Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Nelly Ortiz

Tomball,TX

Summary

Dynamic Account Management Professional with a track record of elevating customer satisfaction and retention, achieving a remarkable increase in the Top Customer Score Card from 12% to 97% at PPE LLC. Proficient in Oracle JDE, SAP and Salesforce, with expertise in team training and executing successful projects within budget constraints. Bilingual in English and Spanish, specializing in international sales support and performance optimization.

Overview

24
24
years of professional experience

Work History

Accounting/Customer Service Representative

Baker-Hughes, Inc
Houston, TX
02.2005 - 09.2025
  • Received inbound calls from vendors to provide the status of payments.
  • Worked closely with the Accounting Team and supported processing payments to vendors in SAP.
  • Supported the Accounting team with transaction and invoice issues in collaboration with associates and supervisors.
  • Implemented a spreadsheet-based payment tracking system to facilitate effective communication with the accounting team and customers.
  • Awarded Account Representative of the Month for customer satisfaction feedback, and for implementing a better, more efficient process to handle payments to vendors.

Internal Account Manager

PPE LLC
Brenham, TX
01.2021 - 01.2025
  • Managed top semiconductor accounts and their subcontractors (over 200 accounts).
  • Set up part numbers in JDE, and new accounts in Salesforce. Coordinated with Engineering on new drawing revisions, and ensured information updates in JDE.
  • Processed quotes for new and existing part numbers.
  • Oversaw consignment management and billing, including processing production orders for consignment parts, analyzing part levels, and alerting Manufacturing of low levels.
  • Provided support to Key Account Managers.
  • Served as Team Lead and Manager's backup.
  • In charge of training new employees in the system and internal processes.
  • I trained the new Sales Manager.
  • Led the replacement of obsolete materials, ensuring a seamless transition with customers, and enhancing product longevity.
  • Coordinated with customers to address concerns and secure their approval for the material changes.
  • Delivered the project ahead of schedule and under budget, demonstrating strong project management, and problem-solving skills.
  • Improved the Top Customer Score Card from 12% to 97% over six months by closely monitoring shipments and deliveries, enhancing customer satisfaction, and retention.

Account Manager

CDI Energy Products
Humble, TX
04.2018 - 09.2020
  • Managed over 230 accounts for the Compressor/Valves market segments for petrochemical, oil, and gas industries, with a yearly total revenue of $6.5 million.
  • Maintained relationships with key decision-makers.
  • Supported all business functions, both domestically and internationally. Submitted RFQs, evaluated, and classified business opportunities.
  • Ensured that all the customer expectations were met.
  • Verified that the customer’s specs and drawings are on file and with the current revision, in charge of creating and submitting the ECN to Engineering.
  • Followed up and qualified leads for potential customers through the Salesforce platform.
  • Provided the customer's weekly forecast reports to Production and Planning.
  • Lead the weekly meeting to check the open order status with manufacturing, planning, and purchasing.
  • Increased accounts by 15% to $6.5 million.
  • Coordinated the New Parts setup project for over 200 parts for the Top Compressor Account, working closely with Engineering and production.
  • Successfully increased the profit margin for over 500 parts.

Internal Account Manager

PPE LLC
Brenham, TX
03.2014 - 04.2018
  • Managed the top semiconductor accounts that generated over $20M in yearly revenue.
  • Responsible for managing the customer’s portals and keeping them updated, order entry, quotes, expedites, consignment, and usage billing, and managing the accounts in the UK and US MRP systems.
  • Keep up with the customer's print revisions, and coordinate the changes with Engineering and Quality. Provide support to the Key Account Managers.
  • Team Lead and Manager's backup.
  • Compliance Specialist role, in charge of running Red Flag for all the distributors, and due diligence to ensure our customers are in compliance with the U.S. government regulations. Part of the Internal Audit Team.
  • Program, trained all the relevant departments, and created the SOPs (Standard Operating Procedures) to manage the program in the customer’s portal and in the PPE system.
  • Supported the Sales Team in increasing revenue by 35% to $20M.
  • Trained new Internal Account Managers and Customer Service Representatives.

Inside Sales/Customer Service Representative

Greene, Tweed & Company
Houston, TX
09.2005 - 04.2014
  • Commercial representative for over 100 customers, totaling more than $5.5 million in revenue across the Americas, with sole responsibility for Latin America.
  • Responsible for all aspects of the customer experience, including order entry, inventory verification, contract review, expediting, tracking, and complaint resolution.
  • Coordinated proposals and quotations, maintained customer master data, and stewarded on-time delivery performance. Main contact for the distribution network in Brazil.
  • Main contact for the distribution network in Brazil.
  • Increased Latin America sales revenue by 29% to $2.5 million in 2013.
  • Actively followed up on customer quotations, resulting in a 59% hit rate, and $1.8 million in new orders.
  • Initiated a price review of existing parts, resulting in a profit increase to an average of 65% gross margin.
  • Stewarded customer on-time delivery performance from 81% to 93% within a year.
  • Managed $600,000 in capital project orders for existing customers in Latin America, achieving all sales targets.
  • Assisted in the development and implementation of an onboarding plan for new Inside Sales representatives.

Inside Sales/Administrative Assistant

Megafortis USA, Inc
Houston, TX
06.2004 - 02.2005
  • Made regular sales calls to designated accounts to sell products and cultivate customer satisfaction.
  • Recommended and helped customers select merchandise based on their needs.
  • Trained new employees.
  • Increased customers by more than 20% within one year through networking and cold calls.
  • Played a role in providing clients with data management assistance and exceptional sales support.

Inside Sales

Hewlett-Packard Development
Houston, TX
03.2002 - 06.2004
  • Responsible for accounts in the Central America and Caribbean regions (including over 80 accounts).
  • Supported account managers by responding to customer requests in a specialty area.
  • Resolved delivery issues, working closely with manufacturing and planning to ensure we will meet customer delivery expectations.
  • Trained new employees from the Colombian and Venezuelan offices about the SAP system processes and department procedures.
  • Established a solid relationship with customers, improving their satisfaction rating by 40% in an 8-month period.

Education

Associate of Science - Social Science of The Communication

Universidad Rafael Landívar
Guatemala, Guatemala
10-1997

MBA - Business Administration

Lone Star College
Houston

Skills

  • Account updating
  • Complaint resolution
  • Scheduling
  • International sales support
  • Stock management
  • Filing
  • English/Spanish
  • Team Leader
  • On-time delivery, performance, stewardship
  • Performance Stewardship
  • Salesforce and other CRM platforms
  • International trade
  • Manage multiple priorities simultaneously
  • Excellent presentation skills
  • SAP Super Power User
  • Syteline
  • GSS
  • Oracle JDE
  • New Employees Training

Languages

English
Full Professional
Spanish
Native/ Bilingual
German
Limited

Timeline

Internal Account Manager

PPE LLC
01.2021 - 01.2025

Account Manager

CDI Energy Products
04.2018 - 09.2020

Internal Account Manager

PPE LLC
03.2014 - 04.2018

Inside Sales/Customer Service Representative

Greene, Tweed & Company
09.2005 - 04.2014

Accounting/Customer Service Representative

Baker-Hughes, Inc
02.2005 - 09.2025

Inside Sales/Administrative Assistant

Megafortis USA, Inc
06.2004 - 02.2005

Inside Sales

Hewlett-Packard Development
03.2002 - 06.2004

Associate of Science - Social Science of The Communication

Universidad Rafael Landívar

MBA - Business Administration

Lone Star College

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