Customer Service Management

Francisco Sevilla

**** ****** *** *********: 818-***-****

Arleta, CA 91331 ************@*****.*** Mobile: 925-***-****

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PROFESSIONAL EXPERIENCE

XENON PROJECT INTL, LOS ANGELES, CA

2007 - 2010

Xenon Project Intl (www.xenonproject.com ) is an online hobby store

founded in 2007 and located in Los Angeles, CA. The firm was established

to be a leader in the hobby industry and is a developer, marketer and

distributor of radio control products, toys and other hobby products.

Chief Financial Officer (September 2007 - October 2010)

Financial responsibilities include general accounting, budgeting,

cash/risk management, internal/external reporting, and tax / contract

negotiations. Operational responsibilities include managing vendor

relationships, warehouse operation, inventory control, pricing and

overseeing market research.

. Increased sales revenues from 125,000 to 1.6 million dollars (2010

forecasted) in 3 years while simultaneously increasing overall profit

margin from 16% to 28%.

. Implemented just-in-time inventory system, reducing inventory on hand

to approximately 30% of monthly gross sales resulting in additional

free cash flow, reduced inventory and stock out risk.

. Screened and selected current warehouse location to leverage proximity

to UPS hub and local suppliers, resulting in decreased shipping and

inventory fulfillment times.

. Designed "on demand" shipping system with automated printing /

warehouse inventory tracking, reducing order fulfillment time from 8 to

3min resulting in increased shipping productivity with single employee

able to process approximately 80-100 orders per shift.

. Reduced product returns from 4% to 1.5% while maintaining excellent

customer service as rated by independent third parties by implementing

employee training to aid in customer troubleshooting, conducting

research groups to improve product website information and culling

defective/underperforming products from product offerings.

. Performed website conversion optimization by implementing a/b testing,

focus groups, and competitor analysis resulting in an increase in

website conversion rate of 2%

. Conducted customer service training and implemented CRM solution into

order database reducing average call volume by 23% and complaint

resolution from 2 to 1 days.

. Served as liaison between vendors and suppliers, actively renegotiating

shipping and supplier concession to improve overall profit margin.

GOLDMAN SACHS ASSET MANAGEMENT, NEW YORK, NY

2007

Founded in 1869, Goldman, Sachs Co has played a key role in shaping the

world's companies and institutions, markets and industries. Goldman Sachs

Asset Management (GSAM) serves the needs of corporate, governmental and

individual investors though a range of investment solution.

Summer Analyst (May 2006 - September 2006)

. Served on the Third Part Distribution team composed of fourteen

associates with 34 billion dollars in assets in management, and

assisted in managing forty-three client relationships.

. Built and sensitized models that analyzed fee generation for 148 client

accounts that produced aggregate revenues in excess of 120 million

dollars.

. Produced an 80-page report on Canadian mutual funds companies,

analyzing platform structure that was later presented to senior

management for prospecting purposes.

. Worked with various internal departments to coordinate the delivery and

production of marketing materials clients.

. Developed client database that summarized relationship details and

reduced client fact card creation time by approximately 19 hours.

. Created fund presentations, analyzing performance for 30+ clients,

which were used by senior management.

EDUCATION

Bachelor of Science,

Business Administration - University of Southern California

Financial Analysis and Valuation, Real Estate Development and Management

Cumulative GPA: 3.82

- Named to Dean's List Every Semester

- Societies and Organizations: Phi Kappa Phi - academic honor society;

Beta Gamma Sigma- business honor society

ASSOCIATIONS/COMMUNITY INVOLVEMENT

. Top Quality Faith Ministry: Life Group member

. Athletes in Action: member of the leadership team at

the USC campus; Bible study leader; mentor to male

college athletes

. Norman Topping Student Aid Fund, Governing Board

Member, Los Angeles, CA

. Joint Education Project, Volunteer, Los Angeles, CA

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