Ruben Andrade

I managed vendor performance to enhance profitability and meet financial objectives while reducing costs through service consolidation and strategic partnerships. Effective communication and regular performance reviews strengthened supplier relationships. Comprehensive vendor management policies ensured consistency in selection, evaluation, and monitoring. Continuous improvement initiatives drove operational excellence. Timely updates and status reports fostered collaboration with internal stakeholders. I prepared reports and presentations for executive staff and identified opportunities to streamline processes and improve efficiency. Cost efficiency was improved through better vendor allocation, and monthly costs were reviewed and invoicing payments approved.

I promptly resolved escalated issues between internal stakeholders and vendors, fostering harmonious relationships. Targeted strategies were developed to recruit high-quality vendors for expanding product lines, with thorough risk assessments conducted before finalizing contracts. Comprehensive market research informed decision-making in vendor acquisition. Collaboration with legal departments ensured compliance while safeguarding the company's interests. Existing vendor relationships were enhanced through regular communication and long-term partnership nurturing. Budget allocation for vendor accounts was managed to maximize ROI. Regular performance reviews with vendors ensured adherence to service level agreements and continuous improvement. Favorable contract terms were negotiated, resulting in cost savings and stronger relationships. Vendor satisfaction was increased through consistent monitoring and addressing of concerns. Collaboration with the finance team ensured accurate and timely vendor payments, strengthening trust. Vendor performance was managed to maximize profitability and achieve financial objectives, with audits conducted on existing vendors.

As a Vendor Operations Manager I overseed communication and collaboration with BPO vendors, ensuring expectations are understood. I collaborated on operational requirements and monitored vendor performance against metrics. Resolving conflicts and addressing challenges, I also managed costs while seeking savings without compromising quality. Identified and mitigated risks, ensured compliance with agreements and regulations, and managed changes in vendor relationships, and attributions. Through reporting and analysis, I drove continuous improvement to enhance vendor performance over time.

I led the launch and establishment of Customer Support operations in Spain, focusing on streamlining processes for faster issue resolution and enhanced customer experience. By fostering a positive work environment and implementing knowledge management systems, I facilitated efficient information access and boosted team morale. Response time to customer inquiries was reduced, and call trends were analyzed to improve efficiency and suggest solutions to management. Process enhancements were identified to drive ongoing company success, while reports, surveys, and vendor relations were analyzed to improve first call resolution. Performance evaluations were conducted to rectify issues and meet KPIs, and metrics were monitored to drive efficiency and performance improvements. Additionally, reports of sales leads and up-sell opportunities were generated and distributed, and customer support procedures were audited to promote standardization across offices.

I spearheaded the launch and establishment of the sales and customer support departments in Spain, including the development of operational protocols. Results and operational analyses were presented to the CXO team. In addition to assisting with day-to-day operations and ensuring efficiency, I recruited, hired, and trained the initial teams for both departments. Time management and attention to detail were priorities in meeting deadlines and completing tasks. Critical thinking was utilized to solve problems and make decisions. Regular interactions with others strengthened communication skills, while courteous and effective working relationships were developed and maintained.

I spearheaded the successful launch of new products, driving revenue growth and brand recognition in the Spanish market.

Strong relationships with key industry players were established to foster business growth and expansion. Budgets, financial planning, and forecasting were managed to optimize profitability for country operations, while negotiations with suppliers secured favorable terms. Process improvements were implemented to streamline workflows and increase team productivity, with resource allocation optimized to enhance operational efficiency and reduce costs. Internal communication systems were enhanced through regular meetings and updates across departments, while performance metrics were monitored to assess progress towards goals and identify areas for improvement. Cross-functional teams were managed to ensure seamless operations and drive business objectives, delivering exceptional customer service by promptly addressing client concerns. Multiple tasks were accomplished within established timeframes, and team performance was maximized through daily monitoring and mentoring. Cost control measures were implemented to keep business operations within budget and increase profits.

I oversaw daily operations to ensure efficient workflows and timely task completion, while motivating and training employees to maximize productivity. Through regular performance evaluations and ongoing training, I identified areas for improvement and implemented corrective actions. Compliance with company policies and regulations was maintained, enhancing workplace safety and productivity. I led continuous improvement initiatives to increase efficiency and productivity, while also coordinating emergency response plans during crises. Analyzing department metrics, I reported findings to management and contributed to long-term strategic planning discussions within the leadership team to shape the future direction of the business unit.

I ensured seamless service delivery by coordinating with various departments and fostering a culture of continuous improvement. Through optimizing resource utilization and streamlining operations, I improved customer satisfaction and retention rates while reducing turnaround time. By developing efficient processes and collaborating with sales teams, I maximized revenue opportunities. I facilitated the onboarding process for new personnel, implemented performance metrics, and coordinated with external stakeholders to achieve project milestones. Additionally, I led cross-functional teams to meet project goals within budget and on schedule.

From team supervisor to Operations Manager roles spanning two-year periods at Netflix Brasil Customer Service and 2 years at Facebook for Business projects, I supervised operations staff, ensuring adherence to company policies and fostering employee accountability. Through regular performance reviews, I identified areas for improvement and implemented action plans, while overseeing hiring, onboarding, and training processes. I established efficient systems and communication channels to enhance team effectiveness and customer satisfaction. Reporting on key metrics, I introduced new practices to expedite processes and fostered a positive work environment, resulting in higher retention rates and upskilling initiatives to meet industry demands.