Manager Human Resources

Josephine Pozo

***** ** ** **** (***) *** -

**33

Miami, Fl 33173 *********@**.***

Dynamic Executive with a proven track record building and developing high performing organizations and

management teams. Background includes senior management, call center inbound/outbound, operations and human

resources. Expert at analyzing existing operations and implementing the strategies, processes and technologies to

improve productivity, increase revenues, and increase customer satisfaction. Self-driven executive who succeeds

through ethical, hands on leadership to accomplish the organization’s business plan.

PROFESSIONAL SKILLS

Experience

American Medical Depot 2006 – 2009

General Manager

Responsibilities include: Serving on the Company’s Senior Management Team; directing multiple departments

including: Customer Relations, Sales Operations, Channel Marketing, Purchasing, Accounting, Inventory, Warehouse

Operations, Analysis and Reporting, Human Resources, Proposal Team, Special Projects and three Distribution

Centers. Lead and support efforts to continually improve business practices, responsible for maximizing the efficient

and effective utilization of the organization’s resources with the long-term goal of maximizing profitability and

customer satisfaction. Formulate strategies and make recommendations that support and enhance the organization’s

goals and objectives. Visit customers regularly to identify additional areas of opportunity not only from a service

perspective but also to identify value added opportunities that could lead to additional sales. Work closely with the

Business Development Team to achieve revenue goals and expense targets.

abc Distributing, LLC 1993 – 2004

Senior Vice President, Customer Operations

Responsibilities included: Serving on Company’s Senior Management Committee; Directing eight departments

including: Consumer Relations, Order Entry, Payment Processing, Mail Room, Credit and Collections, Returns,

Telecommunications, Correspondence and Email; Responsible for developing and tracking Corporate Strategic plan;

Developing and Tracking Divisional budget of $25 million; Support and lead projects to ensure enhanced productivity,

reducing costs and ensure customer satisfaction; Reporting customer trends to Senior Management in order to

determine changes needed to ensure revenues were met; Developed and tracked KPI’s for all departments in order to

ensure that company policies and procedures were followed; Responding to all Human Resources/Staff Development

issues; Meeting and exceeding weekly sales to labor ratios; establish Departmental operation objectives; Monitor and

maintain Company’s Website Content; Developed internal administrative and reporting systems; Liaison with external

consumer advocacy and governmental agencies; Vendor and contract negotiations; Responsible for maintenance and

hygiene of company’s mailing list; Responsible for identifying and implementing system upgrades or new systems to

all departments within the division.

Recruiting Manager

Responsibilities included: All facets of the recruiting department, placement and retention of all Company personnel

including: established selection criteria, advertised opportunities, liaison with governmental and social service

employment agencies, processed and screened applicants. Processed more than 170 applicants daily. For the first time

in the Company’s history, met all staffing goals for “season”.

Manager, Consumer Relations

Responsibilities included: managing a Call Center with more than 100 representatives, maintaining service levels and

meeting all Departmental objectives; interviewing, hiring, and termination of staff; developed training programs,

created employee incentive program; developed and implemented Quality Assurance Standards; writing job

descriptions and performance standards, managed and developed a team of four supervisors.

Burger King Corporation 1989 – 1993

Supervisor, Consumer Response Line

Selected for overall supervision of lead workers and communicators responding to 4,000+ calls per day including

scheduling, performance evaluations, and direct contact with franchisees and field staff.

Lead Worker, Consumer Response Line

Promoted to supervise and administer operations including customer rating system (Brand Delivery Index), analyze

information for upper management, train and motivate employees, control report production and consumer

reimbursement.

Consumer/Product Specialist with direct follow up responsibilities for product liability and injury issues.

Communicator, Consumer Response Line

Responded to customer inquiries and complaints, responsible for answering over 300 calls during eight hour shift and

closing each contact while maintaining a monitoring score of ninety percent or better.

International Buying Services 1988 – 1989

President/Co-Founder

Developed Caribbean, Latin and South American boutique/retail outlet clientele for international fashion export

service.

Education

Nova Southeastern University, Business Administration

University of Miami, Business Finance/Pre-Law

Miami-Dade Community College

Other Data

Fluent in English and Spanish

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