Mary Villarreal

Results-driven incident analysis and customer success manager skilled in data management and project coordination. Leverages analytical insights to drive performance improvements and operational efficiencies, while fostering strong relationships with stakeholders and ensuring effective resolution of customer issues.

Areas of expertise include:, Strategic Planning, Financial Oversight, Standards Implementation, Enterprise Risk Management, Data Analysis and Validation, Contracts, Process Improvements, Cost Reduction and Containment, Systems Implementation, Staff Management, Logistics and Warehousing, Builds relationships & influences others

• OPERATIONS MANAGEMENT
• Formed a team that executed 100K+ door-to-door technology-driven FAK operations for 3PL customers with a 98% on time performance.
• Built the customer service team that maintained a 98% on time fulfillment performance.
• Generated standard operating procedures (SOPs) for different business processes and the corresponding measurement of effectiveness against company goals.
• Directed and improved: deliveries, pickups, diversions, rail transit performance issues, equipment utilization metrics, and cost of quality expenses.
• Solved problems in real time to avoid plant disruptions using strong multi-tasking skills.
• Implemented processes to manage all freight claims and collections, maintain a 95%collection record
• Scheduled over 200 FTL and over 350 LTL shipments as well international shipments monthly.
• Led operations supporting sales training, onboarding, RFQs, pricing, problem resolution with operational issues.
• Accountable for direct relationship- building with Vendors, Brokers and 3PLS warehouses.
• Manage outstanding customer Accounts.
• LEADERSHIP
• Managed all aspects of staff development: leader standard work, workflow scheduling, hiring, and training with focus on customer and operational excellence.
• Conducted performance reviews, coaching, SMART goal setting. Recommended merit increases, promotions, and disciplinary actions.
• Participated in implementation and utilization of a new ERP and TMS system.
• Managed Customer Service Tactical Team of 6, a Customer Service Manager, Warehouse Team and a Logistic Manager.
• INFLUENCING AND NEGOTIATING
• Collaborated with cross functional teams to ensure efficiency of technology-driven initiatives to improve KPIs, sales metrics, and proprietary TMS systems.
• Secured, managed, and onboarded more than 25 transportation vendors in the United States & México to ensure financial and operational objectives were met.
• Executed entire contracts RFQ negotiation.
• Managed 85 % of the purchasing forecast.
• Directed procurement to improve 40% performance within the group.
• Inventory control of 5m and 150 products.
• Maintained appropriate inventory levels to support promotions and variety of distribution channels.
• Conducted daily inventory reconciliation with 3PL warehouses.
• Persuaded Board of Directors to create and implement employee recognition programs which boost employees moral and increased productive with cost-saving initiatives and business practices aligned with business objectives.
• INVENTORY OPERATIONS
• Reconciled daily inventory for our 3PL warehouses, identified and advise on discrepancies, as well as corrective actions.
• Managed 5 inventory replenishment warehouses.
• Conducted, recorded, and tracked all inventory cycle counts adjustments.
• Post ITR (Inventory Transactions records).
• Maintain products with serial number control and Lot management (FIFO).
• Track, expedite, and maintain open Purchasing orders through shipping and receiving level.
• Collaborated with vendors on SKU to monitored, maintain a high level of customer satisfaction while achieving sales, inventory turns and service level objective.
• Organized and evaluated slow/ nonmoving inventory.
• Reconciled daily / monthly inventories between 3PL warehouses and inventory system.
• CUSTOMER SERVICE
• Oversaw maintained excellent customer satisfaction scores.
• Worked with cross-functional teams including vendors, carriers, and internal operational teams to maximize on-time-delivery to ensure optimal operational efficiency and minimize total landed costs.
• Addressed deeply rooted, beneath-the-surface systemic issues and as a result increased customer satisfaction and operational performance 30%.
• Worked closely with customers to improve inventory turns by 25%.
• Responsible for customer billings, and deduction resolution.