Customer Service Sales

Norberto Ortiz

Rio Piedras Heights Purus ****, San Juan, PR 00926

305-***-****, ************@*****.***

SUMMARY OF QUALIFICATIONS

Dynamic Manager with more than 10 years' solid experience in sales, marketing, and customer

service, combined with strong administrative management skills, aims to respond to new

challenges and contribute to effective marketing in the service sector. Experience in Strategic

Planning for Sales and Marketing. Proven record of accomplishment in planning and leading

comprehensive marketing strategies supporting organizational goals. Strong analytical and

planning skills, combined with the ability to coordinate efforts to meet organizational goals.

PROFESSIONAL EXPERIENCE

Center Store Manager

WINN DIXIE South Miami, FL

Management: execute the company’s vision and expectation through example, management,

and measurement of department Associate performance. Manage inventory, in-stock position,

pricing integrity, merchandising, and other operational processes to company standards.

Recruit, develop, and retain a strong workforce. Manage, support, and develop the four (4)

direct reports (Grocery, Dairy and Frozen Food, General Merchandise, and Wine).

Customer Service: demonstrate and role model exception customer service exceeding customer

expectations. Resolve customer complaints to the full satisfaction of the customer. Promote

company image as a service oriented supermarket operation where every associate will greet,

assist, render efficient service and thank customer in a prompt, courteous, friendly and business

like manner. Develop and maintain a positive image in the community by participating and

partnering in community events.

Compliance: ensure associate safety through planning, training, knowledge, and awareness.

Ensure all wage and hour policies, child labor laws, and regulations are adhered to. Ensure that

grocery operations are consistent with all aspects of federal, state and company health, safety

and sanitation codes. Ensure all policies and programs are communicated and carried out in a

positive and timely manner.

Communication: communicate department goals and policies clearly, maintaining open

communication channels for ideas, suggestions and feedback. Effectively communicate with

customers, co-workers, vendors, supplies, and regulatory agencies.

Knowledge Expertise: demonstrate a thorough and continually updated knowledge of the

Center Store Department in order to execute better Center Store operations. Prevent issues and

recognize trends in performance to determine ways to improve training techniques. Support

new programs and policies and stay current with changes in policies and procedures.

Department Manager

BED BATH & BEYOND San Juan, PR

Management: develop timely and accurate performance reports. Achieve store’s sales

plans and operating profits while maintaining expenses. Maintain optimum

store staffing while adhering to budgetary goals.

Marketing: identify new and existing products for targeted marketing and suggest

special orders for these items. Increased target-market product sales by 27%

through designing and launching new marketing and merchandise strategies.

Increased new product revenue by spearheading creation and implementation

of highly effective merchandise presentations.

Inventory control: maintain stock levels on all inventory items.

Compliance: shrink and safety team leader. Enforce loss prevention policy and

awareness with employees in order to control internal shrink and safety

procedures.

Costumer Service Agent

HERTZ CAR RENTAL, San Juan, PR

Scheduled pick up and drop off time at a convenient time for the customer.

Setup new customer accounts.

Participated in sales and coaching team members to develop outstanding sales and customer

service skills.

Customer Service: direct and control the servicing of customers at rental counters.

Suggestive selling. Develop and maintain long-term relationships with

customers by providing consistent excellent customer service.

Operation Manager

G. VALENZUELA & SONS, Ponce, PR

• Dealt with residential, business and government requests by telephone for assistance and

service coordination.

• Coordinated and negotiated with vendors.

• Setup new customer accounts.

• Analyze and develop training systems for new employees and programs.

• Hired and trained staff in sales, customer service and production.

• Analyzed and prepared the possibilities of contingency plans.

• Coordinate daily, weekly and monthly, goals in the service department.

EDUCATION

Bachelor of Business Administration, Pontifical Catholic University, Ponce, PR, 2001

Specialization in Marketing and Management

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