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• Maintaining and improving Fibrox’s position as the industry leader in customer service through prompt, courteous service in an ethical and professional manner. • Managing the entire customer order fulfillment process, including but not limited to, providing quotes, entering of orders, order acceptance, inventory management, shipping, invoicing and A/R collections.• Overseeing all operational processes, which includes communication with Manufacturing Plants, Sales, Carriers, Freight Forwarders, Warehouse Personnel and Accounting. • Assisting Accounting with daily cash collection activities for delinquent customers with past due invoices, including maintaining a pro-active awareness of shifts in payment trends at customers identified as credit risks.• Updating management on status of collections on delinquent accounts and shipment status for orders placed on credit hold.• Managing all complaints and issues from customers and ensuring that customers are provided with a satisfying solution in a timely manner.• Proposing and implementing process improvements in order to satisfy and exceed customer requirements as well as to improve operational efficiency. • Forecasting order volume by analyzing historical order data and collaborating with sales. Setting and adjusting inventory levels for various products to accomplish the company’s sales goals.• Managing product inventory levels at warehouses and coordinate shipments in/out of the warehouses to satisfy customer demands.• Providing appropriate shipping documents to warehouse personnel which includes customs clearance paperwork, COA, NAFTA, BOL, and CCI documents.• Generating schedules and reports of customer activity in support of the company’s commercial management function.

● In charge of Customer service, handling US, CAN and Latin American Dealer Channels.● Responsible of Online and phone contact to update Distributors and End Users.● Assist Walk In customers with quotes, orders and shipping.● Provide administrative, sales and logistics support, entering orders (SAP), preparing outbound paperwork, and general administration duties to support all warehouse activities.● Effective coordination and communication between Areas and Thirds to ensure efficient operations and Customer Satisfaction. ● Responsible for export to South America, including contact with forwarders and couriers, and giving support to Spanish speaking customers.

● Created the Customer Service Department with 9 direct reports. Activities included selection of team members, selection and implementation of technology such as a VOIP platform and a CRM system, and defining processes and operating procedures.● Managed all Call Center operations, including all day to day activities, escalating issues and suggestingnumerous improvements to processes and products.● Defined effective KPI's and set minimum required levels. Tracked and measured customer satisfaction and used outcomes to suggest improvements to processes, projects & strategy.● Actively took part in the product development team executing marketing research and implementing marketing campaigns. Actively used the CRM system as a decision making tool.● Worked closely with Brightstar Corporation, headquartered in Miami (Florida, USA) creating a joint marketing campaign bundling banking and financial services with sales of mobile phones.● Lead the alliance with Acciones y Valores (agent of Western Union) in order to deliver money from other countries in our customers accounts.

● Leader of the ISO 9001:2008 certification process and ensured compliance with the requirements.● Responsible for the planning of the project, budgeting (400 million COP), creating a guiding coalition and reporting the progress● Implemented a quality monitoring system and changed procedures, policies and structures according to the requirements of the ISO specifications● Actively communicated about the project within the company to create awareness and support

Customer Service Coordinator (2006-2009) ● Responsible for setting up and managing the customer service department for the Colombian operations. Created a call center and led the selection of agents.● Measured and improved customer satisfaction. Developed and implemented processes for central coordination of complaints and remarks of customers. ● Improved existing vehicle insurance claims processes using Lean Six Sigma methodology which resulted in faster claim handling (reduced by 62%) and improved customer satisfaction.● Implemented various methods to measure and evaluate customer service satisfaction such as focus groups, surveys and mystery shopping.Strategy and Change Coordinator (2005-2006) ● Introduced segmenting of customers by creating understanding of profitability based on data of customers, costs of services and claim records.● Implemented various strategies to improve customer profitability through cross-selling Project Coordinator (2005) ● Managed various IT projects using the SPM project management methodology.E-business Assistant (2002 - 2004) ● Defined an e-commerce strategy for the Colombian market in order to enable new business and to improve existing relations with brokers and customers. ● Provided insights about new technologies and how they could contribute to the goals of the company based on extensive researchInternship(2001) ● Helped with the implementation of a financial system to control the credit flows of the company.