Julian Santana

Process Improvement & Operations: Agile frameworks

• Analyze and create workflows and standard operating procedures (SOPs) to identify inefficiencies.
• Develop and implement streamlined processes to improve service speed, waste reduction, and customer experience.
• Standardize best practices across franchise locations for inventory management, staff training, and quality control.
• Evaluate key financial metrics (food cost, labor cost, revenue per transaction) to enhance profitability.
• Implement strategies to reduce overhead while maintaining product quality and customer satisfaction.
• Provide ongoing support to franchisees, addressing challenges and implementing solutions.
• Ensure consistency in brand experience across all franchise locations.
• Identify opportunities to improve customer experience and drive customer loyalty.
• Work with marketing teams to enhance promotional campaigns and customer engagement.

As a Credit services rep , I successfully led key projects to enhance operational efficiency, standardize processes,

Using Agile methodologies, I spearheaded automation initiatives, including the integration of SAP with Power BI, which significantly improved data visibility and decision-making. Through close collaboration with IT, Data Analysis, and other cross-functional teams, I delivered impactful solutions that optimized financial reporting

• Analyzes credit information to establish customers' credit limits permitting highest profitable sales consistent with reasonably minimum losses
• Follow the team's SLAs and KPIs in accordance with SSC standards and goals.
• Work with the AP contacts at the hospitals to bring the account current, and review the invoice processing and payment management with the Accounts Payable representative
• Counsels and negotiates with customers to improve financial controls, suggest sources of working capital, and sets up special credit arrangements and payment schedules
• Plans credit restriction and collection tactics for risky, slow pay, and sensitive accounts
• Handle the portfolio for the following states WV UH & NE

Goals:

• To create a dashboard in PBI, getting and automation between SAP and PBI
• Lead different projects with our associate or junior position to improve their operational process
• Make a report about the reconciliation process with each customer
• Learn different strategics to get my portfolio current within 90 days
• Identify the Root cause of the billing issues and past Due about my portfolio to avoid future past due
• Recover the more than 2,000,000 USD for one customer in one month
• Recover the 65% and 70% of my portfolio analyzing the credit limits and customer behaviors
• Learn how to process a credit assessment for some customers within my portfolio

• As Credit associate, I got the opportunity to lead the new hires for quality assurance process with the Supervisor of credit and collections team, to create the training plan for the area and the KPI's for each process of QA, I was able to get contact with our stake holders in USA to update the transition of the process in the Share Services Center

Goals:

• To create a PBI with the whole KPI´s for supervisors and VP
• Support Dispute process transition from Brazil to SSC in Colombia (project)
• Lead the initiatives of the team to improve the operational procedures
• To improve skills such as project & people management
• To get the basic knowledge about our portfolio

• Order management for corporate accounts
• Support Customer services transition from Mexico to SSC in Colombia (Create KPI'S and SLAs for the transition )
• Lead Customer Service Transition from Brazil to SSC Colombia (Improve and create SOPs reports SLA's , work with HR team creating the new positions for the SSC in Colombia
• B2B, B2C, in Mexico and Brazil, manage with different product release areas for timely arrival to the hospital or emergency surgery, identify emergencies and priorities, entry and registration of new clients or patients, provide customer service to sales representatives, process analyst in SAP, make reports, and help unification processes with other areas for proper billing for each client along with their due check
• Assist with maintaining an organized formulary list, backorder notices and discrepancy lists