Karla Souza Bergen
Springfield,Ohio
Summary
Experienced coordinator with a strong foundation in operations support. Skilled at streamlining workflows and improving efficiency in collaborative work settings. Demonstrates expertise in problem-solving and optimizing processes to drive success.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Business Operations Support Specialist
Konecranes
04.2022 - 05.2025
- Assisting in the smooth functioning of a business by managing administrative tasks, resolving operational issues, and ensuring efficient processes. Identifying and resolving operational problems, escalating issues when necessary, and ensuring smooth system operation. Reviewing existing processes, suggesting improvements, and implementing changes to enhance efficiency. Conducting in person and online training for new hire employees. Implementing new business office/sales software for Latin America.
Maintenance Coordinator
Konecranes
04.2018 - 04.2022
- Plan and schedule monthly and period crane inspections for branches/territory assuring that all equipment/parts needed will be available for job. Ensure that manpower available will be used efficiently and look for resources when needed to deliver monthly forecasts. Review new agreements. Verify customer assets, associated service products and material requirements to be delivered for each agreement. Renew and plan the execution of existing agreements, ensuring that quotes for renewal are accurate and meting expected CMII(contribution margin). Run the agreements-due-for-renewal report weekly. Generate service requests and work packages and assign to field operatives. Review of job costs such as labor, expense and materials. Following up with customer on inspection results, supporting with quotes for repair when needed and support service planners to maintain optimal service level.
Sales Engineer
R&M Materials Handling, Inc.
02.2013 - 04.2018
- Working with SAP, engineering tools and EDI technologies, I am responsible for prepare product sales contracts for presentation to clients for approval meeting customer’s specification and oversee organization sales activities. Strong mechanical and electrical engineering knowledge to be able to offer best product to the requested application. Write and help revising departmental policies and procedures. I have also participated in Six Sigma-Lean Manufacturing projects providing business process development. As part of standard business position, maintain excellent relations with suppliers and client network using CRM to manage and analyze customer interactions throughout a lifecycle. Able to use mechanical strategies and price negotiation, as well as apply knowledge of ISO9002/AS9100 and other CMAA/CSA standards combined with engineering tools to meet quality assurance standards of customers’ requirements.
Project Coordinator (Latin America)
Konecranes
11.2011 - 02.2013
- Monitored, organized, and evaluated information submitted by more than 10 managers, coordinating shipments for components and all services related to the crane building process to all Latin America locations, and assuring that all jobs were completed and documentation complying with norms for each specific destination country. Worked as a Key User on SAP implementation with roles of business requirement, validation, testing and training. Wrote and helped revising departmental policies and procedures.
Customer Service Specialist- Warranty and Technical Support
R&M Materials Handling, Inc.
12.2007 - 11.2011
- Processed and coordinated all warranty claims and return requests. Communicated with customers once inspection results were determined, sending denial letters or requesting credit notes. Worked as an interpreter for Latin America customers for all Aftermarket related issues. Processes offers and orders for Spare Parts for Latin America customers.
Education
Bachelor's Science Degree - Management & Leadership, Minor in Information Systems Management
Franklin University
01.2017
Associate’s Degree - Business Management
Clark State Community College
01.2016
Computer Science – 84 credits completed
Federal University of Campina Grande
01.2000
Skills
- Strong ability to plan, execute, monitor, and complete projects in a timely manner
- Ability to identify potential problems and seek speedy cost-effective solutions
- Ability to motivate employees and improve productivity
- Good organizational skills
- Excellent analytical and problem-solving skills
- Enjoy customer relations and ability to bring new solutions to them
- Lean Six sigma – Green Belt certified
- Scheduling management
- Operational efficiency
Certification
Six Sigma - Green Belt
Languages
English
Native or Bilingual
Spanish
Full Professional
Portuguese
Native or Bilingual
French
Elementary
Timeline
Business Operations Support Specialist
Konecranes
04.2022 - 05.2025
Maintenance Coordinator
Konecranes
04.2018 - 04.2022
Sales Engineer
R&M Materials Handling, Inc.
02.2013 - 04.2018
Project Coordinator (Latin America)
Konecranes
11.2011 - 02.2013
Customer Service Specialist- Warranty and Technical Support
R&M Materials Handling, Inc.
12.2007 - 11.2011
Associate’s Degree - Business Management
Clark State Community College
Computer Science – 84 credits completed
Federal University of Campina Grande
Bachelor's Science Degree - Management & Leadership, Minor in Information Systems Management
Franklin University
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