Maria S. Email and Phone Number

In my current position I developed a customer relationship management (CRM) contingency model that illustrate the relationships between CRM resilience strategies and company vulnerabilities / risks during disruptive events, such as natural disasters / pandemics.I created a food supply chain resilience model that explains the food product and transport flow via production, processing, distribution and retailing in circumstances of critical infrastructure collapse after a natural disaster. • Successfully published four articles in prestigious journals.• Managed seven focus groups of total 52 participants, 36 in-depth interviews, and 121 firms surveyed with business owners and managers operating in Puerto Rico.

I have headed a team of local customer support specialists to managed 13 partners accounts as well as oversaw utilization of annual budget, valued $70M.I have monitored creation and delivery of month-end reports.I have supervised price on which partner sold solar systems to comply with the stakeholders.I have delivered long-term support to partners and monitored payments on each installation.I have collaborated with partners to analyze installation status on weekly basis.I have compiled and shared data to file legal claims against Puerto Rico Electric Power Authority (PREPA) in energy commission.I have participated in court hearings / arbitration citation to represent company as subject matter expert.• Recognized for successfully closing more than 60 legal cases in Department of Consumer Affairs.• Successful in decreasing cancellation rate from 38% to 10% through delivery of excellent customer experience.• Played key role in minimizing duration of solar systems interconnection process by efficiently negotiating with PREPA.• Appreciated by senior management for decreasing solar systems installation delays from 300 to 180 days through execution of new interconnection process via extensive negotiations with PREPA, approved by energy commission.• Devised and executed strategic plans to interconnect solar systems of more than 2500 customers as per executive order, after Hurricane Maria.

I have led a team of seven sales experts to administer all activities of major business portfolio, consisting of numerous consumer product brands with more than 300 SKUs and annual budget of $4.8M.I have chaired various meetings to negotiate contracts with new suppliers and regularly reviewed overall inventory and purchase exclusive lines.I have planned and carried out market analysis to launch new products through strategic planning.I have overseen all functions of national and local retail accounts, including Wal-Mart/Amigo, CVS Pharmacy, Kmart, Walgreens, All Ways 99, Econo, Supermax, Pueblo, Selectos, and To Go Stores.• Accomplished account acquisition targets by 67% as compared to set goal, with participation of 31 shoppers.• Recognized for achieving 135% and 91% of annual budget for two years and introducing five new brands for product portfolio.• Optimized business sales by applying impactful business strategies, such as annual promotional calendar for each customer.

I have managed six mass merchandising and supermarket accounts, including CVS Pharmacy, Pueblo, Costco, To Go Stores and All Ways 99, with annual sales of $3MM. Directed negotiations of specific sales programs based on added value, profitability, and incremental volume. I have developed cross-merchandise programs and participated in other key initiatives.• Led innovative programs through partnership with Frito Lay to leverage scale, resulting in 25% increase in sales. • Achieved sales growth of 64%, 45% in revenue and 4% in market share for mass merchandising. • Selected as top development candidate in the Trainee Program (13 selected out of 1,800 candidates): intense training in all the areas of the company, including sales, manufacturing, and distribution. • Evaluated processes and submitted proposal to improve complaint handling and other service processes.