Ramon Zorrilla
Program Manager
Radcliff,KY
Summary
Experienced Program Manager with over ten years of expertise in supplies and logistics management, specializing in logistical analysis, inventory management, and supply chain performance. Proficient in organizational strategies, financial management, procurement, and contracting, with a thorough understanding of acquisition regulations. Known for team building, motivating staff, and fostering excellent customer relations, while utilizing independent decision-making skills to enhance company success. Dedicated to streamlining operations to reduce costs, improve efficiency, and boost employee engagement and performance.
Overview
18
18
years of professional experience
2
2
Languages
Work History
Program Manager, Global Security Operations (GSO)
Amazon
12.2020 - Current
- Successfully manage $600 million portfolio, demonstrating strong financial oversight and strategic planning skills for US, Canada, Mexico, and Brazil
- Lead team dedicated to developing innovative processes, improving vendor and company experiences, and ensuring accountability to service contract terms
- Proven track record in enhancing security operations and strive to fostering effective cross-functional collaboration with focus on cost
- Implemented risk management strategies to mitigate potential barriers to project success.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
- Spearheaded innovative problem-solving techniques that addressed challenges head-on, resulting in effective resolution measures.
- Created and direct new security service process to improve logging, tracking and breakdown security spend and rollout to over 1,000 sites now used at a global scale
- Manage team that audits invoicing discrepancies as of 10/31/23 helping save just over $12M in corporate security spend
- Improved program efficiency by streamlining processes and implementing time-saving solutions.
- Negotiated contracts with vendors, securing favorable terms that supported budgetary constraints.
Area Manager, Customer Fulfillment
Amazon
12.2019 - 12.2020
- Oversaw inventory management, reducing costs through accurate forecasting and strategic purchasing decisions.
- Optimized staffing levels by closely monitoring workload demands and adjusting schedules accordingly.
- Mentored junior managers and staff, providing guidance on best practices and professional development opportunities.
- Serve as Safety Chairman with a 90% success rate on safety projects and received 7 quarterly "culture of safety" awards
- Increased team productivity by streamlining processes and implementing more efficient systems.
- Implemented cost-saving measures that resulted in significant financial savings for the company without sacrificing quality or service.
- Improved overall efficiency by identifying areas in need of improvement and implementing necessary changes.
Deputy Sheriff / Field Investigations
Richmond County Sheriff's Office
11.2017 - 12.2019
- Led region on 3 large scale Crime Prevention Through Environmental Design (CPTED) projects to improve crime reduction by 36% in the first month and 80% thereafter
- Patrolled assigned zone to detect and deter criminal activity and traffic violations and responded to calls
- Handled high-pressure situations calmly and professionally, minimizing risks to public safety.
- Conducted preliminary inquiries, community contacts, field interviews, follow-up investigations, residential and commercial/industrial security checks, and secured crime scenes
- Managed crime scenes meticulously, preserving vital evidence for forensic analysis and case resolutions.
- Developed multiple Standard Operating Procedures (SOPs), Emergency Response Plans (ERPs), and safety guidelines for numerous agencies along with civilian entities
Operations Manager / Project Manager
American Airlines
10.2016 - 08.2017
- Directed management team and supervisor group, who provide outstanding customer service to front-line workers as well as customers
- Evaluated and recommend cost-effective project management tools and techniques such as development methodologies and project tracking tools to track and streamline projects
- Led and directed airport personnel to perform their work in a safe, efficient manner and in compliance with Federal, state and local regulations, including DOT, FAA, OSHA and other government agencies
- Established and maintained effective emergency response program adopted within the east coast region
- Added to the American Airlines team working on the inaugural Cuba flight presence plan, helping the team drive up their Cuba presence by 20%
Customer Service Manager
Southwest Airlines
03.2014 - 10.2016
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement best possible solutions.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Directed management team and supervisor group, who provide outstanding customer service to the front-line workers as well as our customers
- Evaluated and recommend cost-effective project management tools and techniques such as development methodologies and project tracking tools to track and streamline projects
- Led and directed airport personnel to perform their work in a safe, efficient manner and in compliance with Federal, state and local regulations, including DOT, FAA, OSHA and other government agencies
- Directed and spearheaded southwest airlines flight bid to the inaugural flight to Cuba, later added to the American Airlines team helping the team drive up their Cuba presence by 20%
Customer Service Supervisor
JetBlue
12.2013 - 03.2014
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Completed bi-weekly payroll for 42 employees.
Logistics Program Manager
Echo Pharmacy
12.2010 - 12.2013
- Implemented cost-saving initiatives, including route optimization, vendor negotiation and process automation, resulting in 20% increase in delivery times and 50% decrease in in-person wait times
- Ensured adherence to regulatory requirements of FDA guidelines and good distribution practice standards, while improving quality control to a two-stage quality control standard
- Created a recycle container program for repeat patients driving supply cost down only when containers met the federal guidelines and were cleaned to federal standards
US ARMY
05.2006 - 05.2013
Education
Bachelor of Business Administration - Management -
Marshall University
Huntington, WV 08.2005 - 2010.12
Skills
Vendor Relationship Management
Resource Management
Supply Chain Management
Proposal Development
P&L Management
Data Analysis
Risk Analysis and Management
Strategic Planning
References
References furnished upon request
Timeline
Program Manager, Global Security Operations (GSO)
Amazon
12.2020 - Current
Area Manager, Customer Fulfillment
Amazon
12.2019 - 12.2020
Deputy Sheriff / Field Investigations
Richmond County Sheriff's Office
11.2017 - 12.2019
Operations Manager / Project Manager
American Airlines
10.2016 - 08.2017
Customer Service Manager
Southwest Airlines
03.2014 - 10.2016
Customer Service Supervisor
JetBlue
12.2013 - 03.2014
Logistics Program Manager
Echo Pharmacy
12.2010 - 12.2013
US ARMY
05.2006 - 05.2013
Bachelor of Business Administration - Management -
Marshall University
08.2005 - 2010.12
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