Customer Service Management
Resume:
paul gonzalez
Email: *********@********.***
Address: *** * ****** **
City: Arlington
State: VA
Zip: 22204
Country: USA
Phone: 805-***-****
Skill Level: Management
Salary Range: $60,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
J. Paul Gonzalez
121 South Irving Street ~ Arlington, Virginia, 22204
*********@********.*** ~ 805-***-****
Summary of Qualifications:
Dedicated, detail-oriented, bilingual (English/Spanish) and business savvy Contract Administrator/Pricing Analyst/Key Account Specialist and Operations Management Professional with a Customer Centered-Focus and a Continuous Process Improvement Orientation. Proven Professional with demonstrated expertise in Leadership, Strategic Planning, Profit Growth, Improved Efficiency, and Cost Reductions. Effective and analytical problem-solver and troubleshooter with exceptional communication skills and a reputation for going the extra mile to get the job completed on time.
~ Operations Management & Systems ~ Program Management ~ Customer Service
Process Improvement Material Management Strategic Planning
Pricing Analysis/System Packaging/Production Cost Reduction
Staff Training/Development Customer Service Process Improvement
Warehouse Operations Shipping/Receiving Contract Administration
Purchase Orders Database Management Auditing Processes
Summary of Experience:
Technicolor-offers a range of services to the entertainment industry including: video production and visual effects, post-production, and related services to content providers, such as filmmakers, video producers, and movie theater operators.
Pricing Team Supervisor 2002 - 2012
Responsible for managing team of five Account Specialists working closely with the Finance department ensuring the accurate monthly billing of $125 million to our clients. Successfully interface with Pricing and Contract group in creating infrastructure for their client base to include pricing issues and studio contacts as well as constant interface with program Supervisors and Directors; evaluating and measuring goals and outcomes.
Key Accomplishments:
* Lead the implementation of the Pricing automation department to monitor, set-up and ensure contractual terms for over 100 customers
* Key player in the transition from AS/400 to SAP order entry process
* Improved auditing procedures by identifying gaps in delivery of service and collaborated with management teams to create a seamless exchange of information and communication. Reduced failed invoices by 25% in 2011 with a cost savings of $500K
* Instituted additional department structure by creating operational manuals for each position; implemented new hire and continuing education training
Customer Service Supervisor/Ordering Processing Department
Responsible for oversight of 1 million packaged units per week, production schedules, coordination of high-volume and time-sensitive workflow, scheduling, and the completion of department timelines. Supervised staff of 10 employees; responsible for new hires and continuing education training. Created operation manuals for each position and weekly and monthly scorecards to measure employee productivity.
Key Accomplishments:
* Improved auditing success rate by 5% with enhanced double audit procedures, identifying gaps in delivery of services
* Collaborated with program supervisors and directors to establish departmental goals, implement changes, and evaluate results. Created monthly scorecard to gauge productivity and areas for improvement
* Researched and identified entry-error trends and resolved order-entry errors.
Customer Service Specialist
* Established customer contacts and entered customer orders
* Created product part numbers and descriptions
* Responsible for timely delivery of work orders
* Created/implemented database to track purchase orders/status and to track daily/weekly shipments.
Supervisor - Packaging Department
Planned and coordinated workflow and production schedules to insure established product quality standards. Supervised staff of over 20 employees and resolved operational, manufacturing and maintenance problems to prevent excessive scrap, production delays, and reworking of products.
* Evaluated and recommended modifications to current equipment or machine layouts to improve efficiency and lower costs by ten percent. Revised production schedules and priorities resulting from equipment failure or operating problems.
* Prepared and maintained records for production reporting, machine reliability, schedule changes, material usage and other reports as needed.
* Enforced good housekeeping and safety practices. Recommended and implemented corrective action to resolve unusual or hazardous operating conditions.
* Increased YOY productivity by 10%.
Supervisor - Traffic Department
* Supervised and managed a team of 20 professionals in the shipping and receiving department while consistently meeting corporate objectives.
Supervisor - Material Handling Department
Supervised a team of 10 professionals and coordinated timely and accurate delivery of products to processing areas for material handling and custom packaging departments.
Key Accomplishments:
* Created/implemented procedures to reduce missed loads and missed shipments by fifteen percent
* Improved customer satisfaction by establishing clear lines of communication between all departments
* Consistently met or exceeded employee production goals and implemented weekly -activity log- to improve employee productivity by ten percent and reduce downtime. Reduced departmental -lost time- to zero hours and zero customer complaints for six-month period.
Summary of Education, Certification & Management Training:
* California State University, San Bernardino
Bachelor of Arts, Business Administration
* CERT certificate (Emergency Response)
* Technicolor Management Training Classes
o Managing people in stressful environment
o Recognizing internal theft/loss management
o Mediation
o Inventory control
Summary of Software Experience:
* Microsoft Office: Word, Excel, Access, Outlook, and PowerPoint. SAP, AS/400, Kronos (payroll) and SharePoint
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