Experience

Cordis

• United States
• Medical Equipment Manufacturing
• 700 & Above Employee

• Regional Sales Manager

  • Oct 2020 - Present

  - To contribute to creating and implementing a sales strategy for Cordis ensuring that the plans deliver sustainable & profitable growth in excess of marketplace and competition - To recruit, develop and retain an exceptionally high performing team, introduce robust and sustainable business/sales processes, coach a team to be recognized as benchmark across Cardinal Health - Build a culture of over achievement across the Central region by a ‘back to basics’ focus on core ‘Gold Standard’ products coupled with the accelerated adoption of new products in the portfolio - Continue to develop the Cordis brand and focus on strengthening customer relationships in both Cardio and Endo through customer segmentation and KOL development - Develop and implement reward and recognition structures that drive a culture of ‘over achievement’ and deliver outstanding growth - Coach and mentor the team to be highly successful through the use of a CRM system called SalesForce.com, a Cloud based database - Understand and act on agreed P&L responsibilities for the Cordis business - Contribute to the future strategies of Cordis and collaborate across other Business Units as member of the Cordis Leadership Team - Through exceptional leadership style, foster a culture of ‘over achievement’, continuous improvement and transferring success models across the region - Build strong, effective relationships with Key Opinion Leaders, clinical Professional Groups, industry groups and national procurement bodies to drive growth - Champion a customer centric culture within the organization - Be a leadership sponsor and role model for Cardinal Health Values - Represent Cordis Spain in a professional and ethical manner in all situations. Show less



Cardinal Health

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Customer Service Manager Iberia

  • Jan 2017 - Sep 2020

  - Business partner to the country organization and the EMEA CS organization - Manage the activities of the outsourced customer service staff, who support the sales organization in the countries - Responsible for reaching the Customer Service objectives with the team. - Recruitment of CS agents - Prepares and implements controls and initiatives to ensure that long term targets are achieved - Coaches, counsels and trains the outsourced customer service center personnel to improve customer contact and satisfaction - Contributes to achieving the highest standards in Customer Care - Integrating new business and new Cardinal Health divisions into the outsourced customer service center - Collects data and prepares reports for country management - Works with internal groups (e.g. Quality, Compliance, Accounting, HR, etc.) to ensure all Customer Service processes are aligned with company objectives as well as country rules and regulations - Surveys the customer base to measure customer satisfaction relating to the process, product pricing, quality and support - Advises management of changing needs of customer base and recommends process, system, organization changes to accommodate customer requirements and increase productivity - Drive efficiencies in the customer service team by identification of process gaps and bottlenecks at a Customer level and implementation of correction action steps - Identify and implement required system changes - Evaluates and reports on customer survey results to determine process improvement opportunities - Part of the customer service governance team EMEA and the country management team Show less



Laureate International Universities

• Brazil
• Higher Education
• 100 - 200 Employee

• Manager Org Development SSC Europe

  • 2016 - 2016

  Lead and manage the Service Management function in the SSC and and measure and improve SSC Performance - Key contact to review service levels - Primary contact for service level changes - Implements customer service focus to service recipients (European / local) - Provides customer service desk infrastructure - Manages business needs / customer expectations - Responsible for European Service Center performance measurement - Produces trans-parent reporting of service quality - Manages performance issues - Ensures compliance in process execution with Institution and SSC guidelines - Manages internal control framework in the SSC Show less



Stryker

• United States
• Medical Equipment Manufacturing
• 700 & Above Employee

• • 2012 - 2016

  Manage and direct order processing, invoicing, and kit booking for Customer Service department team of 30Gathering information to comply with new Spanish Laws regarding electronic invoicing systemsImplemented and responsible for EDI, which is mandatory for some large private firms, and key in securing Public Sector bidsExecuted Commercial Evolution Program For Customer Service; Organized, formed, and trained Customer Service team to be prepared for upselling products, making Customer Service the second team in SalesResponsible to providing and monitoring all documentation to meet internal policies for internal and external auditsOracle Superuser for Spain, Portugal, Italy, and LATAMReorganized the Customer Service team based on internal synergies; specialized team into two different task team: Invoicing tasks and Order processing tasks. Improved DPOs outstanding invoices from 8 Mil to 3 MilReported, maintained and analyzed Customer Service KPI, including: OTIF, OTIF kits, Service levels, billing and reporting outstanding invoices, measured Customer Service Department errors, number of lines and processed ordersCreated a strategic plan for better interaction and communication with internal/external customers, and internal/external sales teams, including: minimum number of visits to all customers by each team member; prepared satisfaction surveys for all regionsDirected the change over from a local Portuguese team in Lisbon to Madrid, including hiring, training, and integrating the new team for PortugalCreated contingency plans, shared and communicated with all departments, so customers are not negatively affected, including: system crashes, delivery of goods, and backordersWeekly sales projections, analyzing the trends in sales for the month versus budget, and the monthly projections for Spain and PortugalWeekly Open order analysis, checking rights WH sources, scheduled ship dates, looking for items across European WH, coordinated with Supply Chain Show less

• • 2007 - 2012

  Managed and directed order processing and invoicing for the Customer Service department team; supervised the workflows, and development of a 14 member teamImplemented Avaya telephone solutions, reducing the call abandonment rates for the team Follow-up and correction of deviations for the team's personal objectives Creation of a strategic plan to interact with hospitals and delegatesFollow-up and control of DPO’s, promoting invoicing through contact with delegates and regional sales managersOTIF Analysis and reporting; supervising deadlines in coordination with Purchase DepartmentReduced company’s Bad Debt: through invoice an DPOs problem-solvingInvoicing of Consignments, and revision of Open OrdersSupervised the correct application of the company’s Revenue Recognition Policy in sales transactionsImproved invoicing quality to different insurance companies, along with KAM & Credit Controllers; implemented procedures to correct internal functionality, reducing invoicing issuesCollaborated with Sales Team to produce effective sales reports, customer consumptions reports, and BOs Show less

• • 2004 - 2007

  Accounts Receivable and Taxes (2005-2007)• Prepared expiration dates to issue to customers• Oversaw cash cheques, and payments in cash• Supervised and approved expense reports and put them through for payment. Reported and analyzed expenses in the company versus budget, on a monthly and quarterly basis• DSO Reports on a monthly and quarterly basis, and analyzed and reported it to the Finance Director• Elaboration of Debt reports on a quarterly basis for the Finance Director• Preparation and submission of taxes (VAT, PIT), and delivered in compliance with laws and regulations with strict deadlines• Tax settlements, preparation of annual accounts and bookkeeping; Intrastat monthly and quarterly • Prepared foreign accounts statements, and tax Withholdings (PIT, and fixed capital assets)• Completed and delivered National Statistical Institute surveys, under strict and official deadlines• Followed and checked on all the customs documents and declaration forms (DUAs)Treasury (2004 – 2005)• Managed the bank's reconciliation process• Ensured that all treasury transactions were appropriately accounted and consolidated• Monitored the supply and movement of cash• Created sales reports on a daily, weekly and monthly basis• Prepare data for audits including cash review and Cash flow Account Payable (2004)• Managed all payment cycle activities• Kept track of processes and reconciled payments and expenditure in compliance with financial policies and procedures• Ensured correct approval, sorting, coding and matching of invoices and receipts Show less

• Kits Loan Operator

  • 2001 - 2003

  • Organized the Planning and scheduling of loaner kits for customers • Arranged the collection of overdue kits • Oversaw and checked missing items for invoicing • Cataloged the exchange for expired and broken items • Organized the Planning and scheduling of loaner kits for customers • Arranged the collection of overdue kits • Oversaw and checked missing items for invoicing • Cataloged the exchange for expired and broken items

• • 2000 - 2000

  • Booked Purchase Orders to factories• Created and loaded items lists in the system, with all item attributes for easier access (item type, status, UoM, description in local language, lot/serial control, shelf live, costs, price list)• Collaborated in monitoring and forecasting upcoming levels of demand• Registered in the system all outgoing import items• Created new inventory request (CER)• Generated profitability reports and rotation of kits, selling units, safety stocks• Produced reports of items to be removed from inventory system (DAR) Show less

• • 1999 - 2000

  • Organized receipt of orders from customers, recorded it in the system for their preparation in the warehouse• Provided information to the customers about backorders, and scheduled ship dates, with the Supply Chain department information• Issued processing and turnover of orders and credits, follow-up of changes and RMAs• Handled complaints from customers looking for a solution and escalation inquiries• Collaborated with the Collections Department• Management of the filing and scanning of every invoice dossiers (order, invoice, delivery notes)• Checked on the level of service from all departments• Updated and loaded price lists into the system, according to conditions of Sale, and obtaining necessary authorizations for prices differences from the official price list Show less



SUMINISTROS MÉDICO Y TÉCNICOS

• Spain
• Consumer Goods

• Junior Sales Representative

  • 1998 - 1999

  • Junior Sales Representative in Spain central area (Madrid and surroundings) for Medtech Company • Worked closely with the Sales Representatives, and aided them with customer contacts and leads • Schedules appointments with customers • Reported and informed sales status for the region assigned to Management Team • Junior Sales Representative in Spain central area (Madrid and surroundings) for Medtech Company • Worked closely with the Sales Representatives, and aided them with customer contacts and leads • Schedules appointments with customers • Reported and informed sales status for the region assigned to Management Team



SUMINISTROS MÉDICO Y TÉCNICOS, S.L.

• Spain
• Consumer Goods

• Tender Specialist

  • 1997 - 1998

  • Answered to public offers and bids • Monitored offer and bid submission process (format, timing, completeness, consistency and compliance with overall requirements) • Advised and challenged the sales team in dealing with each official bid and tender • Contributed to the production of the bids and offers, including all the required documents • Answered to public offers and bids • Monitored offer and bid submission process (format, timing, completeness, consistency and compliance with overall requirements) • Advised and challenged the sales team in dealing with each official bid and tender • Contributed to the production of the bids and offers, including all the required documents