Customer Service Manager

BERNAVE “BEN” GOMEZ

***** ********* *******, ***** *****

713-***-**** Email: ************@*****.***

SUMMARY

An enthusiastic and self-motivated bilingual professional with several years of experience in sales, customer service, and management. Adept in marketing, personnel supervision, and handling production. Highly motivated, proactive, detail-oriented, good team player and creative thinker. Strengths include ability to multi-task; interact with all levels of personnel, analytical thinking, research and problem solving. Possess good customer service and organizational skills as well as excellent written and verbal communication skills.

PROFESSIONAL EXPERIENCE

12/16 – 04/17 University of Houston-Downtown HOUSTON, TEXAS

IT Project Manager & Business Analyst, 2016 – 04/2017

Managed key application development projects and supported the project office applications and processes

Developed project work plans, prepared estimates, defined roles and responsibilities, tracked and facilitated project progress, developed and implemented test plans

Served as a key liaison facilitating application development staff, application owners and end users in translating application development needs into development specifications, conducted system analysis and designed activities

Maintained communications on project status’ with all associated parties and oversee roll out activities

Organized information and materials for websites,project portals and other project documentation platforms and ensured project information is shared with key stakeholders

Provide system liaison for various systems with the user departments and the vendor

Coordinated integration developments efforts between systems

Review and updated project management practices and tools implementation

04/10 – 12/16 VALASSIS, INC. HOUSTON, TEXAS

Production Shift Manager, 2010 – 2016

Managed departmental staff. Ensured that production objectives are obtained within company timeline and budget. Facilitated training; in addition, to motivating, coaching, and leading in the supervision of salaried/hourly associates.

Direct staff supervision with regards to production volume, cost and quality of production. Consistently meeting production schedules and delivery dates is priority.

Monitored shift progress and performance with regard to production schedules and master schedule on a daily, weekly and monthly basis, documenting and reporting variances and take action to ensure compliance.

Identified production or productivity issues, advised the Production Manager and others of status and develops and executes plans of action to remedy, such as monitor and control downtime to minimize negative impact on labor hours per/1000, reduce shortages, improve scheduling, increasing throughput.

Ensures adequate staffing through the selection and placement of permanent full-time, part-time and temporary associates.

Provides developmental training and performance evaluations for shift supervisors and other direct reports. Develop annual evaluations for each associate with the objective of reviewing past performance and establish goals for the coming year.

Communicates and coordinates with external printers on the delivery of copy in conjunction with production schedules.

Assume Production Manager responsibilities when Production Manager is not present to ensure continuous, efficient operation.

Customer Service Senior Account Representative, 2008 – 2010

Assisted clients with advertisement planning, designing and organizing which included ads and ad campaigns. Processed client billings and worked with other external resources as required. Prepared and provided reports to management.

Listened attentively to clients’ requests and/or requirements to determine advertising needs and execute programs.

Worked closely with graphics print to ensure clients ads were designed according to specifications.

Helped clients to determine and design customized offers, ads and ad campaigns etc.

Administered and reviewed data processing, billing, translating of ads, proofing.

Acted as liaison between ANNE Complementors and Valassis Inc.

Compiled data and prepared job reports that were submitted to the ANNE Complementors to produce.

Uploaded reports from ANNE Complementors into SMF and Oracle for final billing.

09/96 – 04/10 ADVO HOUSTON, TEXAS

Client Logistics Coordinator, 1996 – 2008

Performed and completed daily operational tasks to meet and exceed customer expectations, incompliance with all relevant regulations and the targets of the Company.

Acted as liaison between production, sales, and client services.

Worked closely with client service representatives to ensure timely delivery of products and/or services.

Resolved issues/problems that occurred with production personnel.

Monitored market production and sent out shortage/problem reports to client services and sales.

Provided developmental training and performance evaluations for shift supervisors and other direct reports.

EDUCATION

Bachelor of Arts Degree in Communications

University of Houston

Graduated Magna Cum Laude

COMPUTER SKILLS

Microsoft Office Products--Word, Excel, Access, Outlook, PowerPoint

REFERENCES

Provided upon request

Contact this candidate