Slippery Rock University of Pennsylvania

Universidad Rafael Belloso Chacín

Support Manager at SAP

Product Leader focusing on ServiceNow’s Source-to-Pay Operations and helping customers achieve successful product implementations.
Highlights of accomplishments in this role include:
• Represent our Source-to-Pay product to implementing customers by facilitating the smooth deployment, providing guidance on product setup, configuration, and initial usage to help them achieve their ambitions.
• Build and maintain strong relationships with customers, acting as their primary point of contact for any questions, concerns, or feedback they may have regarding our Source-to-Pay suite.
• Influence product roadmap and mitigated product flaws in a timely manner by working in collaboration with product managers and product engineering teams.

ServiceNow

Senior Product Success Manager

I serve as a member of the board of advisors for the Management department at Slippery Rock University. We provide input and guidance to the school of Business through:
• Guide the long-term strategic direction of the department, including setting goals, priorities, and initiatives. 
• Advice on the development and enhancement of academic programs, courses, and curriculum to ensure relevance, quality, and alignment with industry trends.
• Monitor the quality of teaching and service within the department and providing feedback and recommendations for improvement.

Member of the Board of Advisors

- Coordinated all pertinent activities to conduct Pride Events. 
- Demonstrated active participation in diversity and inclusion conferences to enhance the visibility of SAP.
- Played a key role in recruitment and worked closely with local universities to build positive relationships with students.
- Maintained excellent ratings from the Human Rights Campaign by working in tandem with HR.

Co-lead Pride at SAP North America

Administer four solutions, including Guided Buying, SAP Ariba Catalogs, Custom Forms, and Spotbuy, after the merger of multiple components into one last year. Oversee all support operations for four solutions to promote teamwork, ownership, and accountability for exceeding the expectations of SAP’s clientele. Anticipate issues of customers regarding products and analyze various approaches to fix errors while managing SAP. Determine the root cause of account escalations by closely working with internal teams to take appropriate actions. Mentor and develop a Support Manager in India, as well as manage 27 people across the world, handling approximately 1K incoming cases on a monthly basis.
Highlights of accomplishments in this role include:
• Comprehended customer concerns and product hot spots through immediate analysis after monthly service packs.
• Undertook proactive measures to improve customer experience by incorporating the process of identifying problems before customers in the MBOs of Support Engineers.
• Aligned the organization’s strategy with LOBs goals and established attainable targets to recognize improvement areas.
• Influenced product roadmap and mitigated product flaws in a timely manner by working in collaboration with the product engineering team as a Support Manager.

Global Support Manager

Led one-on-one meetings with the team, customers, and chief stakeholders to determine the need to streamline operations. Formed productive partnerships with external teams, including project engineering and customer success teams, to achieve mutual objectives. Considered all relevant factors while identifying development areas of GB global component and coordinated training. Uncover opportunities within their roles and stretch assignments aligned with development goals by guiding Support Engineers per individuals’ growth needs.
Highlights of accomplishments in this role include:
• Expedited the resolution of service requests by coaching Support Engineers in optimizing the customer experience.
• Earned recognition for exceptional services, such as leading the onboarding process in Brazil despite a lack of structure, nurturing relationships with engineering teams, and accelerating resolution time, resulting in achieving promotion.
• Assessed the severity of product issues to facilitate P&I team efforts in fixing defects with the utmost urgency.
• Managed escalation requests in a professional manner by reviewing fundamental causes and liaised with Support Engineers on response strategies and action plans.

SAP Ariba Guided Buying Team Capain

Addressed cases involving critical customer situations and efficiently dealt with escalated customers. Delivered essential training to teams in India on implementing the triage model for adequate review of cases. Organized in-person training sessions led by Ariba SMEs to address the development needs of the SAP Labs LAC. Served as a conduit between LAC Labs Support Engineers and the rest of the global organization while remotely directing business operations in Brazil.
Highlights of accomplishments in this role include:
• Attained promotion for rapid advancement in the previous position, knowledge of business and customer base, and extensive insight into the complete cycle of clients’ experiences with the company.
• Established an entire office in Brazil successfully with seven team members and later hired about 25 individuals.
• Navigated deployment of the triage model in various workshops in coordination with the senior leadership team.
• Hired and trained the first 25 Ariba Support Engineers in SAP Labs LAC for three months in Porto Alegre to expand the Ariba support team in Latin America.

Senior Support Engineer

Drove client satisfaction and retention by actively coordinating with customers, identifying needs, and assisting in determining/resolving potential issues. Guided the formulation of purchase requisitions to buy goods/services on behalf of customer. Uncovered/mitigated potential problems and prepared external/internal-facing documentation for administrators and internal consultants to present impactful solutions by liaising with support engineers.
Highlights of accomplishments in this role include:
• Utilized extensive experience in enterprise software while facilitating SAP Ariba Customers in various activities that involve procurement, travel and expense, sourcing, strategic reporting, governance, and competitive bidding.
• Solved a monthly average of 80 cases of customers facing complicated issues by leveraging case management competency.
• Enabled customers to endure procurement operations after concluding the case for a pharmaceutical company.
• Delivered meaningful training to recruits on procurement operations, customer checks/balances, procurement needs, and innovative tools/technology to enhance operational excellence and productivity.

Technical Support Engineer

Analyzed the organization’s business processes to pinpoint improvement areas and present best-in-class solutions accordingly. Proposed essential modifications and adjustments in business procedures to accelerate overall organizational performance.
Highlights of accomplishments in this role include:
• Conformed to the Affordable Care Act guidelines and Highmark by executing quality control measures for groups.
• Documented the creation of SBCs through assessment of the current processes of the Customer Contract SBC team.
• Showcased active participation in the SBC initiative project at Highmark’s Customer Contract SBC Team as a Consultant.

SDLC Partners, L.P.

Business Analyst

Maintained legacy application for expense reporting, producing weekly and monthly reports for business representatives based on Microsoft Access data. Contributed to running queries on legacy system data and partnered with different departments to aid the organization in long-term issues of solutions deployment. Prevented organization from confronting fines and late fees charges by efficiently processing invoices within defined time constraints.
Highlights of accomplishments in this role include:
• Streamlined purchase order processing and payables management through Oracle eBusiness Suite (EBS) R12 modules.
• Verified fulfillment of requirements using Toad for Oracle and SQL by testing newly executed changes.
• Facilitated ERP deployment through proper configuration of iProcurement in close collaboration with the User Department, A/P Production Support, Oracle Developers, Oracle EBS support, and external vendors.
• Guaranteed meaningful connections between facilities and 57 outside vendors by improving the shopping interface.

United States Steel Corporation

CO-OP

Supported students in improving Spanish fluency by meticulously preparing discussion topics and leading conversational classes twice a week. Instructed students and Professors of other languages on efficient usage of iPad by delivering user guidelines. Offered assistance in managing the overall activities of the department and professors regularly.
Highlights of accomplishments in this role include:
• Allowed students to communicate and understand Spanish by focusing on participation in the learning process actively.
• Enabled professors in conducting recorded tests of students speaking on iPad by implementing the use of 50 iPads.
• Organized four weekly conversation practice sessions to provide a chance for students to practice the Spanish language.
• Acted as Assistant to the Chair of the Mother Languages Department to assist in administering the digital exams system.

Slippery Rock University

Assistant

Monitored hourly schedules of approximately 10 workers and appointed Presenters at various exhibits while functioning as Shift Supervisor. Acquired essential knowledge and experience to effectively communicate with customers and teachers, as well as recognize and meet each individual’s unique characteristics and needs.
Highlights of accomplishments in this role include:
• Engaged in validating training received by new Presenters through end-of-training tests and assessments.
• Informed the Director of Scheduling regarding daily events by crafting detailed reports related to summaries.
• Instilled science interest in Presenters by sharing science concepts/articles to foster a “let’s talk about science” culture.

Carnegie Science Center

Point Person - Supervisor

Presented the Science Center’s exhibits in an exciting and informational manner for a positive and enjoyable educational experience for visitors. Ensured a safe environment by complying with established safety rules and regulations.
Highlights of accomplishments in this role include:
• Aided other team members in interacting with visitors through the provision of Spanish-language assistance.
• Developed the ability to convey high-level science concepts to children aged eight and learned English through teaching.
• Provided explanations of science, including physics, chemistry, and stem concepts, to kids groups and individuals at various exhibits throughout the museum.

Robert Solano