Carlos Javier Tello Andrade
Hallandale,Florida
Summary
Experienced operations management professional with a proven track record in process improvement and SOP development. Skilled in data mining and leveraging data-driven insights for strategic decision-making. Holds an MBA with a robust academic foundation in Business Administration. Demonstrated success in departmental reengineering and fostering staff development. Committed to driving efficiency and embracing a culture of continuous improvement.
Overview
17
17
years of professional experience
Work History
Safety Director
Star Transportation PA Inc.
02.2022 - Current
- Driver Control: Oversight of driver performance and training to ensure safety and efficiency.
- Regulatory Compliance: Implementation of random alcohol and drug testing, maintenance of accident records, and adherence to legal requirements.
- Safety Score Monitoring: Tracking and supervision of safety scores for drivers and vehicles to uphold safety standards.
- Payment and Agreement Management: Efficient handling of payments, fines, and inspection agreements to facilitate smooth operations.
- Data and Record Management: Maintenance of thorough records including employment details, insurance documents, vehicle maintenance logs, registrations, plates, and CRM documentation for effective customer relationship management.
- Documentation and Permits: Maintenance of necessary documentation and permits to ensure legal compliance and operational continuity.
- PrePass Control: Management of PrePass transponders and compliance to expedite weigh station bypasses, enhancing fleet efficiency and reducing delays.
- Tickets Control: Management of traffic tickets incurred by drivers, involving collaboration with attorneys to fight or mitigate penalties, minimizing financial and operational impact.
- Previous Employment Control: Verification and evaluation of the employment history of drivers, ensuring reliability and compliance with company standards.
- Random Program with Quest: Implementation of random programs with quests or tasks designed to assess and improve driver performance, safety, and compliance.
- Drivers Insurance Liability: Management and oversight of driver insurance liability to ensure adequate coverage and compliance with insurance requirements.
- OCC Control: Oversight and management of Occupational Accident Coverage (OCC) to provide financial protection for drivers in the event of work-related injuries.
- Quality Surveys: Assessment of service quality through comprehensive surveys to enhance customer satisfaction.
- Leadership: Leading a team of 5 direct reports, providing guidance and direction to ensure operational efficiency and team success.
- Clearinghouse Maintenance: Maintenance and upkeep of the Clearinghouse database to ensure compliance with FMCSA regulations regarding drug and alcohol violations.
- General Oversight: Continuous monitoring and tracking of all operational activities to identify areas for improvement and ensure overall efficiency.
OPERATION EFFICIENCY MANAGER
Corporación El Rosado S.A.
01.2014 - 01.2021
- Implemented Workforce System: Implemented Reflexis System, a Workforce Management System, at the corporate level, overseeing 10,000 employees.
- Conducted Labor Standards Surveys: Conducted labor standards surveys across all business units, including Mi Comisarito, Ferrisarito, Juguetería, Riostore, Super Cines, Chilis, Carls Jr., Red Lobster, IHop, among others.
- Prepared User Manuals: Prepared user manuals for the Workforce System to ensure smooth implementation and user adoption.
- Conducted Data Mining: Conducted data mining to establish key metrics for the system, such as sales, clients, and articles, enabling data-driven decision-making.
- Managed Training Plan: Managed the corporate-level training plan and conducted training sessions for all business units within the corporation to enhance employee skills and productivity.
- Led Projects for Procedure Improvement: Led projects aimed at improving procedures in various business units, including Mi Comisariato, Ferrisariato, Riostore, Mi Juguetería, Chilis, Carls Jr., and Supercines, fostering operational excellence.
- Evaluated KPIs: Evaluated, monitored, and controlled Key Performance Indicators (KPIs) related to sales measurement to assess performance and identify areas for improvement.
- Assessed Retail Managers: Assessed retail managers' performance and provided feedback to ensure alignment with organizational goals and objectives.
- Developed Retail Clusters: Developed and implemented retail clusters for efficient management, optimizing resource allocation and improving store performance.
- Planned Store Hours: Planned store hours through mesh planning techniques, ensuring adequate staffing levels and optimal customer service.
- Created Manuals and Guides: Created manuals and guides for both Business Units and Human Resources departments to provide clear guidelines and procedures for operations.
- Conducted Training Sessions: Conducted training sessions in leadership, customer service, and sales to equip employees with necessary skills and knowledge for success.
RETAIL MANAGER
Corporación El Rosado S.A.
01.2012 - 01.2014
- Sales Control and Reporting: Track sales performance and generate reports for analysis. Identify areas for improvement and implement corrective actions.
- Warehouse Management and Inventory Control: Maintain optimal stock levels and minimize losses.
- Purchase Management and Staff Administration: Manage the purchase process efficiently.
- Marketing and Promotions: Executing marketing campaigns and promotional activities to drive sales and increase foot traffic.
- Customer Service Management: Ensuring exceptional customer service standards are maintained, resolving customer complaints effectively, and fostering a positive shopping experience.
- Visual Merchandising: Implementing visually appealing displays and layouts to showcase products effectively and attract customers.
- Product Knowledge Training: Providing ongoing training to staff members on product knowledge and sales techniques to enhance their ability to assist customers and drive sales.
- Performance Evaluation: Conducting regular performance evaluations for store staff, providing feedback, and implementing performance improvement plans as needed.
- Compliance and Safety: Ensuring compliance with all relevant laws, regulations, and company policies, as well as maintaining a safe and secure environment for customers and staff.
- Community Engagement: Building and maintaining relationships with the local community through participation in events, sponsorships, and other initiatives to increase brand visibility and goodwill.
- Continuous Improvement: Identifying opportunities for process improvement, implementing best practices, and driving continuous improvement initiatives to enhance store efficiency and effectiveness.
- Crisis Management: Responding to emergencies or unexpected situations effectively, implementing contingency plans, and minimizing disruptions to store operations.
- Employee Development: Providing coaching, mentoring, and professional development opportunities to store staff to foster career growth and improve job satisfaction.
CUSTOMER SERVICE ANALYST
Contecon Guayaquil S. A.
01.2008 - 01.2012
- Development of Statistical Reports: Developed statistical reports of requests and complaints attended by the company, providing valuable insights for improvement.
- Preparation of Customer Satisfaction Surveys: Prepared customer satisfaction surveys and statistical reports to gauge customer feedback and enhance service quality.
Technical Advice on Customs Issues: Provided technical advice on customs issues to both internal and external clients, ensuring compliance and smooth operations.
Development and Implementation of Claims Management System: Developed and implemented a Claims Management System to streamline the process of handling customer requests and complaints. - Customer Requests and Claims Attention: Addressed customer requests and claims promptly and effectively, ensuring customer satisfaction and retention.
- Preparation of Procedure Manuals: Prepared procedure manuals to standardize processes and improve efficiency across departments.
- Preparation of Reports of Reception and Delivery of Cargo: Prepared reports of reception and delivery of cargo, maintaining accurate records for operational transparency and accountability.
Registry of Warehouse Revenue and Corrections: Managed the registry of warehouse revenue, reversals, and corrections in the Customs System, ensuring compliance with regulations. - Coordinator and Guide of Visits: Coordinated and guided visits of Shipping Lines and Agencies to the Port Terminal, facilitating smooth interactions and fostering positive relationships.
- Microsoft Office Trainer: Provided training in Microsoft Office applications, equipping employees with essential skills for productivity and efficiency.
- Instructor: Served as an instructor, delivering informative and engaging training sessions to enhance employee knowledge and performance.
Billing Analyst
Contecon Guayaquil S. A.
01.2007 - 01.2008
- Billing of Port Services: Managed the billing of port services for imports and exports, ensuring accurate invoicing and financial transactions.
- Trainer in Billing System: Provided training in the use of the billing system to staff members, enhancing their proficiency and productivity.
- Trainer in Documentation Interpretation: Conducted training sessions on the identification and interpretation of documentation from SENAE and Shipping Agencies, ensuring compliance and efficiency in operations.
- SYSPRO Operator: Operated the SYSPRO Accounts Receivable System, managing accounts and transactions effectively to maintain financial records.
- Preparation of Cargo Clearance Reports: Prepared cargo clearance reports, documenting the clearance process for imports and exports, and ensuring compliance with regulatory requirements.
Education
MBA -
Universidad Santa María
Guayaquil - Ecuador01.2012
Business Administration, Mention in Foreign Trade and Marketing. -
Universidad Santa María
Guayaquil - Ecuador01.2007
High School Diploma -
Moderna Sergio Pérez Valdez
Sanborondon - Ecuador01.2001
Skills
- Documentation And Reporting
- Office Management
- Organizational Leadership
- Process Improvements
- Organization and Multitasking
- Customer Service Management
- Process Improvement
- Microsoft Office Suite
- Quality Standards
- Workflow Planning
- Team Collaboration
- Project Management
- Employee Development
- Strategic Planning
- Policy Development
Accomplishments
- Implemented a Work Force System, during the pandemic, in the third largest company in Ecuador. Corporación El Rosado S.A
- Development and implementation of measurement by KPIs for store managers of business lines: Mi Comisariato, Ferrisariato, Mi Juguetería and Riostore.
- 30% reduction in overtime and optimization of destruction ratios in business lines: Mi Comisariato, Ferrisariato, Mi Juguetería and Riostore.
- Decrease the turnover and absenteeism of the staff of: Mi Comisariato, Ferrisariato, Mi Juguetería and Riostore.
- Optimization of staff quotas.
- Reduction of billing times.
- Development and implementation of a customer service improvement plan in the Cashier area of the My Comisariato e Hiper Market business units.
- Development and implementation of Performance Evaluation System.
- Increase in sales of climatization equipment by 10%.
- Increase in rental of air conditioning equipment by 20%Captación del personal para el área administrativa y financiera de la empresa Contecon Guayaquil S. A.
- Problem Identification and Proposal for improvements in Billing and Claims System.
- Development of customer satisfaction surveys and statistical reports.
- Reduction of response times for requests and complaints.
- Obtaining approval of manuals of Billing procedures, Customer Services and Garitas by audit of ISO Standard.
Personal Information
- Identification Number: 120346305-2
- Age: 40
- Place of Birth: Guayaquil
- Date of Birth: 01/20/83
- Nationality: Ecuadorian
- Marital Status: Single
Computing
- MS Office (Alto)
- Internet (Alto)
- SPPS (Alto)
- Flash (Elemental)
- Robodemo (Alto)
- TOIS (Alto)
- SYSPRO (Intermedio)
- SAP (Elemental)
References
- Ec. Rocío Morán, Operation Manager, Corporación El Rosado S.A., 0993-953672, rmoran@elrosado.com
- MBA. Andrés Coronel, Purchasing Manager, CEYM GLOBAL S. A., 0994-423815, andres.coronel@ceymglobal.com
- Ing. Giovanna Ávila, Customer Services Manager, Contecon Guayaquil S.A., 0997-216229, gavila@cgsa.com.ec
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Safety Director
Star Transportation PA Inc.
02.2022 - Current
OPERATION EFFICIENCY MANAGER
Corporación El Rosado S.A.
01.2014 - 01.2021
RETAIL MANAGER
Corporación El Rosado S.A.
01.2012 - 01.2014
CUSTOMER SERVICE ANALYST
Contecon Guayaquil S. A.
01.2008 - 01.2012
Billing Analyst
Contecon Guayaquil S. A.
01.2007 - 01.2008
MBA -
Universidad Santa María
Business Administration, Mention in Foreign Trade and Marketing. -
Universidad Santa María
High School Diploma -
Moderna Sergio Pérez Valdez
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