Sergio Bonilla Gomez
Summary
Customer Account Manager with 5+ years of experience leading customer relationships, driving revenue growth, and managing multimillion-dollar accounts across aviation and life sciences. Skilled in contract fulfillment, cross-functional leadership, and process improvement to enhance customer experience and business outcomes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Account Services Manager, Regional Aircraft Operations
Saab Aviation
10.2023 - Current
- Lead activities relating to spares sales order management, including coordination of forecast demand with materials planning.
- Ensure repairs progress through the Repair and Overhaul shop on time, at the expected cost and in accordance with customer contract requirements.
- Continuously working with key stakeholders to drive down customer past dues which has resulted in cash collection and AR >10%.
- Designed and implemented a SharePoint tracker for maintenance manuals management, centralizing payment data and enabling the successful collection of $1.1M in fees.
- Standardized and improved procedures across programs. Created a Sales Quotation Training & Inventory Inquiry Flow Chart to streamline processes, improve team understanding, and enhance operational efficiency.
- Serve as key conduit between customers and internal stakeholders to fulfill contractual requirements.
- Developed a metrics spreadsheet centralizing win/loss data across the team, leveraging ERP tools to streamline tracking and foster strategic sales efforts.
- Compiled historical performance data for Saab 340 expendables and reconciled pricing data to enhance quoting accuracy and re-engage customers effectively.
- Conducted customer visits to gain firsthand insights into operations, strengthen relationships, and tailor solutions to specific needs.
- Represented the company at multiple conferences, refining partnerships, developing new contacts, and showcasing industry leadership.
Supervisor, Logistics & Support Services / Safety Officer / Alternate Radioactive Safety Officer
Avantor Sciences
09.2022 - 10.2023
- Managed, led and mentored a 14 person team of Logistics and Customer Support Professionals, overseeing all aspects of materials management operations including; inbound receiving, inspection, procurement, inventory management, distribution and outbound shipping.
- Extensive experience in problem-solving, utilizing creative and innovative approaches to identify and implement solutions for customers.
- Utilized analytical skills to successfully develop and implement financial forecasting that have enabled internal stakeholders to make informed business decisions, resulting in increased profitability and long-term sustainability.
- Successfully obtained, planned, and managed projects resulting in increased customer satisfaction and multi-million dollars in revenue. Consistently delivered projects within budget and on-time, while maintaining strong relationships with internal and external stakeholders.
- Strong interpersonal and communication skills helped to build rapport with customers and effectively manage challenging customer interactions.
- End-to-end material and supply management, effectively responding to solicitations, winning awards and ensuring streamlined Work Order processing and execution within our ERP system. Consistent on-time and on-budget project delivery in full compliance with customer SOW.
- Managed and ensured compliance with regulatory agencies (FWS, CDC, IATA, DOT, USDA, etc.) for import and export permits. Maintained a meticulous, audit-ready approach that has consistently garnered zero unaddressed findings during agency audits, showcasing a deep understanding of governing regulations.
- Comprehensive understanding of GLP, GCP, GMP, Avantor Standard Operating Procedures, allowing the smooth execution of an Audit-Ready Work Environment.
- Experienced in proactively identifying and initiating deviations, conducting thorough investigations, and effectively resolving through robust and comprehensive corrective and preventive measures to ensure unwavering compliance.
- Communicate and liaison with brokers and/or couriers to ensure compliant, timely and smooth clearances through customs for outgoing and incoming shipments.
- Identified and continuously improved KPI metrics that resulted in leaned transactional time by 50%.
- Kept abreast of most-current literature, new methods, safety guidelines, and resources applicable to OSHA- compliant safe laboratory operations.
- Maintained staff compliance regarding IATA/DOT shipping and DOT fleet maintenance.
Team Lead, Logistics & Support Services / Safety Officer
Avantor Sciences
11.2019 - 09.2022
- Served as the key logistical conduit between Facilities, Operations, Client Services, Business Development, and Archive clients.
- Shipping & LIMS SME, specializing in cold chain, ensuring materials are shipped and received at required temperature.
- Key integral part in the Biorepository's largest project. Coordinated the COVID-19 related project and led cross-departmental efforts to safely and securely store over 2,400 pallets of client materials without a loss. Project resulted in multi-million dollars in revenue and continued trust by our customers.
- Led daily stand up to communicate the daily safety minute, previous days downfalls and gains, areas of improvement and workload for the day.
- Managed end-to-end procurement processes, from supplier selection to contract negotiation and delivery.
- Effectively coordinated with internal and external stakeholders to ensure timely availability of materials for a smooth flow into production.
- Implemented protocols and practices to optimize supply movement and inventory management, using Kanban & Lean functions to increase efficiency and satisfaction to all stakeholders.
- Maintained logistics staff schedule for proper coordination of tasks, courier trips and projects.
Senior Associate, Logistics & Support Services
Avantor Sciences
03.2018 - 11.2019
- Spearheaded the implementation of retractable ceramic safety blades, which has reduced resulted in 0 cut accidents.
- Completed standardization of on-boarding new-hires by revamping PowerPoints and training materials thus reducing on-boarding time by 80%.
- Revamped Chemical Waste Disposal program that has reduced spill accidents to 0 and labor time by 75%
- Received, verified, inspected, and took custody of inbound shipments, documented discrepancies, and used computer systems and physical files to maintain compliant documentation.
- Securely packaged and shipped material following applicable regulatory requirements and transportation guidelines for both domestic and international shipments.
- Maintained inventory of supplies and equipment using ERP and distributed in support of all departments.
- Provided all logistical support and/or participated as a member of the special projects team.
Warehouse Manager
Greenwave Commerce
02.2016 - 03.2018
- Maintained warehouse staff job results by proper training, counseling, and disciplining employees; while planning, monitoring, encouraging, and appraising job results.
- Managed and coordinated team of 15 in the kiting of 100k training units for the American Red Cross which resulted in multi-million dollars in revenue.
- Maintained receiving, consolidated materials, and distribution operations by developing and executing simple and detailed plans to allow for successful completion of objectives.
- Enhanced overall productivity and work quality, operated forklift and electrical jack, and worked closely with an integrated team.
- Minimized cost of labor hours by maximizing efficiency of employees.
- Completely revamped culture of the warehouse by enforcing accuracy with inventory counts, inventory location management, employee productivity, and overall organization thus resulting in minimal loss and shrinkage.
- Established metrics that recorded inventory cycle counts, packing slips to account large shipments to several customers, and damaged item reports.
Education
No Degree - ISOM
Northern Virginia Community College
05.2012
Skills
- Leadership and Management
- Customer Service & Support
- Procurement & Inventory Management
- Policy & Procedure Development
- Business Process Improvement
- Project Management
- MO365 / LIMS / ERP / Oracle
- CRM software proficiency
- Strategic Account Management
- Customer Success & Retention
- KPI & Metrics Tracking
- Relationship Management
Websites
Accomplishments
- Designed and implemented a SharePoint tracker for maintenance manuals management, centralizing payment data and enabling the successful collection of $1.1M in fees.
- Standardized procedures across programs, including creating a Sales Quotation Training & Inventory Inquiry Flowchart that has streamlined processes and improved team efficiency.
- Identified and continuously improved Logistics KPI metrics and training materials that resulted in leaned transactional times by 50% and reducing on-boarding time of new hires by 80%.
- Collaborated with team of 15 in the kiting of 100k training units for the American Red Cross which resulted in multi-million dollars in revenue.
Certification
- Radiation Safety Training for R&D Facility Authorized Users and RSO’s, Plexus Scientific
- OSHA Manager, OSHAcademy
- IATA & DOT Certified, Environmental Resource Center
- Lean Six Sigma Training, Avantor Sciences
LANGUAGES
English
Spanish
Timeline
Senior Account Services Manager, Regional Aircraft Operations
Saab Aviation
10.2023 - Current
Supervisor, Logistics & Support Services / Safety Officer / Alternate Radioactive Safety Officer
Avantor Sciences
09.2022 - 10.2023
Team Lead, Logistics & Support Services / Safety Officer
Avantor Sciences
11.2019 - 09.2022
Senior Associate, Logistics & Support Services
Avantor Sciences
03.2018 - 11.2019
Warehouse Manager
Greenwave Commerce
02.2016 - 03.2018
No Degree - ISOM
Northern Virginia Community College