Manager Customer Service
Resume:
Shellie A. Estrada
*************@*****.***
OBJECTIVE
Obtain a position with a reputable business that will allow me
to excel by using the skills and knowledge I have
Gained through my experience as a manager.
PROFESSIONAL EXPERIENCE
DELL INC. - Twin Falls, Idaho
Technical Support Manager
2006 - 2009
Managed Charitable contributions budget for Dell in Twin Falls
Successfully built the Twin Falls programming team
Provide leadership and management of a 25+ person technical support team
Responsible for overseeing technicians who are diagnosing, troubleshooting,
and repairing one or more pieces of complex electro/mechanical equipment,
computer systems, software systems, or applications
Provide guidance to employees according to established policies and
management procedures in meeting objectives
Resolve and direct technical and customer satisfaction issues to ensure a
quality support environment and to obtain maximum customer based
satisfaction
Use my interpersonal and leadership skills in directing employees to
provide superior service.
Administer company policies that directly affect subordinate employees
Use my training and coaching skills in directing employee group to
accomplish daily tasks.
Ensure individual and team metrics are achieved
Provide leadership to group by setting clear objectives delegate work,
monitoring performance
TESORO REFINIING AND MARKETING - SLC, Utah
2001-2006
Site Manager
Responsible for hiring, training, coaching, motivating employees
Responsible for hiring, training, coaching for 5 other sites
Point of contact for Regional Area Manager Market which
consisted of Utah and Kansas
Covered Area Managers during absences
Manage daily inventory, cash and safety for multiple locations
Extensive knowledge of P&L's
Created and implemented new Customer Service program
Involved in specialize programs such as training assistant
managers and store managers
Maintained a average score of 97% for 2005 QBR
In the last two years with Tesoro I took 2 below performing
sites and brought them up to high
company standards
BP - AMOCO - Mid Continent Business Unit and TESORO
1995-2003
Retail Trainer
Assistant corporate trainer
Coordinator of all new hire training in the Salt Lake City
markets
Conducted Train the Trainer program for site managers taking on
training responsibilities
Conducted new hire orientation classes for new employees
Conducted showcase-training sessions for review by government
and corporate officials
Identified by other site managers as a preferred trainer
PROFESSIONAL & EDUCATIONAL ACCOMPLISHMENTS
Successfully completed Front Line Leader Academy through Dell
Successfully completed How to build an effective team through
Dell
Took below performing employees and developed them into
contributing employees
Trained Managers in the proper inventory control procedure
Built respect through my peers and supervisors, by dedication to
the market and people
Trained as a corporate Auditor
Demonstrated the ability to train, delegate, and follow up and
pay attention to detail
SUMMARY OF AWARDS
. One of four sites to score 100% on a quarterly
business review
. Customer awareness award
. Received compliments from the Utah State Board and
Salt Lake County Sheriff on my in-depth training
. Vision Award - Received for my ability to develop
outside of the traditional box
. Highest Award Of Achievement - Received for my self-
improvements
. Break Through Award - Received for my interactions
with customer in the retail business
. Human Relations Award -Received for my interaction
with peers
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