Sales Quality Control

Bernardo Terrientes

***** ****** ******, **** #*, Northridge, CA 91325 / 818-***-****

*.**********@*****.***

Experience

AM House

Install Technician, 2002-present, (Chatsworth, CA)

. Installed custom home audio/video systems, network/phone and intercom

systems, and smart home systems.

. Performed service calls to troubleshoot and repair equipment.

E&S International

Technical Support Manager, 2004-2008, (Woodland Hills, CA / Van Nuys, CA)

. Managed service technicians in assisting consumers/service techs with

troubleshooting, installations, connections, and repairs. Worked with

service centers to identify and fix widespread issues in an effort to

minimize returns.

. Participated in quality control with our engineering dept and our

factory by providing feedback in order to make improvements on future

shipments of product. Facilitated OEM parts research for unidentified

parts on our units. Assisted in identifying product quality issues.

Maintained database of defect/failures for QC purposes. Provided

troubleshooting tips and training to our call center agents to improve

success rate with customer's issues.

. Sole contact for escalated customer and store issues for our major

vendors, such as Wal-Mart, Sam's Club, Radio Shack, and Office Depot

Washington Mutual Bank

Project Management / Security Operations Specialist II / Security

Operations Services, 1998-2003, (Chatsworth, CA)

. Managed security requirements and procedures for all financial center

related projects. Headed company wide conversions of Great Western and

Home Savings locations to Washington Mutual. Managed all security

issues related to any construction at existing or new locations.

Primary contact for escalated issues related to projects.

. Assisted in the development of the Security Operations training and

procedures manual. Trained new employees on policies and procedures of

the department.

. Assisted financial centers with post incident procedures (robbery,

bomb threat, etc) and advice on security policies and procedures.

. Consistently top performer in the department. Recipient of seven

performance awards.

Sears and Roebuck

Asset Protection Agent, 2002-2003, (Pasadena, CA)

. Monitored CCTV, performed citizens' arrests, investigated check and

credit fraud and internal theft.

. Managed inventory protection programs. Participated in inventory

protection meetings and training with retail employees.

. Installed and maintained store's camera system.

Sears and Roebuck

Safety Coordinator / Asset Protection Agent, 1997-1999, (Burbank, CA)

. Managed the store's 2nd largest general ledger account. Handled all

insurance claims (Worker's Comp, customer litigation, product

liability). Conducted all customer and employee accident

investigations. Negotiated claim charges with insurance company to

minimize costs to Safety account. Implemented Safety Awareness,

Emergency Organization, and Business Resumption programs. Handled all

safety and emergency training for store employees. Conducted monthly

safety training meetings and safety rewards program with retail

employees. Supervised and maintained store compliance of OSHA and Fire

Marshall Regulations. Conducted daily, weekly, monthly, quarterly, and

annual OSHA safety checks. Participated in all OSHA and Fire Marshall

inspections and completed any necessary changes that arose from the

inspections.

. Asset protection agent responsibilities were also completed.

Sears and Roebuck

Sales Associate, 1989-1997, (Northridge, CA)

. Advised on the benefits and features of merchandise in the hardware,

plumbing, and lawn and garden departments. Sold merchandise, extended

warranties, and accessories.

. Top performer in sales per hour and in extended warranty sales.

Education

California State University at Northridge, (Northridge, CA)

. Pursued studies in Liberal Studies, Environmental and Occupational

Health and Spanish.

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