MARIA CLAVIJO-DEMCHALK
Frisco,USA
Summary
Dynamic General Manager with a proven track record in implementing strategic initiatives that enhance profitability and boost sales. Recognized for operational excellence and superior customer care, fostering a culture of high performance. Adept at motivating, training, and developing team members to excel in competitive environments. Committed to driving sustainable growth through effective leadership and strategic planning.
Overview
20
20
years of professional experience
1
1
Certification
Work History
General Manager, Service and Maintenance
Gold Medal Pools
Lewisville, USA
10.2022 - Current
- Increased EBITDA from negative 17% to positive 17.2%, marking a significant improvement of 34.2%.
- Increased YOY Gross Margin by 25%
- Reduced employee turnover by over 50% with new residential maintenance tech training program.
- Designed new variable pricing to answer the market needs while continuing to focus on customer retention and customer satisfaction metrics
- Restructured Service and Maintenance team and reduced overhead by 20% YOY ($132K reduction)
- Designed a team organizational structure capable of supporting the growth of the business up to 10,000 pools in the next 18 months
- Lead the S&M due diligence to acquire an additional 1,000 pools in the second half of 2023
- Successfully implemented new CRM (HubSpot and AirCall) as part of the redeployment of the customer service team (The Hub) by zones
- Decreased annual customer churn from 25% to a run rate of 18%.
- Successfully launched new field operations software, Zuper, to manage day to day operations
Vice President, Operations
PowerHouse
Crowley, USA
08.2021 - 09.2022
- Accountable executive for the operational and financial results of the Facilities Maintenance Division. Total staff of 102 FTEs including field technicians, analysts, subject matter experts, customer service representatives, and operations leader. Annual revenue of $75M
- Increased monthly revenue from $4.5M at 17% margin in Q4 2021 to over $6.0M at 20% margin in Q2 2022 through strategic initiatives and customer growth.
- Led integration of newly acquired firm Advanced Service Solutions in January 2022, increasing staff by 15 FTEs.
Senior Principal Consultant
C&C Ingeniería y Procesos
Barranquilla, Colombia
08.2020 - 07.2021
- Led proposal for Bolivian Government audit of FANCESA plant in Sucre, Bolivia. SOW included a technical/engineering review, a financial/administrative audit, and a legal/compliance examination. Total value of assets to be audited, $297M
- Managed 10 consultants including engineers of multiple disciplines, project managers, lawyers and professional auditors
- Led negotiations with the senior leadership of Cementos Argos, S.A, (Cartagena, Colombia). Successful negotiation resulted in a contract to recommission a full production line and increase the plant capacity by 30% to respond to the increasing domestic demand. Contract value of $3 M
Vice President, Customer Experience
Vixxo
Dallas, USA
07.2017 - 03.2020
- Product Owner leading the team responsible for enhancements to the Operations facing IT platforms. Total staff of 30 FTEs, which included in-house as well as international contractors
- Responsible to the C-Suite for all budgets spent on new IT development and its associated ROI
- Leader of the business insights during IT development as well as product launch
- Directed operations as Subject Matter Expert for Frog Consulting engagement.
- Facilitated comprehensive studies focused on enhancing design for varying user populations including internal resources and corporate users.
- Accountable Executive for customer satisfaction across client portfolio ($1 B). Analyzed client feedback data to create and execute initiatives targeting improvements in partnership and loyalty scores. Increased customer satisfaction scores by 25%
- Chaired a cross functional team of 15 members to execute the service center geographical consolidation reducing the annual operational costs by over $2M
- Successfully launched the innovative quality assurance initiative for domestic and international service centers, covering 700 FTEs and achieving over 5% improvement in quality scores
Account Executive, Retail
Vixxo
Dallas, USA
12.2012 - 06.2017
- Oversaw operations at the Dallas service center catering to 5,000 clients and handling more than 15,000 monthly transactions in North America and the Caribbean. Staff of 70 FTEs with an annual revenue of $60M
- Managed a comprehensive contract renewal with Michaels Stores worth $150M.
- Boosted revenue by executing targeted account penetration plans involving diverse project management solutions.
- Designed forecasting methods integrating asset details and equipment performance. Accomplished an average uptime improvement of 10% and a reduction of operational cost of $500K per year
- Managed implementation of new client rollouts involving SOP production and training requirements.
Head of Human Resources
Vixxo
Hartford, USA
04.2011 - 11.2012
- Transformed the HR Department from an outsourced contractor model into an in-house team of 5 FTEs in a 6-month period
- Created a fluid HR culture to respond to the exponential growth of the company in 2011
- Rolled out a new HR system including new benefits providers and 401K offerings for an employee population of 500 FTEs
- Designed 'Management in Training Program' in partnership with local colleges and universities in the areas of business and engineering. The goal of the program was to develop 'bench strength' to support key operational roles in response to immediate and strategic account growth
- Conceived and rolled out an employee involvement program to serve local charities in the Greater Hartford area
Account Manager, Convenience Stores
Vixxo
Hartford, USA
11.2008 - 03.2011
- P&L leader for the ExxonMobil account servicing 2,200 locations in North America (United States and Canada) and with an annual revenue of $120M. Managed staff of 15 FTEs
- Chaired monthly ExxonMobil operational and budgetary program reviews with ExxonMobil executives and analysts. Produced performance metrics on safety, vendor management, compliance SLAs, customer satisfaction results, and cash flow/collections
- Headed ExxonMobil incentive scorecard with an annual bonus potential of $700K
- Operations business development lead on initiatives to pursue and implement new clients as well as recruitment and training of new staff
- Active participant of the 7-Eleven client implementation task force
Senior Business Analyst, Convenience Stores
Vixxo
Hartford, USA
09.2005 - 10.2008
- Designed and rolled out a nationwide general contractor program for ExxonMobil ('Tech in a Truck') with an annual revenue of $5M
- Developed analytical model that improved 'callback' (repeat issue) identification by 37%, estimated annual savings of $200K
- Supported ExxonMobil contract negotiation via analytical performance models and budget forecasts
Education
Master of Science - Industrial and Systems Engineering
Florida International University
Miami, FLBachelor of Science - Industrial Engineering
Universidad Del Norte
Barranquilla, ColombiaSkills
- Operations Leadership
- Account Management
- C-Suite Negotiations
- Performance Metrics
- Product Strategies
- CRM
- Service Modeling Analytics
- Culture Champion
- Employee Engagement
- Lead Innovator
- Financial Analysis
- Customer Retention
- Project Management
- Operational Efficiency
- Multimillion-dollar P&L management
Certification
- Certified Scrum Master
- Certified Change Management Professional
- Partners in Leadership Certification
- Harvard Business School Certifications: Become a More Resilient Leader in Turbulent Times, Exercising Leadership: Foundational Principles, Improving Your Business Through a Culture of Health
Languages
Spanish
Native/ Bilingual
Affiliations
- Griffin Middle School PTA Chapter - Board Member
- Young Men Service League Frisco Star Chapter - Philanthropy Liaison
- National Charity League Legacy Frisco Chapter - Board Member
Timeline
General Manager, Service and Maintenance
Gold Medal Pools
10.2022 - Current
Vice President, Operations
PowerHouse
08.2021 - 09.2022
Senior Principal Consultant
C&C Ingeniería y Procesos
08.2020 - 07.2021
Vice President, Customer Experience
Vixxo
07.2017 - 03.2020
Account Executive, Retail
Vixxo
12.2012 - 06.2017
Head of Human Resources
Vixxo
04.2011 - 11.2012
Account Manager, Convenience Stores
Vixxo
11.2008 - 03.2011
Senior Business Analyst, Convenience Stores
Vixxo
09.2005 - 10.2008
- Certified Scrum Master
- Certified Change Management Professional
- Partners in Leadership Certification
- Harvard Business School Certifications: Become a More Resilient Leader in Turbulent Times, Exercising Leadership: Foundational Principles, Improving Your Business Through a Culture of Health
Master of Science - Industrial and Systems Engineering
Florida International University
Bachelor of Science - Industrial Engineering
Universidad Del Norte
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