Maria Teresa Santa Ana has over 28 years of experience in customer service, sales, distribution, manufacturing, and logistics. She is an expert in ERP software like SAP for sales, distribution, and consignment processes for domestic and international accounts. She has solid understanding of supply chain, logistics, MRP, and is familiar with export regulations. Her most recent role was Customer Service Lead at Henkel Electronics, where she trained staff, streamlined processes, handled consignment orders, and communicated with internal departments to ensure customer requirements were met.

1. MARIA TERESA SANTA ANA
Unit 1 464 Albion Street, West Brunswick, Victoria 3055
Mobile: 0452 208851 I mariateresaco@yahoo.com
PERSONAL STATEMENT
Highly motivated and enthusiastic individual with over 28 years of experience in customer
service, heavily focused on sales and distribution, manufacturing/production and logistics.
Expert in Enterprise Resource Planning Software (SAP) for Sales and Distribution and
Consignment processes (Domestic and International accounts/shipments), and software
applications for Order to Cash (OTC) and Manufacturing. Vast domestic and international
experience, including knowledge in International Traffic in Arms Regulations (ITAR) and Export
Administration Regulations (EAR). Solid understanding of Material Resource Planning (MRP),
Supply Chain and Logistics. Operates with a high level of confidence and commitment, and
embraces challenges to aid in the growth of the company.
PROFESSIONAL EXPERIENCE
Henkel Electronics,USA
Customer Service Lead 07/1988-03/2016
 Team lead: Assist with order processing, monitoring manufacturing and delivery schedules
(both domestic and international shipments), registering customer commercial and logistic
complaints and implementing corrective actions as needed (8D). Monitor day to day
activities in Customer Service Department
 Certified internal auditor: ensure company’s compliance with ISO 9001 standards
 Key Trainer: train and develop customer services representatives on company processes
and internal/government regulations, and retrain as changes arise
 Provided consultations on ITAR and EAR accounts
 Streamlined internal customer service processes to improve lead time on responses
 Teamed up with Quality Control Department to reduce the response time from 15 to 10
days in reviewing/meeting the quality specification requirements
 Identified issues and provide feedback during testing of SAP software prior to
implementation
 Created SAP training documents and provide training as needed
 Contributed to the development of a department Standard Operating Procedures for Sales
and Distribution processes
 Handled consignment orders which includes order processing, shipping, billing and
inventory reconciliation.
 Partnered with Strategic Business Unit (SBU) to review sales deals or contracts and

2. forecasts to ensure shipment on time
 Daily communication with the different internal departments (Quality Control, Planners,
Accounting, Technical Support Group, Customer Care Team and Shipping and Warehouse)
regarding customer requirements and expectations.
EDUCATION
Bachelor of Science in Business and Management 06/2009
University of Phoenix, USA
PROFESSIONAL DEVELOPMENT
Professional Supply Chain Management training
Office Safety Coordinator / 5S
Diversity Training
References:
Karen Morgan Jones, Henkel Electronics, Customer Service Manager
Tel # (310) 761-4863
E-mail: karenl.jones@henkel.com
Susan Munson
Henkel Electronic, Customer Service Team Lead
Tel. # (310)-605-5725
E-mail: susan.munson@henkel.com
Maria Aguilar, Associate Nurse Unit Manager
Brunswick Private Hospital
Tel. # 0402545303
E-mail: aguilar@healthecare.com.au