Leilani Darias Email & Phone Number

Tomball, Tx, Us

Waller, Texas, United States

Houston, Texas, United States

- Lead cradle-to-grave order management processes, including logistics coordination and carrier arrangement, ensuring seamless customer experiences and operational efficiency.- Oversee daily operations to align with ISO 9001 quality standards, enhancing customer interactions and satisfaction.- Develop and implement training programs for a newly established remote Customer Service Representative (CSR) team overseas, fostering a high-performance, collaborative environment.- Build and manage the remote CSR team, focusing on continuous improvement, streamlined processes, and team cohesion across global locations.- Utilize Lean and Six Sigma methodologies to identify and implement cost-saving opportunities, operational improvements, and triage methods.- Collaborate with internal teams to optimize workflows, improve customer outcomes, and deliver measurable results.- Monitor workforce performance, ensuring alignment with key performance indicators (KPIs), and provide data-driven insights using advanced tools such as Excel, SQL, and dashboarding platforms.

Spring, Texas, United States

- Dispatched for the Car Hauling Transporting Business. Helped to maximize the use of Super Dispatch by transferring orders from Central Dispatch to help organize and streamline this business. - By streamlining into Super Dispatch it helped simplify the dispatchers job by creating specific routes and assigning drivers to these routes. Which allowed the drivers to have immediate access to their upcoming loads to help them load appropriately based on their drop off locations and/or times. This also gave the dispatcher all the information needed to help simplify the export doc receipt process.- This gave drivers the capability to use this app to print their appropriate documents, pickup/delivery pics, signed BOLs real-time. - Also was able to create customer portals so they had live updates as well and reduced the manual communication of using various apps. This streamlined the full process into 1 sourcing location to get updates as pick-ups/deliveries were made gave them all the supporting documents that they need and helped with decreasing repetitive requests for information that they misplaced plus also offered payment options once invoiced so they did not have to use other methods like they did on the past.- Improved the billing/invoicing process and decreased past due receivable’s by 80%

The Woodlands, Texas, United States

- Managed customer orders using SAP, ensuring accurate receipt and retention of POs, maintaining detailed order entry notes, and effectively communicating order changes, billing issues, and shipment details to customers and relevant parties.- Interfaced with shipping clerks across plants to confirm on-schedule loading and shipping of orders, promptly updating customers on changes.- Provided support during high-volume periods or plant issues, fostering a cohesive team environment.- Processed month-end billing activities accurately, managed credit and debit requests in SAP for invoice corrections, and assigned reason codes for corrections, resolving complex customer issues and supporting audit requests.- Coordinated order changes related to product allocation between plants and handled open deliveries, ensuring timely notifications and liaising with Finance, Sales, Supply Chain, and Customer Service departments for issue resolution.- Improved customer satisfaction by ensuring 100% reliability in managing orders, reconciliations, and account setup and maintenance requests.- Developed training tools for the Customer Service team, aiding in job performance and facilitating the training and onboarding of new CSRs.- Reduced unnecessary backorders by configuring the system to create single deliveries per order, minimizing redundant deliveries.- Successfully handled complex customer issues, ensuring proper documentation for audit preparedness and maintaining professionalism and timeliness in all communications.

Systems Used: SAP, Microsoft Dynamics CRM, Microsoft Power Bi, Arkieva, BluJay TMS-Bulk & Packaged Trucks, IntelliTrans-Rail Tracking, Celonis CertifiedProjects and Enhancements:Streamlined North America Sample Desk Operations:Enhanced the organization and efficiency of the North America Sample Desk by boosting the number of samples sent out by over 60%. This proactive approach resulted in the identification of new business opportunities.Creation of Dashboard Views for Enhanced CRM Management:Developed a range of dashboard views within our Customer Relationship Management (CRM) system, designed for the Customer Service Representatives (CSRs) and Commercial Team. These dashboards facilitated report extraction and provided quick visibility into the current status of sample requests and CRM cases, depending on the specific dashboard being utilized.Bridging Operational Gaps:Identified and addressed operational gaps, including issues related to plant sourcing, inter-departmental communication, and inventory management for third-party warehouses.Development of Productivity Tools:Designed and introduced valuable tools for the team's use, accessible through OneNote and our Microsoft Teams page, improving overall productivity and collaboration.Introduction of a North America Leverage Team:Pioneered the creation of a dedicated Leverage Team responsible for North America, focusing on areas such as web billing and invoicing, corrections (including credits, debits, and material returns), management of open disputes, and the reduction of overdue and disputed invoices in close collaboration with the Accounts Receivable Team.

The Woodlands, Texas, United States

Systems Used: DOS AS400, Salesforce, SAP, Tableau, Business Warehouse (Analysis in Excel), Extracurricular Involvement and Team Memberships:1. SAP Power User Team - Customer Service Super User with Cross-Functionality in Operations, Logistics, Master Data Governance, and Procurement2. OCM – Organizational Change Management Team3. Project Management TeamProjects and Enhancement Examples:North America Customer Relationship Management:I managed the North America customer relationship, encompassing negotiation, sourcing, blending, and the exploration of opportunities for new chemistry blends and packaging.Streamlining the Energy Service Order Process:Collaborated with our IT department to streamline the Energy Service Order process, ensuring it flowed seamlessly through the system. I provided training to peers, the customer service team, and the Commercial Team, equipping them with the knowledge to handle complex Project/Sales Opportunities. These efforts resulted in substantial revenue generation for the Energy Team.Master Data Service Product Standardization:Undertook a comprehensive cleanup initiative for our Master Data Service Products. This involved standardizing product names, updating units of measurement (UoM), and verifying the accuracy of material densities. We successfully modified over 200 SKU's involving three different vendors. This overhaul significantly improved the efficiency of material location and billing processes within the Accounts Payable and Receivable departments.

Denver, Colorado

SAP Integration Team LeaderStrategically identified process gaps and proactively addressed potential issues in preparation for the SAP implementation, ensuring a seamless transition.Skillfully orchestrated and delivered comprehensive training programs, harnessing the power of Skype and WebEx sessions to elevate learning opportunities and enhance proficiency.Demonstrated remarkable adaptability by swiftly adjusting training plans to meet the unique needs of end users while adhering to budget constraints and project timelines.Provided invaluable mentorship to end users, actively contributing to their professional development and catalyzing increased productivity within the team.Pioneered the development and curation of instructional videos, serving as indispensable resources for end users in their training preparation and as readily accessible reference tools.Conducted thorough assessments of student requirements, leading to the creation of highly effective SAP training resources tailored to specific needs.Notable Project and Enhancement Highlights:• Proactively addressed Energy-Specific Gaps & Resolutions before Wave Go-Lives, including:Configuration of Wet/Dry Material Assay AnalysisManagement of DMI Customer Proprietary Blends with strict confidentiality requirementsHandling Tenant Materials, identifying customer-owned materials for stocking, shipping, and use in Proprietary Custom BlendsReviewing safety stock materials and agreements to prevent aged inventory and unauthorized sales.• Introduced a Customer Hand-off • Designed a comprehensive Customer Service Onboarding document• Created a meticulous Step-by-Step Order Entry Detailed Checklist

Greater Denver Area

Waxahachie

Commerce, Ca