Highlights:Process Excellence /Collections/Dealer Development Repeated success over 15+ years of driving business transformation processes and managing performance indicators to create change that ensures profitable operations and client-focused service. Develop team members into highly productive resources while providing motivating leadership. Deliver end-to-end management for business process improvement, compliance and financial control projects in multinational dealership environments. Bilingual in English and Spanish.

Skills:customer service, collection, six sigma, dealer development, process excellence, credit analysis

Membership:Incubadora de Líderes, A.C.

Certification:Six Sigma Black Belt

NORTHERN REGION LATIN AMERICA CUSTOMER SERVICE REPRESENTATIVE III 09/2015 - current
CATERPILLAR, MONTERREY, nuevo leon Mexico
Industry: MACHINERY
Manage Customer Service and Collections to Ecuador, Colombia and Venezuela
? Deliver customer service to customer's dealers as rep from Caterpillar Credito, S.A. de C.V. SOFOM ENR, one of 40+ offices of Cat, Inc. Financial Subsidiary managing financing purchases and allied products sold via dealership network. ? Manage past due accounts in customer service management role for transactions in Ecuador, Panama and Colombia. Portfolio of Coverage Territory has doubled during last year: analysis is being made to make recommendations through Lean & Six Sigma to streamline processes such as: late fees, payments history – account recon, cash application discrepancies, withholding taxes, billing and invoicing, unapplied credits or payments, customer contact, termination, etc., and mainly any process that could be more efficient through IT to leverage technology and improve quality. ? Proficient in Salesforce and Oracle Lease Financing Management for portfolio administration. Collections on Direct Loans, Cross Border Loans, International Finance Leases, Operating and Finance Leases – offered on retail and wholesale financing. All these Financing instruments offered thru different CFSC subsidiaries. ? Developed effective collection strategy to increase customer satisfaction and loyalty, such as recommendation of restructuring agreements on past due accounts while in compliance with country’s legal regulations and tax structure.--
NORTHERN REGION LATIN AMERICA PROJECT MANAGER / SIX SIGMA BLACK BELT 09/2012 - 08/2015
CATERPILLAR, MONTERREY, nuevo leon Mexico
Industry: MACHINERY
Project Manager for Latin America using Six Sigma and Lean.
? Orchestrate business process projects, resulting in cost savings and alignment with regulatory compliances. ? Define requirements for finance and equipment products offered across Latin American. ? Direct project teams and lead to high productivity and efficiency. ? Coordinate due diligence process with tax and legal teams. ? Define operational processes and legal agreements with corresponding operational areas. ? Implement finance legal entity within Latin America territories. Coordinate financial modeling with budget team and define and coordinate implementation plan. ? Collaborate with marketing, credit and customer service divisions to complete operational excellence projects for sales, credit and portfolio excellence. ? Analyze key core processes services for marketing projects. ? Redefine product offerings using Gap model to analyze customer perception vs. customer expectations. ? Train 80+ employees on Green Belt courses for Six Sigma implementation. ? Lead annual business strategic planning for Business Unit.--
LATIN AMERICA FINANCE REPRESENTATIVE 02/2010 - 08/2012
CATERPILLAR, MEXICO, DF Mexico
Industry: MACHINERY
Delivered specialized financial consulting for dealership network in alignment with Caterpillar Business Plan throughout Mexico, Costa Rica and Nicaragua.
? Provided improvement recommendations to dealer to ensure sound financial position and successful operations. ? Delivered financial expertise to dealers in consultative role regarding best practices, short and long-term financial planning, credit, collections, budgeting, sales forecasting, inventory control and cash management. ? Identified financial trends and problems effecting dealer performance according to Distribution Services Division commitment. Defined work plan to raise dealer performance levels. ? Provided customer service support to dealers regarding invoices, importation processes and manufacturing subsidies reimbursement. Responded to requests other than those assumed by Commercial Support Area. ? Oversaw financial functions for District Commercial Office and provided support to dealers in Mexico, including providing budget, procurement and employee benefit support.--
CUSTOMER SERVICE REPRESENTATIVE 09/2006 - 02/2010
CATERPILLAR, MONTERREY, nuevo leon Mexico
Industry: MACHINERY
? Delivered customer service to dealers as rep from Caterpillar Credito, S.A. de C.V. SOFOM ENR, one of 40+ offices of Cat, Inc. Financial Subsidiary managing financing purchases and allied products sold via dealership network. Territory included Mexico, North and South America, Central America and Caribbean.
? Managed past due section of Corporate Risk Management Scorecard indicating dealer results for past due and inactive customer accounts, write off forecast, portfolio health governance and past due accounts. ? Prepared SOX reports and testing procedures for reporting required by National Commission for Defense of Rights of Users of Financial Services (CONDUSEF). ? Responded to dealer requests and managed past due accounts in customer service management role for operations throughout Mexico, Honduras, El Salvador, Guatemala, Belize, Panama, Colombia, Venezuela, Puerto Rico, Jamaica, Trinidad and Tobago and Caribbean. ? Developed effective collection strategy to continue customer satisfaction and loyalty by recommended restructuring for agreements on past due accounts. Coordinated recovery of equipment with corresponding dealer if agreement could not be reached. Oversaw legal process, equipment valuation process according to remarketing company policies and managed preliminary negotiations for equipment resale while aligning with country’s legal and tax structure. ? Commended for generating outstanding results and charged with two special projects as result of success: Assigned to serve as liaison with attorney overseeing legal collections. Monitored collection progress vs. legal fees schedule and to achieve lowest possible collection cost with highest account collection amount. Also assumed project responsibility for lien releases on paid loans and leases.--
CREDIT & COLLECTIONS MANAGER 04/1997 - 12/2004
UNITED RENTALS, MONTERREY, nuevo leon Mexico
Industry: MACHINERY
Responsible of Credit and Collections Area supervising a team of 7 employees.
? Played key role in opening Monterrey, Mexico Branch by creating, managing and developing Credit & Collection Department. Hired, trained and conducted annual performance review for seven staff. ? As direct report to US corporate office, submitted collections, performance and budget reports and ensured compliance with SOX Regulations. Negotiated cost effective legal fees with external legal advisors. ? Collaborated with sales team for new product development and to create marketing action plans regarding credit decision and collection to close deals. ? Managed 400+ active accounts with $5M USD and 2000 monthly invoices for Mexican Republic territory. ? Decreased expenses for three consecutive years and earned quarterly award for reduction of past due balances.--
ASSISTANT VICE PRESIDENT 01/1993 - 12/1997
INTERNATIONAL BANKING OF COMMERCE, LAREDO, TEXAS United States
Industry: banking
Letters of Cedit and Foreign Exchange Area
? Reported foreign exchange trading at cashier terminals for all branches and reported large transaction to corporate. ? Reengineered Foreign Exchange Department by developing new forms and reports for accounting control. Presented proposal with restructured policies and procedures for accounting and auditing reports to management as team. ? Served on highly successful Operational Runbook IT project team to automate letters of credit procedures. ? Developed effective customer service process to identify needs, sell products and ensure customer satisfaction. ? Recognized with outstanding employee award for promoting continuous improvement. Earned special bonus award.--

ITESM 08/1986 - 12/1990
MONTERREY, nuevo leon, Mexico
Degree: Bachelor's Degree
Major:INDUSTRIAL AND SYSTEMS ENGINEER
4 YEARS SCIENCE BACHELOR DEGREE FROM ONE OF THE TOP LATIN AMERICAN UNIVERSITIES, ACTIVELY INVOLVED IN ALUMNI ASSOCIATION ACTIVITIES.

Login to view resume: One page Resume -