Customer Service Manager

Jorge A. Altamirano

**** ****** **. ***********, ** 93313 * ******@*******.*** * 661-***-**** * 661-***-****

Objective:

To manage the daily operational activities of an organization and excel in resolving challenges with

innovative solutions or process improvements to increase departmental goals. A position in which I can

utilize acquired knowledge, skills and expertise to the benefit of an organization.

Qualifications:

Bilingual English & Spanish, ability to communicate & work with people at all levels.

Eleven years managing warehouse, transportation & customer service industries.

Capable of safely improving efficiencies and reduce cost, ability to work independently.

Strong communication skills, ability to multitask. Certified operational equipment trainer.

Knowledge of different types of Warehouse Management Software.

Education:

Hawthorne High School- General Studies

East Los Angeles Skills Center- Administration/Management

IKEA Distribution Services Incorporated 04/2005-8/2009

Warehouse Operations Team Leader Lebec, CA

Took initiative, analyzed, assigned and reevaluated manpower needs according to service goals.

Ensured clear expectation was set at the start of the day. Coached, developed and documented

performance.

Monitored building assignments such as receiving, replens, picking, Ltl & full shipping docks.

Conducted safety meetings, inspired, recognized a diverse team for the accomplishments.

Collaborated with other departments improved efficiencies, service level, minimized cost and

increased fill rate, ensured adherence to company’s policies and procedures.

Joseph Eletto Transfer @ Macy’s Distribution Center 02/2004-04/2005

Home Delivery Manager Los Angeles, CA

Managed the efficient scheduling and routing of customer orders, assured accuracy and

completion. Solved customer property damage complaints within 48 hours from occurrence.

Acquired good service rating by implementing new ways of getting customer feedback.

Coached and developed driving team to ensure service accuracy and safety.

Followed up on shipment discrepancies from outer areas such as Phoenix, Las Vegas,

Fresno, and Reno. Enforced delivery guidelines ensured DOT permits were up to date.

Levitz Furniture Distribution Center 11/2002-02/2004

Operations Supervisor Northridge, CA

Responsibilities included loading, unloading, picking & preparation of product into store delivery

and shuttle trucks, driving operational, LP, HR initiatives and monitoring efficiencies.

Managed manpower needs based on work load. Ensured accurate shipment of product to

create the most suitable experience for our stores and customers.

Reinforced co-worker development evaluations were effective and constructive, managed

Kronos discrepancies. Worked with logistics company to solve & fulfill customer demands.

Harlem Furniture Distribution Center 10/1998-09/2002

Senior Customer Service Delivery Support Representative Woodridge, IL

Acted as a liaison between departments answered & documented inquiries troubleshoot

problems related to the billing, processing and fulfillment of customer's orders.

Scheduled service calls according to product and vendor warranties. Helped reduce the

escalated calls to upper management by solving collection issues and follow through.

Helped management guide new employees efficiently through the proper CSR operation

procedures, completed other tasks as assigned.

Skills:

Ability to work with different types of operating systems: WMS,Astro,Gers,AS400,RF systems,MS

Office, Ms Outlook, Word, Internet, Gemini, Lotus Notes etc. Ability to operate electric pallet jack,

forklift, cherry picker and scissor lift.

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