Manager Customer Service
Resume:
Gilbert Sierra
Email: abpouj@r.postjobfree.com
Address: **** *. ****** **
City: Gilbert
State: AZ
Zip: 85295
Country: USA
Phone: 480-***-****
Skill Level: Director
Salary Range: $100,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Gilbert Sierra
1679 S. Quartz Street Gilbert, AZ 85295 Phone: (480) 821 - 2363 abpouj@r.postjobfree.com
Management
Dynamic, qualified, and highly ethical Management Professional and Entrepreneur with more than 30 years' extensive experience managing multiple projects, leading staff and volunteers, managing all aspects of business operations, and controlling costs.
Excellent leadership, interpersonal, organizational, and written and verbal communications skills; innate ability to build rapport with clients and colleagues, motivate others, achieve effective results, and succeed in high-pressure, challenging, and deadline-driven environments.
Detail-oriented Expert in analyzing data, resolving problems, and providing superb customer service along the way.
Able to perform administrative support work, including managing ad hoc projects, drafting memos and correspondence, sending messages, answering phone calls, and providing additional office support as required.
Computer Skills: Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Access)
Areas of Expertise
Entrepreneurial Bent
Client Relations
Project Management
Innovation Management
Director Level Responsibilities
Business Operations
Leadership Training
Data Analysis/Report Writing
Leading Learning Organizations
Quality Management
Transformational Leadership
Process Improvement
Strategic Planning
Cost Controls
Organizational Management
Organizational Development Expert
Staff Development: Recruiting/Hiring/
Training/Disciplining/Evaluations
Creating Organizational Vision
Profit & Loss Responsibility
Knowledge Worker Management
Contract Management
Servant Leadership
Project Development
Team Leadership/Motivations/Building
VP Level Responsibility
General Management Capability
New Business Development
Special Projects Management
Negotiation
Change Leadership
Start Up Growth Management
Operations Management
Sub-Contract Management
Sales Management
Conflict Resolution
professional experience
Grand Canyon University 2011 - Present
Enrollment Counselor
Execute outbound sales calls and meet monthly sales goals. Advise prospective students and counsel current students. Maintain accurate computer records. Provide exceptional customer service. Use of effective oral, written, and interpersonal communication in service of customer. Assist students to resolve conflicts in daily lives. Present written communications of policies and procedures to students.
Hospital Patient Services 2008 - 2011
Case Manager
Served as team leader and developed effective teams. Administered patient intake interviews. Provided exceptional customer service. Made follow-up phone calls, processed incoming paperwork, performed accurate recordkeeping and file management. Exercised excellent oral and written communication with patients. Resolved conflicts between patient and hospital. Presented policies and procedures to patients in oral and written formats. Interacted with patients in professional and private manner. Worked with upper manager to create process improvements.
Sierra Floors, LLC 2007 - 2010
Partner
Commercial and Residential installations. Served as Quality Manager, Operations Manager, Project Management, General Management, Installation Management, Sales Management, Customer Service Manager, Leadership Trainer, Estimator, Scheduler, Wrote and managed contracts. Performed accurate IRS recordkeeping, accounting, and bookkeeping. Provided superb staff development functions, including recruiting, hiring, and training. Successfully managed projects, facilitated purchasing, and built effective teams. Oversaw day-to-day business operations and sales. Composed and developed company mission statement and organizational vision. Controlled project development through process improvements. Communicated with customers through oral and written communications. Resolved conflicts with employees and customers. P & L responsibility. Developed, created, and delivered leadership and employee training seminars. Created customer satisfaction surveys and utilized data to improve processes.
Gil Sierra Tile 2002 - 2008
Owner / Operator / Manager
Residential Installations. General Manager, Operations Manager, Project Manager, Quality Manager, Installations Manager, Sales Manager, Customer Relations Manager, Leadership Trainer, Estimator, Scheduler, Wrote and managed contracts. Successfully managed projects and oversaw day-to-day business operations. Ensured quality of installations leading employees and sub-contractors to high quality installations. Provided accurate accounting and bookkeeping. P & L Responsibility. Built effective teams. Executed efficient staff development functions, including recruiting, hiring, and employee evaluations. Implemented exceptional strategic planning, business planning, and customer relations. Composed and developed company mission statement and organizational vision. Controlled project development through process improvements. Communicated with customers and employees through oral and written communications. Resolved conflicts with employees and customers. Developed, created, and delivered leadership and employee training seminars. Created customer satisfaction surveys and used data to improve processes.
Western States Flooring 1999 - 2001
Project Manager
Executed superb project management, Leadership Training, and Installations Management. Executed efficient staff development functions, including recruiting, hiring, training, employee relations, disciplining, employee evaluations, and team building. Composed and developed mission and vision statements. Developed, created, and delivered leadership training to a team of supervisors. Cultivated strong customer relations. Successfully managed multi-million dollar projects, increasing quality, innovation, entrepreneurship, leadership, accuracy of documents, and quality management. Took charge of failing commercial division and created a multi-million dollar producing division within one year. Led a team of supervisors to ensure high quality installation management. Maintained travel arrangements for projects in other states. Flew to out of state projects for quality inspections. Worked closely with client project managers. Resolved conflicts with employees and clients. Utilized effective oral and written communications with employees and clients. Created customer satisfaction surveys and utilized data to improve processes.
Sierra Tile 1978 - 1999
Owner / Operator / Manager
Installed tile. Served as master craftsman. Provided accurate and efficient recordkeeping, bookkeeping, accounting, business planning. Managed and cultivated excellent customer relations.
education certifications / training
Doctoral Program in Leadership/Organizational Development (estimated graduation date 2014)
Grand Canyon University: Master's Degree in Organizational Leadership
University of Phoenix: Bachelor's Degree in Business Administration
Chandler/Gilbert Community College: Coursework in Project Management
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