Dionicia Sandoval Email & Phone Number

• Lead a team of four with three varying sub-departments under the Market Readiness team: Consumer Quality Complaints, Market Readiness brand/licensing registrations and Customer Exception Claims• Handle escalated issues/concerns as flagged by government agencies (brand/licensing related concerns for alcoholic beverages), consumer quality complaints and distributor partners• Support onboard training of new staff and maintain updated SOP’s as required.• Support employee interviews and sourcing for potential candidates • Conduct mid-year and end of year employee reviews • Meet with each direct report weekly to review strengths, areas of opportunity to improve performance and review various projects/status • Engage in cross functional collaboration (i.e. Legal, Quality, Logistics) to improve department processes • Measure team performance through key performance indicators to ensure all deadlines are met with additional measures in place to certify work is done with the highest of quality to our customers and consumers alike • Identify and provide “Best in Class” service experience to customers, internal sales and operations teams located within the various regions. Emphasis should be on both continuous improvement and enhancing the customer experience while managing cost to serve.• Lead, coordinate and follow up on action items in various meetings supporting the customer/distributor, leadership, and collaboration with various departments where applicable.• Manage and/or direct small to mid-size projects associated with O2C process and customer experience.• Works closely with Commercial, Brand Teams, Legal, Logistics, Distributors, GBS, Finance and Supply Chain Departments in relationship to O2C processes and customer experience.

• Process distributor exception claims via Salesforce based on respective SLA’s. Complete thorough investigation and pursue response if necessary, until resolution is determined.• Responsible for working with plants, quality assurance, customer data, manufacturing, and Supply Chain Support in the communication, analysis, and course of action regarding consumer and Distributor complaints/claims and ensure investigation of complaints/issues are handled in a timely manner.• Create weekly SLA reporting and monthly reports highlighting trends working on reduction of those issues partnering with internal and external teams to manage down reoccurring issues.• Effectively manage relationships with Consumers/Distributor by ensuring regular dialogue and conducting reviews with marketing contacts, assisting them to resolve issues and act as brand ambassador.• Research and distribute the open Q&P and Distributor Claims monthly along with reporting and analyzing response rates and resolution with monthly and YTD figures.• Review data for trends and work to minimize reoccurring issues to reduce claims and improve service level, take appropriate actions and advise management.• Process Distributor Exception Claims via Salesforce based on respective SLA’s. Complete thorough investigation and pursue response if necessary, until claim is closed and completed.• Prepare presentations and ad hoc analysis and participate in special projects as assigned.

• Process consumer quality claims via Salesforce based on respective SLA’s. Complete thorough investigation and pursue response if necessary, until resolution is determined.• Responsible for working with all necessary internal & external parties to ensure investigation of complaints/issues are handled in a timely manner.• Effectively manage relationships with customers by ensuring regular dialogue and conducting reviews with marketing contacts, assisting them to resolve issues and acting as brand ambassador.• Prepare presentations and provide ad hoc analysis.• Participate in special projects as needed while maintaining and updating a project list, have regularly scheduled meetings to review status.• Drive continuous improvement by identifying trends and barriers, challenging current practices, and proposing and implementing meaningful solutions.• Conduct ongoing competitive research and analysis of industry practices to enhance our service level. • Provide accurate overview of open quality claims and create and communicate a monthly update to the Sr. Manager on overall status.• Provide or set up appropriate training for individuals throughout the organization on Q&P and update and maintain training documentation & SOP’s.

Deerfield, Il

• Complete brand registrations on a state by state basis while maintaining all required documentation to submit to the state(s)• Collect all items for registration based on each state requirement(s). Includes TTB information, graphics/labels, samples, etc.• Complete brand renewals and annuals to ensure current products can continue to be sold in states allocated• Manage state licensing registration files and ensure all company licenses are renewed timely• Request NABCA product codes from respective government agencies for accurate coding on packages• Scan and store all state registration approvals received from the state(s)• Create SOPs on new and adjusted processes related to the brand registration or any related Compliance activities• Audit postings in posting states to ensure discontinued products and products not allocated are removed from theposting to remain compliant• Work with supporting departments to follow up on various projects and/or to improve department processes• Meet with upper management weekly to discuss strengths and area of opportunity for consistent improvement onemployee performance• Work on various projects as assigned by upper management

Schaumburg, Il

 Conduct interviews and evaluates each prospective student based on his/her needs, desires, interests, qualifications, motivations and commitments, and in accordance with all school policies and procedures, all applicable federal and state regulations and all accrediting agencies standards and requirements  Present information in a factual and ethical manner to prospective students and others regarding school's programs and tuition  Complete and maintain all required paperwork and data entry in an accurate and timely manner  Work with other departments to ensure student satisfaction  Verify criteria for admission to school  Assist prospective students in completing the admissions process in the most efficient and supportive manner  Develop an ongoing relationship with the prospective student from enrollment through graduation  Responsible for the student's success from inquiry to graduation  Serve as an advocate for prospective students  Uphold all school policies, procedures, integrity, and ethical standards  Perform other duties as assigne

Chicago, Il

 Enter data in employee’s files (i.e. attendance, corrective actions, employee rosters etc.)  Conduct interviews for potential candidates  Conduct coaching/developmental plan sessions, and performance reviews in a timely manner  Issue corrective actions to employees when applicable  On-Board new hire employees to the department  Use appropriate judgment in upward communication regarding department or employee concerns  Assist with administrative responsibilities including updates to customer information, processing of payments, adjusting fees, and canceling payments as applicable  Provide daily direction and communication to team members so that section responsibilities are handled in a timely, efficient and knowledgeable manner  Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve section operations, efficiency and service  Create and maintain high quality work environment so team members are motivated to perform at their highest level  Monitor staff production and key performance indicators for the department based on goals set by upper management  Monitor and complete quality reviews to ensure reps are creating the expected customer experience through following business expectations, scripts, and best practices  Partner with other departments and supporting business units to improve department performance and overall efficiency  Actively engage with team representatives and customers by ensuring availability for questions and/or customer escalations  Perform additional functions as assigned by upper management

Chicago, Il

 Assist children grades second through eighth grade with academic concerns and difficulties  Organize and coordinate daily activities according to grade levels  Perform administrative tasks, included; attendance input, answer telephones, take messages and manage appointments with counseling services  Create and maintain company document

Chicago, Il

 Ensure guests receive prompt attention and service  Greet guests upon arrival to store  Answer telephones, direct phone calls and take messages  Prepare incoming merchandise  Help prepare mannequins for display  Process customer transaction