Richie Avila
Aurora,CO
Summary
Motivated professional well-versed in building productive relationships, resolving complex issues, and winning customer loyalty. Brings 19 years background maintaining customer satisfaction and contributing to company success. Proficient in Microsoft office Suite and Software applications.
Overview
10
10
years of professional experience
Work History
Aerospace and Defense Customer Service Manager
ARROW ELECTRONICS
2022.01 - Current
- Responsible for providing strategic direction and leadership to a team of Customer Support Associates to meet key performance indicators
- Foster aid in continuous improvements in operations, and service delivery efficiency that result in high customer satisfaction
- Take ownership of customer issues and follow problems through to resolution.
- Resolve customer complaints while prioritizing customer satisfaction and loyalty.
- Develop uniform procedures and process improvements that drive efficiency and best in class service
- Build and maintain collaborative cross-functional relationships with internal support groups to engage business in best-in-class practices and programs
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Train and regularly mentor associates on performance-oriented strategies and customer service techniques.
- Collaborate with upper management to improve customer service processes and support structures company-wide.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
Customer Sales Specialist - Aerospace and Defense
ARROW ELECTRONICS
2022.01 - 2022.01
- Play a key role strategically negotiating both contracted and non-contracted pricing, providing quote mark ups, and swiftly notifying customers of price increases, while maintaining margin integrity
- Cultivate advantageous relationships while managing resources and selling electronic components for FED clientele across the Aerospace and Defense vertical.
- Collaborated with team members to achieve sales targets and improve overall store performance.
- Contributed to revenue growth by consistently meeting or exceeding individual sales targets.
- Displayed strong negotiation skills when working with clients on pricing options, leading to mutually beneficial agreements.
Sales Operation Specialist - Renewals Manager IBM Services Annuity Group
ARROW ELECTRONICS
2018.01 - 2021.01
- Fostered long lasting partner relationships by successfully renewing IBM hardware/software services and selling new IBM services and maintenance to Arrow's largest business partner; ensuring their needs were fully met while providing exceptional white glove client services
- Key driver of a 98% quoting accuracy with minimum errors by successfully selling contract renewals across competitive landscapes
- Developed proposals harnessing IBM proprietary software and process contract accurately, proactively, validating all required documentation, agreements, and licenses, resulting in a 99% order accuracy
- Built sizeable, consolidated contract renewals and new hardware / software innovative sales solutions for Federal, SLED, Government, and commercial accounts
- Attended weekly forecasting calls focusing attention on large opportunities, understanding the end user's needs, uncovering if they were working with other vendors, strategically partnering with IBM to quote competitively and win deals
- Achieved the annual revenue goal by maintaining and cross selling within assigned accounts; realized gross profit goal of 85.86%
- Critical contributor to the to the team's 2020 gross profit goal by achieving 97.4% of goal.
Expediate Associate - Arrow Corporate
Arrow Electronics
2017.01 - 2018.01
- Managed high volumes of orders while maintaining accuracy through attention to detail and effective time management skills.
- Handled urgent requests from customers, working diligently to resolve issues quickly without compromising quality standards.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Improved delivery times by closely monitoring and prioritizing urgent orders.
- Maintained open lines of communication between internal departments to facilitate accurate delivery forecasting.
- Reduced inventory on shelves by maintaining accurate customer requests dates for materials and supplies.
- Collaborated with suppliers for timely delivery, minimizing production delays.
- Developed strong relationships with suppliers, improving reliability and responsiveness in supply chain.
- Boosted customer satisfaction by resolving issues promptly and providing regular updates on order status.
- Trained new expeditors according to company policies and standards.
Order Entry - Sales Associate - America's Components AEC
2015.01 - 2017.01
- Championed sales teams across the East Coast from Canada, Connecticut, to New York; entered sales orders into the sales desktop
- On the front lines for reporting data, working backlogs, material planning/pipelining, order entry, and managing consignment materials
- Fueled a continuous cycle of corrected order amounts while mitigating amount errors by advising leadership on said recommendations and operational procedures to adjust replenishment settings
- Piloted accounts from Canada to Boston; interacted between sales and suppliers to manage all aspects of account matters.
Education
Business Administration And Management
Community College of Denver
Denver, COSkills
- SOFTWARE DEVELOPMENT
- COMPUTER PROFICIENCY
- PROCESS IMPROVEMENTS
- BUSINESS DEVELOPMENT
- LEADERSHIP AND COACHING
- TRAINING AND DEVELOPMENT
- PARTNERSHIP ENGAGEMENT
- RECORDS MANAGEMENT
- RELATIONSHIP CULTIVATION
- EFFECTIVE COMMUNICATION
- SKILLED NEGOTIATION
- PROBLEM RESOLUTION
Timeline
Aerospace and Defense Customer Service Manager
ARROW ELECTRONICS
2022.01 - Current
Customer Sales Specialist - Aerospace and Defense
ARROW ELECTRONICS
2022.01 - 2022.01
Sales Operation Specialist - Renewals Manager IBM Services Annuity Group
ARROW ELECTRONICS
2018.01 - 2021.01
Expediate Associate - Arrow Corporate
Arrow Electronics
2017.01 - 2018.01
Order Entry - Sales Associate - America's Components AEC
2015.01 - 2017.01
Business Administration And Management
Community College of Denver
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