Yen Loria M

My initial career choice was journalism, but I soon discovered that my true passion lay in finance.

Working with people has been my greatest motivation. Since I began my career, my purpose has been to lead teams and make a positive impact on them and to the Organization. And I have succeeded. I have been working in finance for 11 years, and for 8 of those years, I have led teams.

I am an expert in all processes related to Order To Cash, a deep knowledge in customer care, Procure to Pay, project management, change management, process improvement and standardization, new system implementations, migrations, and operational excellence.

My oldest son has Down syndrome, which makes being a champion of inclusion deeply personal and important to me. This is why I am particularly interested in working with companies that have a strong inclusive culture or the openness to strengthening it. I would love to support this effort.

I believe in continuous learning and have earned certifications in Green Belt, Project Management, Scrum, Change Management, Negotiation, and Design Thinking, among others.

I am currently seeking a new job opportunity where I can apply my knowledge, add value to the organization, and continue my professional growth.

Professional Summary

Strategic Finance Leader with an extensive expertise in finance accounting and customer care. Proven success in leading Order to Cash (OTC), Accounts Payable (AP) and Customer Service operations. Demonstrated ability to lead large high-performing, cross-functional teams and implement best practices for operational excellence.

Skilled in building strong stakeholder relationships, strategic KPI management, and process improvements that enhance operational performance and customer satisfaction. Committed to inspiring leadership aligned with company vision and mission, championing diversity & inclusion, and exceptional customer service.

Skills

• Effective Communication
• Stakeholder Relationship Management
• Customer Service Mindset
• Flexibility & Engagement
• Team building capabilities
• Problem Solving abilities
• Risk Management, Control & Compliance
• Project & Change Management
• Strategic & Analytical Thinking
• Operational Excellence
• Influence & Negotiation
• Business Process Optimization

Highlights

Team Leadership, Talent Development, and Retention:

• Demonstrated success in leading and developing high-performing teams of over 100 analysts across 3

leadership levels, fostering operational excellence and career development

• Successfully developed, coached, and mentored direct and indirect reports, leading to the promotion of

10 team members within a year and reducing voluntary turnover from 25% to 15% YoY.

• Built a strong team culture and led with empathy, aligning team goals with organizational vision and mission while fostering collaboration.
• Developed cross-training plans to create a robust backup strategy, ensuring career development, superior stakeholder and customer service delivery.

Cross-functional Collaboration and Stakeholder Management

• Delivered 10 business cases/valuations, showcasing project and change management, analytical skills, and influence at top management levels.
• Fostered collaborative relationships with a diverse stakeholder base (Commercial, Finance, Legal, Supply

Chain, GPO, Suppliers, Clients, Procurement, Logistics) to improve processes, identify root causes, and resolve issues, enhancing operational efficiency and customer experience

• Worked closely with the Unclaimed Property team to ensure a compliant process with the customer credits.
• Participated in multiple S/4HANA implementation projects, ensuring accurate configuration, data migration, system testing & user acceptance.
• Managed stakeholder escalations with a sense of urgency, ensuring timely and professional resolution.
• Led migration and stabilization of Credit Risk, Order Management, Billing, Customer Eligibility and Contact

Center operations showcasing adaptability, cross-collaboration and leadership.

• Successfully project-managed BPO transitions into the Costa Rica Service Center.
• Collaborates with global counterparts (Prague and Kuala Lumpur) to improve and standardize processes.

Process Improvement and Operational Excellence

• Collaborated in global transformation and process improvement projects such as the SAP Dispute

Management Module implementation and Fiori Credit/Debit Notes workflow (standardization and compliance)

• Developed and monitored KPIs for various teams, emphasizing performance metrics and operational efficiency.
• Implemented process re-engineering initiatives, resulting in scalable and standardized operations

(Unapplied Cash and Refund Process)

• Proposed and gained buy-in from Finance and Commercial to create a standard process for payment plans and settlements negotiations.
• Achieved 100% internal and external audit success rate (6 SOX Controls), demonstrating the ability to work in a highly regulated environment.

Problem Solving and Risk Management:

• Applied in-depth knowledge of finance and customer service to resolve complex issues, ensuring compliance with internal and external regulations.
• Collaborated with the contract activation and legal teams to minimize risk, revise contract terms, ensure compliance, and mitigate financial risks.
• Developed and monitored KPIs to emphasize performance metrics and operational efficiency, achieving

100% positive feedback on CSAT annual surveys.

• Worked with the Credit Risk team to ensure accurate credit limits and adherence to credit policies.
• Proposed efficient procedures and organizational re-structure, to mitigate compliance risks.

Accounts Receivable and Treasury Management:

• Led a high-performing Accounts Receivable team, optimizing cash flow and minimizing delinquencies.
• Implemented strategic credit and collections initiatives, significantly reducing outstanding balances, bad debt reserves, and improving DSO metrics.
• Reduced unapplied cash by 99% YoY for the Animal Health Division.
• Successfully reduced DSO by 15 days YoY in one of the biggest divisions and achieved a 94% past due reduction for a newly acquired division.
• Coordinated daily financial tasks, including bank posting, interface control, manual corrections, and reconciliation of bank and B/S accounts.
• Managed customer direct debit payments, cash allocation, clearing of AR and bank suspense accounts,

and posting and reconciling treasury transactions.

Communication and Negotiation

• Demonstrated exceptional written and verbal communication skills, effectively engaging with stakeholders to drive project success and resolve issues.
• Conducted regular senior management (VPs, Group CFO, CAO) meetings and presentations, effectively communicating project status and operational performance.
• Successfully negotiated agreements with key customers, enhancing flexibility and engagement.

Education & Training

Universidad de San José - Bachelor's degree Finance

Universidad de San José - Bachelor's degree Human Resources

Certifications

• El Liderazgo de hoy y la nueva forma de trabajo (2020)
• Strategic Thinking (2021)
• Lean Six Sigma Green Belt (2022)
• Operational Excellence Foundations (2022)
• Change Management for Organizations (2022)
• Scrum Fundamentals Certified (2022)
• Coaching and Developing Employees (2022)
• Leading with Vision (2023)
• Leading Remote Project and Virtual Teams (2023)
• Digital Transformation in Supply Chains (2023)
• Data Analytics for Business Professionals (2023)
• Psychological Safety (2023)
• Negotiation Professional (2024)
• Design Thinking (2024)