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New Curricullum Vicky Viviana Vaughan Valentine
- 1. Vicky Viviana Vaughan Valentine + 507 62099480 vicky.vaughan.v@gmail.com Logistics and customer service specialistwith 10+ years of experience in international companies. Graduate studies in Business Administration with emphasis in Marketing. Highly self-motivated, with excellent organizational skills. Great ability to be a contributing team player. Specialized on challenging customers and the ability to work effectively with a wide variety groups.Ability to effectively make decisions with limited time and information, excellentat meeting deadlines,organize and prioritize multiple tasks simultaneously.Certified as 6 Sigma Green Belt and BASC Security Screening. SUMMARY OF QUALIFICATIONS Spanish and English spoken,comprehensive and written. Portuguese Basic Level 1. Multimodal Transportation Supply Chain Planning. International Importand Exports. Parts and Products Analyst. Oracle, INSIGHT, Microsoft Dynamics and SAP. Emotional Intelligence for Sales training. EXPERIENCE CATERPILLAR LATIN AMERICA June 2011- Nov2015 World's leading manufacturer of construction and mining equipment, engines, turbines and others. With more than US$89 billion in assets and revenue of US$ 55.6 billion, Caterpillar was ranked number one in its industry and number 44 overall in the 2009 Fortune 500. Logistics Coordinator (Feb 2012 Present) Primary contact for North and South America dealers within the Dealer Parts Support Centre (DPSC). Provided customer services support that included order processing, shipping documentation and invoicing among others. Offered resolution to dealer transportation and logistics problems and complaints. Communicated with international plants, warehouses and freight forwarders in a daily bases. Analyzed technical information to answer queries from dealers while developing process improvement ideas. Responsible for Priority 1 orders, that impacted the productivity of the dealer in up to USD 3m per week. Responsible for the regularization of orders for Mining Projects with our dealer from Chile impacting a budget of over USD 250k. Audited and controlled all orders for the dealers to avoid delays on unprocessed purchase orders. Responsible to compile all transportation issues for the DPSC to report and manage their resolution. Responsible to coordinate and conduct weekly meetings with the dealer to verify the status of their daily requests helping them to keep informed the end customer. Coordinated and provided training to dealers on several work tools for their on boarding reducing rework and waste activities for both the dealer and the company. Conducted, analysed and presented survey information on 6 Sigma project for the Demo Centre Training Program that determined the amount of dealers technicians capable of attending courses. Coordinated and provide Dealer orders status training for all dealers impacting on the minimization of the amount of esd, cargo status and invoices requests from all dealers in a 85% approx. Executed and implemented parts availability training programs with the Customer Services Coordinator to define and improve service levels reducing the turnaround time for dealers requests. Advanced Verification Analyst (June 2011- Feb 2012) Responsible for resolving discrepancies which occur when the Mechanical Freight Verification process could not determine ifshippers routing was correct by accessing various inquiry and maintenance data bases, in conjunction with daily reports and griefdocuments for accurate resolution of all grief encountered in this verification process and the timely recovery of all funds paid but not authorized. Responsible for providing direction to customers on support payment process. Reduce the amount of waste emails by establishing work schedules for discrepancies resolution. Working on projects oriented to increase the amount of revenue for the company by attending and expediting urgent discrepancies to obtain credits/payments sooner.
- 2. INTERNATIONAL FREIGHT SERVICES PANAMA May 2009 May 2011 International freight forwarder specialized on cargo handling, multimodal services and supply chain management. Pricing, Sales and Customer Service Coordinator Coordinated and developed pricing tasks for the department.Supported English speaking customers, suppliers, agents and others on multiple requests. Responsible for making bookings, reservations, shipping instructions and obtaining cargo routes for all customers.Responsible for market researches to obtain valuable information that helped the company analyze cost reductions or services improvements when applicable. Provided promotions to direct customers, organized customer visits, monitored and implemented sales processes. VIP customers main point of contact. Conducting Ecommerce training to new and old customers to obtain leaner services and reduce the amount of rework and waste in booking and cut off transactions. Obtaining preferential rates with suppliers,agencies and inland transportation providers of over USD100 for container services. Obtained payments from customers with outstanding accounts of up to USD10K. MAERSK LINE PANAMA June 2007 October 2008 World's largestcontainer shipping company with revenue of US$26.19 billion and US$ 89.35 billion in assets, having customers through 374 offices in 116 countries. Maersk Line operates over 600 vessels and has a capacity of 2.6 million TEU. Online Sales Coordinator / Inside Sales General assistance in the commercial department,conducted directand online sales specialized in Colon Free Zone, refrigerated, scrap and wood markets. Obtained sales to hit the forecast and target of monthly sales, update customer contracts with refreshed and new rates for several services, promote the use of the company web tool as essential method ofelectronic trade,assistance in business documentation,preparation ofseminars and workshops for clients and create online customer database among others. Obtained fixed lower rates for Reefer customer during the exports high season impacting the amount on sales in up to a 75%. Responsible for scrap metal and wood customer data base direct sales for the telesales brand with revenues of over USD50k on high season. Worked on a Finances/Sales team projectand obtained and gathered payments for unpaid services of over USD50k for outstanding accounts. Won the INSIGHT Sales Tool contest for the Regional sales department that helped gather information on sales force activities and registered the amount of sales gained by each region while providing visibility. Worked on waste managementprojectfor the transportation department to get a leaner service for both the company and inland transportation customers. Conducted Ecommerce training for customers to enable them the use of the company web platform reducing the amount of rework and waste. PANAMA CANAL AUTHORITY Jan 2004- Oct 2006 ACP is the agency of the government of Panama responsible for the operation and management of the Panama Canal. Student assistant Assistance on the following departments: Executive Management and International Communication, Corporate Planning and Marketing, Canal Capacity and Engineering. EDUCATION *2016 Masters Degree in Marketing (In Progress) Universidad del Itsmo 2011 Graduate Studies in Business Administration Universidad del Itsmo 2007 Degree in Sea and Port Operations (Logistics) Universidad Tecnologica de Panama LEADERSHIP AND SOCIAL RESPONSIBILITY Facility representative for WIN / Young Professionals Feb 2013 Nov2015 Mentor Junior Achievement of Panama. May 2015 July 2015