Customer Service Manager

Edward Villalpando

Email: *********@********.***

Address: ***** ******** **

City: Pacoima

State: CA

Zip: 91331

Country: USA

Phone: 818-***-****

Skill Level: Management

Salary Range: $65,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

EDWARD VILLALPANDO

13067 Daventry St ~ Pacoima, CA 91331

818-***-**** ~ *********@********.***

LOGISTICS / SUPPLY CHAIN PROFESSIONAL

Goal-oriented, self-motivated supply chain / materials manager with extensive inventory control experience. Knowledgeable in managing distribution networks, compliance adherence and coordination of complex projects. Adept at creating and developing inventory processes and procedures that lead to meeting corporate goals. Top-notch manager with strong communication and problem resolution skills. Fluent in Spanish. Computer proficient.

Areas of Expertise:

* Vendor Sourcing

* Product Research

* Shipping / Receiving

* Regulatory Compliance

* Budget Planning

* General Management

* Inventory Control Systems

* Interdepartmental Coordination

* JACHO / CDPH

* Customer Service

* Problem Resolution

* Supervision / Training

"Ed is a take-charge person who successfully developed several Materials Management process for our company. During his tenure, we saw an increase in customer service within Materials Services which overall provided great patient care. Ed's ability to introduce, transition and the education of stake holders of new standards and inventory products was extremely helpful in achieving cost effective measures as well as contract compliance."

Zeron Apelian, Medical Group Administrator, Kaiser Permanente

SELECTED CAREER HIGHLIGHTS

Successfully managed and coordinated material services which lead to identifying various service improvements, significant cost reduction throughout the medical facility, and development and standardization of products.

Significantly decreased inventory by $80,000 and in customer service to end users, by developing and training multiple staff member in purchasing, distribution, inventory control, printing and duplication service.

Conducted a comprehensive regulatory compliance audit including Joint Commission and Accreditation of Healthcare Organization (JCAHO) and California Public Health (CDPH) which lead to successful inspections.

PROFESSIONAL EXPERIENCE

KAISER FOUNDATION HOSPITALS, Panorama City and Woodland Hills, CA 1988 - 2009

Materials Services Site Manager, Panorama City, 2005 - 2009

* Managed and coordinated material services operations; met or surpassed compliance standards; identified opportunities for service improvements, reduced costs and standardized products.

* Trained and supervised multiple staff members in areas of materials management including purchasing, distribution, inventory control, printing, and duplication services / mail distribution.

* Ensured department met Regulatory Compliance initiatives, Joint Commission on Accreditation of Healthcare Organizations (JCAHO) and California Department of Public Health (CDPH) requirements.

* Managed numerous distribution networks, coordinating complex activities related to material products and services, including internal and external distribution systems.

* Developed and implemented policies and procedures supporting purchasing goals and achieving maximum savings and efficiency utilizing Daily Clock Departmental Schedule.

* Worked closely with Inventory Control team to coordinate product movement, warehouse slotting changes and product rotation process.

* Knowledgeable in the use of Focus Report Queries to track inventory usage, department usage, facility usage, and cart usage

* Maintained and supported automated inventory system to manage purchasing and receiving activities

* Liaised with Product Utilization Coordinator to implement conversions and product standardizations.

* Complied with established departmental, divisional, and national goals and standards.

EDWARD VILLALPANDO - PAGE TWO

PROFESSIONAL EXPERIENCE Continued

Materials Services Area Manager, Panorama City and Woodland Hills, 2001 - 2005

* Analyzed problems, made recommendations and implemented solutions while ensuring that departmental budget requirements where maintaining.

* Prepared quarterly financial reports and developed, monitored, and accounted for variances in budgets using complex Cycle Counting processes.

* Coordinated distribution of goods and services, maintained storage of surplus items and reduced costs through accurate tracking.

* Educated managers and supervisors on interpretation of materials management reports to assist customers in reducing their supply costs.

* Established standards for inventory levels and managed the inventory control database.

Distribution Supervisor, Panorama City, 1998 - 2001

* Hired, trained and managed Material Services Staff and oversaw operations including Inventory Maintenance, Supply Procurement, Shipping and Receiving and Distribution Systems.

* Ensured staff met established service goals, following policies and procedures and daily supply requirements to achieve maximum utilization of all resources.

* Provided interpretation of Material Services reports to customers, interacted with user departments to correct non-standard usage patterns and researched and explained variances.

* Developed and implemented operational processes to support order, delivery, receipt and replenishment of products / services and monitored and followed up on back orders, delivery, or problems.

* Generated and maintained a customer service orientation by responding to customer concerns and resolving problems effectively and efficiently.

* Researched and investigated new products on request.

* Reported monthly departmental quality indicators.

* Prepared and approved bi-weekly payroll.

Lead Storeroom Clerk, Panorama City, 1991 - 1998

* Provided direction to assigned personnel ensuring that work procedures and policies were maintained and work satisfactorily completed.

* Filled user orders from storeroom supplies to verify accuracy, logged and staged orders for delivery, and delivered supplies to designated areas and user locations.

* Monitored shelves to determine that stock was properly rotated and levels were maintained and reviewed order list for accuracy to insure adequate supplies.

* Reviewed daily workload reports with Distribution Data Entry Clerk.

Storeroom Clerk, Panorama City, 1988 - 1991

* Rotated, inventoried, and restocked medical center exchange carts before transporting fully-stocked carts to user locations.

* Filled user orders from storeroom supplies, verifying for accuracy of stock number and unit of issue.

* Labeled all items on exchange cart per locations and inventory location.

PROFESSIONAL TRAINING

Root Learning Maps

Coaching for Competence

Electronic Data Control Systems

Managing in a Partnership Environment

Facilitations Skills for Employees and Physicians

Kaiser Permanente Managers Orientation Program

PROFESSIONAL ORGANIZATIONS

Member, Kaiser Latino Community Outreach Program

Member, Association for Healthcare Resources & Materials Management (AHRMM)

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