Guadalupe A. Montalvo

• Cultivated customer loyalty, promoted repeat business, and improved sales.
• Proactively anticipated potential customer concerns, developing strategies to address them before they escalated into larger issues.
• Demonstrated flexibility in handling varying workloads by adapting quickly under changing circumstances while maintaining focus on results.
• Conducted thorough root cause analyses for recurring issues, implementing preventive measures to minimize future occurrences.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• A love of learning, as we work in a fast paced environment with lots of changes.
• Knowledge in Sales Force and SAP system.

• Account management for assigned customer accounts in a very fast paced environment.
• Communicates with customers, throughout order lifecycle, using independent judgement and discretion to resolve conflicts and solve issues as they arise.
• Efficient execution of the order management process including timely and accurate order entry, analysis of orders and communication of any capacity constraints.
• Stocking program management, including assessment of inventory levels, call-off’s, and order replenishment.
• Coordination and management of UPM’s Global Supply Chain to ensure customer requirements are fulfilled.
• Coordinates and communicates with both the customer and internal partners on delivery timing as a function of the logistics chain.
• Ensures efficient workflow within the supply chain with a focus on continuous process improvement and strong collaboration.
• Communicates with sales managers relative to service issues.
• Effective complaint and claims processing.
• First line implementation and supports of customer facing e-Business tools.

• Maintained and improved customer satisfaction in collaboration with sales account managers in a very fast paced environment, handling multiple urgencies a day.
• Played a vital role as one of the main points of contact for customers by providing proactive and ongoing support throughout the order life cycle.
• Accurately and efficiently processed customer orders, proforma, returns, and other routine customer transactions/inquiries.
• Backed up supervisor as needed when she was out of office. This included making vital decisions under pressure to find the best solution.
• Demonstrated leadership by providing support to colleagues, as well as trained new employees.
• Interconnected with leadership and account managers regarding any escalated issues, as well as work closely with them to meet quarterly goals.
• Worked closely with plants and shipping personnel to ensure order integrity and on time delivery, scheduled appointments as needed.

• Performed administrative tasks, including but not limited to, expenses, event planning, calendar management, appointment scheduling, venues, catering, and product ordering for Senior Leadership.
• Scheduled Microsoft Teams and Zoom meetings for various departments in the organization.
• Rewarded with over $2,000 in spot bonuses for going above and beyond normal job responsibilities.
• Coordinated with Human Resources and Interviewers for potentials hires.
• Proactively engaged with a team in the creation of a Business Support Reference Guide that streamlined administrative processes for new employees, current staff, and line managers.
• Took initiative to further knowledge in the business by helping trading benches with time critical Deal Entries.

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• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
• Maintained accurate records of all client interactions through diligent use of CRM systems, allowing for targeted follow-ups and efficient customer history referencing.
• Balanced multiple competing priorities within tight deadlines during peak periods without compromising on attention-to-detail or responsiveness.
• Met customer’s expectations by working collectively with finance, production, suppliers, and logistics, to ensure orders were delivered according to customer needs and expectations.
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.

• Focused on Customer Service, Supply Chain, Logistics, Scheduling, Reporting and Inventory Control.
• Processed orders for emergency situations, and plant production help-outs.
• Coordinated supply from vendors to meet the inventory demands of ten warehouse locations.
• Created and updated management team with monthly metrics.
• Lowered freight cost while at the same time shipping more pounds.
• Collaborated with sales and marketing departments to align demand planning efforts with promotional campaigns for optimal inventory management.
• Improved order fulfillment rates through meticulous monitoring of supplier performance and consistent communication.
• Coordinated logistics activities for seamless transportation of goods across multiple distribution centers, minimizing delays and costs.
• Optimized inventory levels by implementing effective demand forecasting and planning techniques.

• Inventory analysis at both the part number and total dealer inventory levels.
• Launched and trained new dealers on the program (daily stock order process and returns).
• Worked with dealer personnel and DIA employees to suggest and implement solutions to drive performance improvement.
• Spearheaded trade settlement process improvements that increased operational efficiency significantly while reducing errors related to reconciliation issues or discrepancies between counterparties' records.

• Provided quotes, processed orders, issued credit/debit memos, approved vendor’s invoices and worked closely with treasury to complete the process of orders including accounts’ payment terms.
• Expedited inventory and direct ship orders within warehouses and suppliers.
• Processed, investigated, and resolved claims within company and freight forwarders.
• Worked with 10 warehouses and freight forwarders to make sure all shipping documents and regulations are being met for International shipments.
• Initiated and finished Return Material Authorization process, cancellations and issued credits.
• Achieved faster response times to client inquiries by streamlining internal communication channels within the organization.
• Expedited inventory and orders within warehouses and suppliers.