Customer Service Sales

Marcos R. Diaz

**** *** ****** *****

Santa Rosa, CA 95403

Tel: 707-***-****

***********@*****.***

On-Site Manager at Amy’s Kitchen March 2011 – November 2012

StaffChex, Inc. Santa Rosa, CA

StaffChex is a recruiting and workforce solutions company in California. StaffChex services a range of clients with its niche being

manufacturing & production companies. My primary responsibility was to successfully manage StaffChex’s largest account in

Northern California – Amy’s Kitchen. My duties included but not limited to;

Monthly Average Billing Revenue: $475,000

Maintained a staff of 150-170 employees that worked a continuous operation schedule (three shifts).

Maintained customer relations through weekly meetings with Amy’s Kitchen.

Coordinated and Recruited for “new” Amy’s Kitchen management positions.

Developed intake programs for the placement of new employees.

Communicated client expectations to temporary employees and to StaffChex management.

Conducted onsite orientations and safety trainings.

Met with Amy’s Kitchen senior staff on a regular basis to monitor and determine employee performance.

Created safety programs and procedures in order to maintain OSHA regulations and c ustomer’s safety requirements.

Maintained good customer relations by handling all client questions, concerns, and issues.

Delivered high levels of responsiveness and exceptional customer service.

Created and Presented Quarterly Business reviews.

Developed ongoing strategies to reduce workers’ compensation dollars. Completed on-site incident investigations and all

appropriate paperwork. Reduced injuries from an average of 4 per quarter (recordable) to 0 in a 6 month time period.

Interacted with temporary employees in order to monitor processes and work output. Made recommendations or suggestions as

warranted to clients

Coached and counseled temporary employees relative to attendance, productivity, and overall job performance to meet customer

objectives.

Traveled to other StaffChex client facilities in Los Angeles, CA to assess and train other workforces in order to reduce injuries.

Was part of a company Lay-Off 11.2.2012.

Retail Manager August 2009 – March 2011

LensCrafters – Luxottica Retail. Santa Rosa, CA

LensCrafters is the leading vision care company in North America part of Luxottica Retail, the world's leading designer, manu facturer

and distributer of prescription eyewear and sunglasses. My primary responsibility was to maintain and increase store reven ues. As a

Retail Manager my duties included but not limited to;

Monthly Average Store Revenue: $300,000

Managed 15-20 sales associates.

Recruited, trained and developed sales associates.

Pre-tested patients prior to Dr. Examination using optical equipme nt.

Provided full knowledge of cosmetics and frame selection (dispensing, aligning and adjusting).

Set and provided unsurpassed customer service.

Anticipated problems before they occurred; strived to develop long -term solutions to problems.

Delivered clear, motivating and constructive feedback in a timely manner to sales associates.

Initiated appropriate disciplinary action when necessary.

Prepared daily deposits and audited deposits when necessary.

Analyzed store financial data and made recommendations to improve profitability.

Forecasted staffing needs accurately based on available information and assigned associates through the use of SMART scheduli ng -

adjusted staffing levels to meet unexpected increases or decreases in store traffic.

CCOS Lab Lead Technician – Supervisory Position August 2007 – August 2009

L-3 Communications, SSG Tinsley. Richmond, CA

Tinsley Laboratories is an established leader in the design and manufacture of precision optical components, assemblies, and sub-

systems. Responsible for processing of light-weight beryllium mirrors for the James Webb Space Telescope through a teaming effort

with TRW, Ball Aerospace, Northrop Grumman and, NASA. The James Webb Space Telescope (JWST) is a large, infrared -optimized

space telescope, scheduled to launch in 2014. As a Lead Technician my duties include but not limited to;

Managed/Supervised 7-10 technicians depending on shift (Graveyard shift had fewer personnel).

Trained staff on new procedures and promotions as needed.

Formulated and recommended manufacturing policies, procedures and programs.

Assisted and/or lead the implementation of production procedures.

Presented daily, weekly and monthly status reports to upper management.

Operated complex computer systems and equipment in strict accordance with SOP’s / safety guidelines.

Efficient in optics manufacturing, test, and inspection processes.

Worked under minimal supervision. Security Clearance (Level 1)

Sales Manager / Company Wide Training Manager July 2006 – August 2007

CrossCheck, Inc. Rohnert Park, CA

CrossCheck is the 3rd largest check guarantee company in the U.S. by volume. The services offered are designed to benefit retail,

automotive and hospitality businesses by easily and safely accepting checks fr om their customers. As a Manager my duties included

but where not limited to;

Monthly Average Billing Revenue: $1 Million.

Managed an internal sales team of 25-30 employees out of the home office and managed the outside sales workforce of 15-20 sales

associates in cities around the country (Miami, Houston, Seattle, and Los Angeles).

Planned and directed staffing, training, and performance evaluations to develop and control sales.

Hired, trained and developed sales associates to team leaders.

Trained all CrossCheck departments (HR, Billing, Customer Service, etc in sales, sales techniques and customer service.

Responsible for resolving customer complaints regarding sales and service as needed.

Monitored customer preferences to determine focus of sales efforts.

Directed and coordinated activities involving sales of services (equipment, monthly recurring charges, set -up fees, merchant

training, etc

Reviewed operational records and reports to project sales and determine profitabili ty.

Consulted and developed with marketing and advertising departments on upcoming sales promotions.

Prepared, presented monthly, quarterly, and yearly sales figures to company owner.

Represented company at trade association meetings to promote company offers and services.

Visited high profiled customers nationwide to stimulate interest in establishment or expanding services.

General Manager May 2001 – May 2006

Cellular World, Inc. Petaluma, CA

Directly responsible for overall company profitability, sales and service for a 12 location AT&T wireless dealership. As

General Manager my duties included but where not limited to;

Yearly Average Revenue: $7 Million

Managed over 70 + employees in 12 locations.

Provided exceptional people leadership with a focus on employee engagement, development, retention and attracting top

talent into the organization.

Trained location managers/employees in regards to wireless offerings, sales te chniques and customer service.

Defined and implemented long and short-term objectives; oversaw and controlled all daily operations, policy

implementation and strategic direction.

Developed strategies to balance short-term requirements with long-range business plans.

Formulated aggressive growth strategies by identifying opportunities from new products.

Attended the CES (Consumer Electronic Show) in Las Vegas (5 years) and other trade shows in order to drive sales.

Education

1994 High School Graduate - College du Leman – Geneva, Switzerland

1994 – 1996 Aeronautics - Wentworth Institute of Technology – Boston, MA

1996 – 1998 Bachelor of Science, Business Administration - Webster University – Geneva, Switzerland

1998 – 2000 Bachelor of Science Graduate, Intl. Business Administration, Golden Gate University – San Francisco, CA

1999 – 2001 Licensed EMT (Emergency Medical Technician) and Volunteer Fire Fighter. Marin, CA

2006 Licensed California Vehicle Salesperson (Assisted Friends Company, 20-30 Vehicle Sales per Month)

‘92, ’98, ’04, 2011 & 2012 Flight Training Total Flight Hours: 124

Computer Skills Microsoft Office & Software, Adobe Software, Act, QuickBooks, CCOS – Computer Controlled Optical

Surfacing, Eye Net, AS400, TempPlus, and many more….

Languages Spanish, English

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