Katherine Gutierrez Email and Phone Number

The Customer Success Program Manager oversees and coordinates different portfolios of projects to ensure they benefit one another and meet the business goals of each individual client company assigned. Their main duties include organizing various programs and activities to improve company efficiencies, building long-term company relationships while increasing the client reliance on the tools Suplari can provide. The Customer Success Program Manager oversees and coordinates different portfolios of projects to ensure they benefit one another and meet the business goals of each individual client company assigned. Their main duties include organizing various programs and activities to improve company efficiencies, building long-term company relationships while increasing the client reliance on the tools Suplari can provide.Responsibilities:- Organizing daily activities based on the goals of the organization- Devising new programs that support the organization’s objectives- Coming up with sustainable goals for the organization- Working with other departments to develop budgets and plans for the programs- Evaluating and assessing the programs’ strengths and weaknesses- Monitoring projects and overseeing project managers to ensure goals are met- Meeting with stakeholders to discuss program status and goals- Working with the marketing team to improve strategies- Working with engineering teams to develop tailor-made solutions to the clients challenges

As an analyst, it is responsible for building a holistic view of the global DTC business and elevating visibility of KPI's to the different brands handled. As a manager, it leads a team of customerfacing advisors, who are tasked with handling different stages of the payment cycle and claim resolution. This position serves as financial oversight for Brand movements, filtering return orders and acting as brand ambassador- Brand account reconciliation process, a weekly reconciliation of the brand’s bank account is performed by the analyst and leveraged in newsletters, dashboards, and other types of meaningful reports to keep stakeholders informed of current cashflow. A separate monthly reconciliation is also performed by the analyst with the purpose of doing account clearing and providing a final monthly closing state- Chargeback investigation and resolution, the DTC analyst leads a team of advisors tasked with receiving chargeback claims directly from the consumers and resolving it through careful investigation. The analyst takes a final resolution decision based on the findings and then communicates it to either the consumer or bank- Payment error investigation, a report with any payment error the brand has had is received monthly, for which the analyst then proceeds to deep dive on a case-by-case approach until fully uncovering the underlying error and either propose a solution (manual capture i.e.) or communicate back the failure reason- Payments on hold, as a brand ambassador and customer facing person in charge, the analyst reaches out to overdue customers to discuss their current state and attempt to arrive at an amicable resolution by either collecting the payment or establishing a payment agreement - Backoffice support, the analyst provides operational support by creating cases for return requests, nondeliverable returns, processing refunds, and sending shipping labels. Also, the DTC analyst reviews deduction requests and is responsible for its approval

Position Description:- Partner with the key stakeholders both internal and external to drive planning, logistics support,and execution to fulfill customer delivery demand and help meet targets- Monitor and update the status of current deliveries in Dynamics365 for customer clarity- Serve as single point of contact for learning events and skilling plans for stakeholders, partners, andcustomers to complete all necessary logistics that ensure delivery success- Partner with external supplier to ensure registration landing pages are created in conformity withscope and SLA- Management of rosters, including enrollment, wait-list management, and class reconciliation- Successful cross-team/org partnership & collaboration to ensure logistic needs are being met in atimely manner- Manage registration and invitation process across all learning events to ensure timely andcomprehensive communication to customer- Purchase and distribute courseware, materials to customers prior to learning events- Provide guidance and support as needed for students and instructors throughout the deliveryprocess- Manage the exam voucher distribution to ensure timely customer certificationProjects:- Created a Macro Broadcast for worldwide distribution- Generated two templates for Learning Partners use- Created Macro to automate dispatch assignments

Judicial Inspection Bureau- Document delivery- Incoming file scan- Receive and sort internal mail- Help with other administrative tasks as needed

Position Description:Purchase Operations:- Create purchase orders.- Follow up on vendors.- In charge of changes on existing purchase orders.- Fiscal and pricing condition monitoring.- Tax calculation.- Follow up on materials delivery at processing plant.Freight Operations:- Verify contract agreement with service providers for operation cost data- Create freight scale/value table.- Provision delivery routes and shipments based on scale table.- Arrange for correction of shipment discrepancies with logistic unit.- Generate weekly project status report.- Receive service provider weekly payroll information to cross check with payments table.- Check for service receipt discrepancies and correct divergences.- Troubleshoot and guide service providers on reporting issuesAPAY Help Desk:- Investigate and resolve delays in bill payment- Bank account information update and handling- Tax calculation and analysis- Guide clients on the different payment methods (checks, transfers, wires, platform)- Unblock bills to pay- Bill postingAccomplishments:- Started as a purchase executive but due to high performance was asked to transition to a higher priority operation.- Was requested to go to Brazil to learn the process that was brought back to begin Freight operationsProjects:- Provider/ authorizer contact data set table.- Project information audit tracker database.

Position Description:Internal controls:- In charge of following up on purchase order status.- In charge of creating a monthly report containing all pertinent information regarding purchase order creation including current status, creation date, aging and expire date.- Follow up on users with pending orders about to expire.- Audit orders based on report.- Audit order changes, reason and feasibility of change.- Verify all order change has been processed with all proper approvals.- Plan learning events in order to assure user knowledge of processes. - Creates job aids and training material for department internal use. Capital Brazil:- Create purchase orders.- Follow up on vendors.- In charge of changes on existing purchase orders.- Fiscal and pricing condition monitoring.- Tax calculation.- Follow up on materials delivery at processing plant.Accomplishments:- Requested to transition from internal controls to capital brazil at project launch due to excellent performance.- Requested to deliver training at both teams due to proven knowledge. - Requested to provide support to fellow associates on complex processes due to proven capabilities.Projects:- Internal audits training process and material.

Position Description:- Answer incoming calls from clients- Contact current clients to provide information- Maintains appointment scheduling - Helps redacting and proofreading contracts.- Calculates tax payments and other legal charges.Accomplishments:- Asked to assist on legal writing (drafting contracts).Projects:- Updated document filing system

- Take inbound calls from customers- Book Flights- Recommend travel solutions offered by the company- Calculate travel costs- Solve customer inquiries