Diana Sofía Cárdenas Business Operations Senior Analyst en Accenture

Customer Contact Management Team Lead

Sanofi

May 2024 - Current (2 years)

Supervise Reverse Logistics processes and follow up on the fulfillment of KPIs and goals. Monitor the team on the management of the daily requests and claims from Sanofi customers in North America and ensure timely resolution on returns and deductions. Work on ideas for continuous improvement with the application of different tools to achieve more productive and efficient processes. Support the team in decision-making, providing guidance and support. Additional: * Leader in the migration of the Reverse Logistics and Customer Service processes from North America to the Bogota hub, leading to the opening of the CCM - Customer Contact Management team.

Order to Cash Operations Specialist / OTC Team Lead

Accenture

Jan 2024 - May 2024 (5 months)

Team Lead in charge of overseeing the credit and collection process (OTC) of Black & Decker Chile, Argentina and Peru - GEMLAG. Preparation of financial reports such as monthly projections, support in bad debt, monitoring of KPIs, among others. Direct communication with foreign trade, PTP, logistics and sales areas.

Business Operations Senior Analyst

Accenture

Mar 2022 - Dec 2023 (1 year 10 months)

Carry out the collection process of the assigned portfolio of Argentina - GEMLAG, intercompany and imports from Brazil, Chile and USA of Stanley Black & Decker. Constant work in reconciliation of accounts and participation in order release decisions monitoring the client's credit risk, taking into account overdue balances and credit limits. Perform foreign currency entry, account clearing, commission settlement, monthly projection reports among others. Constant support to the team and Leader. Direct communication with areas of foreign trade, PTP, logistics and sales.

Business Operations Senior Analyst

Accenture

Mar 2022 - Sep 2022 (7 months)

- Stanley Black & Decker - Accenture (Partnership) Realizar el proceso de cobranza del portafolio asignado de Argentina - GEMLAG, intercompañías e importaciones de Brasil, Chile y USA de Stanley Black & Decker. - Trabajo constante en conciliación de cuentas y participación en decisiones de liberación de pedidos monitoreando el riesgo crediticio del cliente, tomando en cuenta saldos vencidos y límites de crédito. - Realizar ingreso de divisas, compensación de cuentas, liquidación de comisiones e informes de proyecciones mensuales entre otros. Soporte constante al equipo de trabajo y Líder. Comunicación directa con áreas de comercio exterior, PTP, logística .

Business Operations Analyst

Accenture

Mar 2021 - Mar 2022 (1 year 1 month)

Carry out the collection process for local accounts and from abroad in Argentina and imports from Brazil, Chile and the USA (GEMLAG). Constant work in accounts reconciliation and participation in decisions of orders releasing monitoring the customer’s credit risk, taking into account overdue balances and credit limits. Perform foreign exchange entry process, account clearing and commission settlement. Direct work with areas of foreign trade, PTP, logistics and sales.

Business Operations Associate

Accenture

May 2020 - Feb 2021 (10 months)

Stanley Black & Decker - Accenture (Partnership) Direct oversee the assigned portfolio of commercial accounts - USA / Canada - OTC and perform the proper collection process, account reconciliation and constant monitoring of blocked orders. Review and increase credit lines according to the DOA (Delegation Of Authority) and release orders based on the credit limit, overdue balance or risk category of the customer. Additional: * Trainer - Knowledge Transfer India 2020 (Stanley Engineer Fastening / SEF) * Trainer - Knowledge Transfer India 2021 (Global Tools & Storage / GTS)

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GSS Americas Credit & Collections Associate

Stanley Black & Decker, Inc.

Apr 2019 - May 2020 (1 year 2 months)

Direct oversee the assigned portfolio of Canadian commercial accounts from the Global Tools & Storage BU - OTC and perform the proper collection process, account reconciliation and constant monitoring of blocked orders. Review and increase credit lines according to the DOA (Delegation Of Authority) and release orders based on the credit limit, overdue balance or risk category of the customer.

Practicante de Ingeniería Industrial - Planeación y Calidad

Fundación Cardiovascular del Oriente Colombiano

Aug 2018 - Feb 2019 (7 months)

- Apoyo en el equipo de acreditación internacional del Hospital Internacional de Colombia (Joint Commission International), así como en certificaciones INVIMA del Servicio Farmacéutico de la Organización.

Industrial Engineering Intern – Planning and Quality Management

Fundación Cardiovascular de Colombia

Aug 2018 - Feb 2019 (7 months)

Support in the international accreditation team of the International Hospital of Colombia (Joint Commission International), as well as in Invima certifications of the pharmaceutical service of the institution.

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Gestora Documental

INGECONTROL S.A.

Nov 2013 - Apr 2014 (6 months)

Gestión de contratos de Ecopetrol S.A., llevando a cabo su debido archivo y custodia así como el manejo de requerimientos de acuerdo a los lineamientos establecidos por la organización y la normativa legal vigente.

Document Management Operator

Ingecontrol SA

Nov 2013 - Apr 2014 (6 months)

Management of Ecopetrol S.A. contracts in the Policlinic of Barrancabermeja Headquarters, carrying out their reception, archiving, custody and handling of requests according to the internal requirements of the organization.

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General Manager

Charleys Philly Steaks

Oct 2009 - Aug 2011 (1 year 11 months)

Administration of franchises including training and hiring of personnel, inventory management, daily, weekly and monthly reports, sales projection, fulfillment of goals, monitoring budgets and costs, operational support and other activities.

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Gerente general

Charleys Philly Steaks

Apr 2008 - Oct 2009 (1 year 7 months)

Administración de franquicias, incluyendo selección y entrenamiento de personal, gestión de inventarios, reportes diarios, semanales y mensuales, proyección de ventas, cumplimiento de objetivos, manejo de costos y presupuestos, soporte operacional, entre otras funciones.

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General Manager

Charleys Philly Steaks

Apr 2008 - Oct 2009 (1 year 7 months)

Administration of franchises including training and hiring of personnel, inventory management, daily, weekly and monthly reports, sales projection, fulfillment of goals, monitoring budgets and costs, operational support and other activities.

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Supervisora

Charleys Philly Steaks

Jan 2008 - Apr 2008 (4 months)

Supervisión de personal y soporte en actividades operacionales así como en entrenamientos, tareas administrativas, cumplimiento de objetivos (ventas), manejo de mercancía, entre otras funciones.

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Supervisor

Charleys Philly Steaks

Jan 2008 - Apr 2008 (4 months)

Supervision of personnel and support in operational activities as well as in training, management and daily tasks of the store, fulfillment of sales goals, handling of merchandise, among others.

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Assistant Manager

Charleys Grilled Subs

Jun 2006 - Jan 2008 (1 year 8 months)

Support in the administrative and operational management of the store, including supervision of personnel and compliance with daily and monthly sales goals.

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Asistente Administrativa y Operativa

Charleys Philly Steaks

Jun 2006 - Jan 2008 (1 year 8 months)

Apoyo en gestión administrativa y operacional, incluyendo supervisión de personal y cumplimiento de objetivos.

Operaria de Línea de Ejecución de Alimentos y Bebidas

Angel fire resort

Dec 2005 - Mar 2006 (4 months)

Proveer excelente atención al cliente y ejecutar tareas diarias de apertura y cierre de la tienda.

Food and Beverages Front Line Execution

Angel fire resort

Dec 2005 - Mar 2006 (4 months)

Provide exceptional customer service meeting the requirements of the client according to the order requested and execute daily opening and closing activities.

Diana Sofía Cárdenas

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