
- Review functional spec data to familiarize myself with functional specs and functional documentation for transport
- Support VSM team by gathering business processes requirements as specific to each team/process and change in OneSAP
- Develop communication channels with all facets of the BGS-C business including Customer Program Manager, First Responders, Supply Chain, Procurement Specialist, CPM Analysts and Customer Account Managers along with various other teams to help implement communication and conversations around requested changes in OneSAP ERP system.
- Generate end-user tip sheets on various SAP processes within BGS-C ECC and CRM system to help end users with processes and system functionality need to support commercial sales orders and customer experience.
- Support PCR’s and Enhancement requests through implementation by providing support to the business with completion of PCR form and requirements gathering through testing.
- Help familiarize the customer facing team with new processes and changes within OneSAP while engaging users in User Acceptance Testing (UAT).
- Support the end users in BGS-C with various Sales Order processes such as OneSAP blocks workbench processes, order entry, direct shipment table maintenance and routing issue/questions, CRM assignments, GSEP ticket generation and OneSAP access related questions via the OTC group inbox email address.
- Pull reporting data for unscheduled orders, CRM service requests and BDI direct shipments routing table data on a monthly basis per monthly reporting.
- Support my OTC teammates with any testing or systematic procedures as needed.
- Generate floor communications to the BGS-C business end users regularly and as needed to provide updates, system maintenance awareness and any processes users may need more instruction or support with in terms of ECC processes for Order to Cash.
- Provide constructive insight to my fellow enablement coworkers team and BGS-C OneSAP users as it relates to specific processes within OneSAP and how best to navigate the system.
- Support functional analysts with any testing, data requirements gathering or support as needed when requested.
- Analyzed commercial processes to identify areas for improvement and increased efficiency.
- Collaborated with cross-functional teams to support project execution and enhance tool usability.
- Developed and maintained documentation for process workflows, ensuring clarity and consistency.
- Assisted in data collection and analysis to support strategic decision-making initiatives.
- Evaluated system performance and provided recommendations for enhancements to stakeholders.
- Facilitated training sessions for team members on new tools and updated processes.
- Coordinated with vendors to resolve issues related to software applications impacting operations.
- Monitored key performance indicators, ensuring alignment with organizational goals and objectives.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
Supplier Program Analyst II
Boeing Global Services, Inc.
06.2019 - 11.2021
- Support contractual management support for Product Line Manager.
- Supported BendixKing, Ontic, Boeing Electrical and Honeywell Lighting Product Lines
- Support Product Line Management in providing monthly sales reporting and monthly and quarterly business review data during vendor meetings.
- Help create and reach annual LRBP for each product line.
- Monitor monthly revenue for product lines and help build campaigns/promotions to increase sales.
- COVID-19 Risk management assessment and forecasting for business during pandemic.
- Strategize on how to win business back from pandemic drop in sales and return to flight forecasting for 2021-2025.
- Mitigated 6M in reserve inventory in 2021 as part of the HW Lighting Product Line team.
- Forecasted Revenue/Planning for 2022-2026 for Honeywell product line in 2021.
- Collaborated with cross-functional teams to streamline project workflows and improve efficiency.
- Conducted risk assessments to identify potential issues in project execution strategies.
- Developed reports utilizing advanced Excel functions for operational insights.
- Analyzed data trends to support decision-making processes across departments.
- Implemented process improvements to enhance data accuracy and reporting timeliness.
- Assisted in the development of training materials for new analysts and team members.
- Monitored compliance with regulatory requirements, ensuring adherence to industry standards.
- Facilitated workshops to promote best practices and knowledge sharing among staff members.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
Customer Account Specialist - Commercial Airlines
Boeing Global Services, Inc.
06.2018 - 06.2019
- Relocated to DFW area in 06-2018 as Sales Customer Account Specialist for Boeing Distribution, Inc.
- Managed SWA, SWA Chemicals, United Airlines, Alaska Airlines, Horizon Airlines etc.
- Provided Customer Support to maintenance personnel, company buyers and account managers.
- Created RMA/Warranty Claims for prior purchases and followed through until resolution.
- Represented Commercial Airline Group in Boeing CAS Support meeting in Seattle, WA.
- Completed many of the same described tasks as a SR. CSR in Denver CO.
- Managed orders via SAP ERP transacted via EDI services.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Developed and maintained courteous and effective working relationships.
- Learned and adapted quickly to new technology and software applications.
- Assisted in resolving customer issues, improving satisfaction through effective communication and problem-solving skills.
- Coordinated with cross-functional teams to streamline account management processes and enhance service delivery.
- Developed training materials for new hires, promoting best practices in customer account management.
- Analyzed customer feedback to identify trends and recommend improvements to enhance service quality.
- Led initiatives to improve workflow efficiency, resulting in reduced response times for customer requests.
- Mentored junior staff on effective account handling techniques, fostering a collaborative team environment.
- Coordinated with sales teams to ensure seamless transition from prospecting to account management stages.
- Processed account changes and updates, ensuring compliance with company policies and regulations.
- Managed customer inquiries and provided accurate information regarding account services and products.
- Facilitated clear communication between customers and internal departments such as billing or technical support for issue resolution.
- Contributed to the development of marketing materials targeted at specific customer segments for maximum impact.
- Prepared and submitted timely invoices, statements and payment reminders for customers.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving concerns.
- Leveraged CRM tools to track important client information, enhancing personalization in future interactions.
- Managed multiple customer accounts simultaneously, prioritizing tasks and managing time effectively.
- Secured on-time payments and collected on delinquent accounts with tailored payment plans.
- Completed routine and complex account updates to resolve problems.
- Tracked and maintained orders to guarantee prompt and successful delivery of merchandise to customers.
- Reduced customer complaints by implementing effective communication strategies.
- Reviewed account activity to assess financial status and evaluate discrepancies.
- Monitored accounts receivable, maintaining prompt payment schedules and minimizing overdue balances.
- Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
- Maintained accurate records of customer interactions, ensuring timely follow-up on outstanding issues.
- Analyzed customer usage data to identify trends and provide tailored recommendations for improved service utilization.
- Recognized as a top performer within the team, consistently meeting or exceeding performance metrics related to customer satisfaction.
- Streamlined account management processes for increased efficiency and productivity.
- Generated and distributed monthly customer statements.
- Resolved complex billing and payment issues for balanced, accurate accounts.
- Adhered to standards of quality and service as well as all compliance requirements.
- Continually updated knowledge on industry trends and developments to better serve client needs.
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
- Investigated customer credit references and approved credit lines.
- Created sales objectives and strategies to help struggling teams increase productivity and meet sales metrics.
- Negotiated favorable contract terms with clients while maintaining company revenue goals and objectives.
- Evaluated customers' potential needs to make appropriate recommendations.
- Conducted regular account reviews with clients to assess satisfaction levels and identify areas for improvement.
Sr. Customer Service Rep. (General Aviation)
Boeing Global Services, Inc.
08.2011 - 01.2018
- Accountable for training and implementation of new ERP system to Denver branch in February 2014 and actively trained Branch Mgr., Shipping Mgr. and CSR’s in SAP.
- Exclusively conducted internal training courses for co-workers and management before implementation of new ERP system began. Prepared branch staff for roll out.
- Actively travels to home office and other regional branches to learn SAP implementation process and relays the information to our Denver branch.
- Effectively communicates with central distribution warehouse to process urgent shipments for AOG’d aircraft.
- Creates and issues drop-ship purchase orders to a number of vendors on a daily basis for to meet customer availability dates.
- Primary contact for distributors and customer quotations, sales orders, tracking details, invoice information and lead times.
- Exclusively responsible for documentation of all aspects of the sales administration processes. Inclusive of processing all requests for quotations, government generated bids and ETA documentation, sales orders, packing slips and invoices.
- Accountable for all customers and distributor correspondence including new product line information and availability
- Managed customer inquiries and resolved issues with efficiency and professionalism.
- Developed training materials to enhance team knowledge of products and services.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Analyzed customer feedback to identify trends and recommend actionable improvements.
- Mentored junior representatives, fostering a culture of learning and continuous improvement.
- Implemented best practices for order processing, reducing turnaround time for customer requests.
- Engaged clients in person and over phone to answer questions and address complaints.
- Conducted regular performance reviews, providing constructive feedback to enhance team effectiveness.
- Led initiatives to enhance customer satisfaction metrics through strategic service enhancements.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Sought ways to improve processes and services provided.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Cross-trained and provided backup support for organizational leadership.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Escalated issues to proper supervisors when standard processes were not effective.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Increased efficiency and team productivity by promoting operational best practices.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
Supply Chain Management, OPS SCM
GPS Source, Inc.
01.2009 - 01.2010
- Responsible for scheduling all customer/vendor orders into production calendar to ensure timely delivery of custom GPS equipment.
- Work with Sales Administration and Technical Sales teams to correct system configurations per customer/vendor orders.
- Primary contact for internal purchase requests, vendor purchasing and inventory management.
- Defines and generates financial reports based on “Lean Manufacturing” operations management.
- Exclusively responsible for scheduling and completing all international shipment documentation inclusive of Harmonized Tariff Codes and Commercial Invoice creation.
- Tracks and reports cost savings related to vendor quality and AS9100 certification conformance.
- Works directly with the operation team to clarify any discrepancies between sales and end-user.
Sales Administration - OEM of GPS Equipment
GPS Source, Inc.
01.2008 - 01.2009
- Primary contact for distributors and customer quotations, sales orders, tracking details, invoice information and lead times.
- Exclusively responsible for documentation of all aspects of the sales administration processes. Inclusive of processing all requests for quotations, government generated bids and ETA documentation, sales orders, packing slips and invoices.
- Generated substantial revenue for GPS Source, Inc. by processing military and government request for proposals.
- Accountable for all customers and distributor correspondence including new product information, product drawings and spec sheets.
- Assists in generation of all print advertisements and published in trade publications.
- Solely accountable for generation and revision of all active and revised price lists.
- Responsible for filing all sales informational pieces, reports and files into the corporate documentation system available to entire Sales organization and management teams.
- Accountable for all tradeshow planning and organization.
- Works with engineering officials and CEO to provide product display, information and documentation at national tradeshow conferences.
- Generates sales leads and vendor leads at tradeshow conferences via industry networking.
- Gathers, analyzes, prepares and summarizes recommendations for sales revenue plans, distributor activity, trended future inventory requirements, and operating forecasts.
- Created employee training handbooks with guidelines for daily Sales Administration functions for new employee reference.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Proved successful working within tight deadlines and a fast-paced environment.
- Passionate about learning and committed to continual improvement.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Office Manager, Office Administration
02.2007 - 01.2008
- Responsible for answering main telephone line and distributing calls accordingly.
- Primary contact for all A/P and A/R related issues and or questions.
- Responsible for generating and mailing customer and vendor invoices daily.
- Responsible for weekly employee time card data entry provided to CFO for review and payroll generation.
- Responsible for notarizing all internal documentation requiring public notary seal and signature.
- Responsible for weekly P.O. Box management and mail distribution.
- Assists with management travel arrangements and lodging per calendar of events and equipment installs.
- Responsible for reconciling A/R and A/P accounts.
- Managed and maintained records for all employee purchase requisitions and expense accounts and provided detailed reports with receipts to CFO for review.
- Planned and organized all company events i.e. Customer visitations, vendor visitations, holiday office parties and employee teambuilding events.
Sr. Application Specialist, Collections and Payment Applications
Receivable Management Services (RMS)
01.2006 - 02.2007
- Implements various third-party collection procedures to reconcile outstanding portfolio balances.
- Performs payment applications and invoice requests.
- Gathers and applies all lockbox payments from previous business day.
- Responsible for training of new employees and improving collection processes based on overview of communication techniques and strategies.
- Manages numerous portfolios as Application Specialist for RMS customers and internal accounts, i.e. YahooHotJobs, CDW/CDW Direct, Danka and UPS.
Payroll Specialist and Office Manager, Office Administration
Shurtleff & Andrews
07.2005 - 01.2006
- Primary contact union iron workers union hall officers at Xcel Comanche Power Plant.
- Responsible for creating and maintaining employee database, files and payroll.
- Completed weekly payroll for 25 plus employees.
- Directed all truckloads from main gate to construction site grid of unloading.
- Maintained log of all steel pieces dropped off at construction site for build of power plant silo.
- Primary contact for home office HR department based in Salt Lake City, UT.
- Conducted all accounting functions for site until contractual obligation was completed.
Credit Application Specialist, Audit and Process Implementation
World Finance Corporation
10.2004 - 07.2005
- Responsible for complete lending procedures and customer account creation.
- Gathered and analyzed customer credit history and annual income information per lending policies.
- Provided customer service and loan stipulations and documentation to customers daily.
- Primarily represented company in court collection proceedings.
- Completed collection calls and customer account correspondences daily.
- Generated and analyzed revenue reports and customer delinquency reports daily.
- Assisted in Hiring and training of all new hires per company account management and collection procedures.
Education
BSc - Mass Communications
Colorado State University-Pueblo
Pueblo, CO06.2004
Skills
- Microsoft office
- Analytical thinking
- MS Excel
- Time management
- Attention to detail
- Information gathering
- Root-cause analysis
- Continuous improvement
- Process improvements
- Issue identification
- Tableau software
- Risk mitigation
- Deadline adherence
- Business intelligence
- Account reconciliation
- Business acumen
- BI dashboards
- Teamwork and collaboration
- Problem-solving
- Excellent communication
Accomplishments
- Resolved product issue through consumer testing.
- Achieved Enhancement Rollout to Production systems by completing User Acceptance Testing (UAT) with accuracy and efficiency.
- Collaborated with team of less than 20 people in the development of SAP enhancements for business support or enhancements of current SAP ERP applications.
- Developed internal and external networking to understand and achieve support throughout project implementation for Boeing, Inc.
- Continued growth and development throughout career within OEM of commercial aircraft manufacturer.
Training
- 2023 Ethics Ambassador -BGS DFW Location Focal Dallas, TX Boeing Ethics Ambassador for Dallas BGS location
- 2014 System Applications and Products in Data Processing (SAP) Denver, CO Super User for SAP Rollout for Boeing Global Services (ERP System)
- 2014 Aviall Showtime 201 Dallas, TX Customer Service Support and Product Selling Skills Workshop
- 2013 Crown Equipment Operator Training Program Denver, CO Sit-Down Counterbalanced Lift Truck
- 2013 Lawson ERP Training Denver, CO ERP System
- 2010 AS9100 Training and Certification Pueblo West, CO AS9100 standards for aerospace manufacturing
- 2009 UPS WorldShip Pueblo West, CO UPS WorldShip System on-site training
- 2009 Skillpath Seminars Colorado Springs, CO Customer Service and Effective Communication
- 2009 Skillpath Seminars Colorado Springs, CO Microsoft Office XP - Beginning, Intermediate, Advanced
- 2007 Intuit QuickBooks Training Colorado Springs, CO
Languages
English
Native or Bilingual
Timeline
Business Processes Analyst (BGS-Commercial Spares)
Boeing Global Services, Inc.
11.2021 - Current
Supplier Program Analyst II
Boeing Global Services, Inc.
06.2019 - 11.2021
Customer Account Specialist - Commercial Airlines
Boeing Global Services, Inc.
06.2018 - 06.2019
Sr. Customer Service Rep. (General Aviation)
Boeing Global Services, Inc.
08.2011 - 01.2018
Supply Chain Management, OPS SCM
GPS Source, Inc.
01.2009 - 01.2010
Sales Administration - OEM of GPS Equipment
GPS Source, Inc.
01.2008 - 01.2009
Office Manager, Office Administration
02.2007 - 01.2008
Sr. Application Specialist, Collections and Payment Applications
Receivable Management Services (RMS)
01.2006 - 02.2007
Payroll Specialist and Office Manager, Office Administration
Shurtleff & Andrews
07.2005 - 01.2006
Credit Application Specialist, Audit and Process Implementation
World Finance Corporation
10.2004 - 07.2005
BSc - Mass Communications
Colorado State University-Pueblo
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