Customer Service Sales

ROBERT ZAMBRANO

**** ****** **. ******: 915-***-****

El Paso, Texas 79915 ac0ano@r.postjobfree.com

Dear Hiring Professional:

Please consider this letter of introduction as an expression of my interest in exploring and identifying career opportunities with your organization. My résumé is enclosed for your review and consideration.

I am a results-driven management professional with a strong emphasis on superior customer service. My particular strengths lie in my proactive “hands-on” management style and leading by example, coupled with a keen focus towards bottom-line results. The following factors reflect absolute values I can bring to your current and long-term objectives:

• Oriented around a process for critical thinking and decision making with the goal of optimizing organizational outcomes.

• Highly adaptable and very effective working in environments where adjusting to flexible needs is necessary. Possess a track record of identifying needs and effectively carrying out all stages of program planning and implementation.

• Providing proactive leadership and vision, with the understanding that when my team is successful, we are all successful.

• Positively contributing to the growth and development of staff through training, communication, recognition and support, while serving as personal example of the desired level of customer service required to achieve business objectives.

The professionalism, discipline, and strong work ethic I will bring to your organization, paired with my responsiveness to ever-changing business conditions will streamline operations, improve morale, and contribute to bottom-line efficiency and profitability.

I am confident I would quickly be valued as a contributing and vital leader of your team. I would welcome the opportunity to speak with you to discuss your needs and my qualifications in detail. Thank you for your attention, consideration, and forthcoming response.

Sincerely,

Robert Zambrano

Enclosure

ROBERT ZAMBRANO

7421 Wilcox Dr. Mobile: 915-***-****

El Paso, Texas 79915 ac0ano@r.postjobfree.com

PROFESSIONAL SUMMARY

Results-driven professional with over 10 years of progressing experience demonstrating visionary leadership, expertise, and distinguished performance in managing diverse operational initiatives; a direct and decisive professional, with the cross-functional management skills to manage the execution of core operational, human resource, training, and administrative functions to drive overall performance. Skilled at building cohesive teams and strategic relationships that foster growth and increase organizational exposure; combine tactical execution of strategic initiatives and the development of key alliances with both internal/external resources to capture and enhance overall business and bottom-line performance.

AREAS OF EXPERTISE:

Operations Management Human Resources Management Turnaround Strategies

Risk Management Inventory/Cost Control Business Development

Staff Training & Development Client/Public Relations Sales/Service Strategies

Process Improvement Initiatives Performance Measurement Workflow Planning

Proficient in Microsoft Office (Word, Excel, PowerPoint) & HR Related Software (TALEO & People Soft)

Bilingual with Articulate Fluency in English & Spanish

EDUCATION

Master of Business Administration in Human Resources Management

University of Phoenix, Santa Teresa, New Mexico

Bachelor of Science in Business Management

University of Phoenix, Santa Teresa, New Mexico

PROFESSIONAL EXPERIENCE

ADP Payroll Solutions Company, El Paso, Texas 11/2015 – Present

It's all about enabling our customers to be more effective employers by providing on the spot support that makes our integrated solutions stand out in today’s increasingly competitive global marketplace.

ADP Customer Support Technician

Work to resolve issues and provide exemplary & creative solutions for upcoming technical issues.

Serve as a consultant to customers supporting ADP's products/technologies.

Solve client problems; taking a broad perspective to identify solutions.

Leverage a deep understanding of ADP's products and services to provide solutions to clients' issues and questions, exceeding clients' expectations and ensuring that clients understand the value of our products

Provide recommendations to ADP leadership around potential best practices and training on ADP solutions, based on client input or experience.

MACYS, El Paso, Texas 02/2004 – 10/2015

Worked through a series of progressive leadership roles based on the demonstrated capacity to lead multiple and concurrent operational, human resources, and training initiatives. Highlights Include:

Merchandise Team Manager

Supervise, managed, and execute key processes and business initiatives for over 10 departments to achieve profitability goals, including signing accuracy throughout the store, markdown execution, staff scheduling to support all activities, warehousing, merchandise flow, sales support functions, and exceptional customer service.

Provide leadership, legal expertise, direction, and oversight for all aspects of human resource processes and compliance functions; serve as the point person providing guidance and advice to all supervisors and managers on all applicable laws and regulations, and management rights and obligations on all labor management and employee issues.

Review and screen applications, oversee the administration of interviews for potential opportunities, and oversee submission for background investigations, criminal history and records checks to determine the suitability and qualifications of potential employees; coordinate new employee orientation, and schedule and administer training for all incoming personnel.

Represent the organization in unemployment claims and provide information to prevent from paying unnecessary monies to ineligible claimants.

Charged with staffing responsibilities for all store associates, including interviewing, training, monitoring performance levels, and providing performance level feedback to 20 direct Sales Associates; indirectly oversee 70 Sales Associates; allocate all labor hours, anticipate hours required to maintain an efficient and streamlined operation, and schedule the staff accordingly.

Serve as an employee resource for EEO issues, policies and procedures, communication changes, safety, OSHA, and Workman’s Compensation.

Deliver training programs with an emphasis on corporative initiatives; employ a lead-by-example philosophy, creating a highly productive team atmosphere with attention to quality, sales and service, reflecting strengths in following all organizational policies and procedures.

Implement quality customer service programs to foster long-term customer loyalty and create an environment to enhance the shopping experience; instill a “customer first” mentality in all supervisors, store workers, and contract personnel offering excellent problem solving resolution skills for customer and personnel issues.

Provide loss prevention support for the store to reduce external and internal shortages; provide video and floor surveillance, store assessments, audits, alarms check, and tag compliance.

Accountable for on-site warehouse operations, planning, researching, coordinating, and executing comprehensive logistics strategies for all inbound deliveries to the warehouse, and the proper staging of material; ensure that all employees were adhering to standing warehouse policies.

Develop, implement, and monitor all Safety Programs for the store, enforcing compliance with all safety and OSHA regulations, policies, and procedures; challenge all employees to minimize accidents and eliminate claims; supervise all facilities and general housekeeping duties to ensure safety and sanitary standards are met throughout the store.

Oversee store security initiatives including video surveillance cameras and the intrusion alarm system; train all personnel on security procedures and preventive measures.

Manage all departmental merchandising and presentation standards, ordering, managing and controlling overall store inventory valued in excess of

Planned and executed all product movement, merchandise placement, and sales promotion set-up; ensure that older inventory is routinely rotated to ensure freshness; supervise the preparation, set-up, and display of pricing labels during mid-month and end of the month pricing changes.

Manage store cash accountability, scheduling of cashiers to support traffic flow, and customer service support; oversee conformance with all cash handling policies and procedures; ensure all sales are verified, and review all reports with sales information / issues prior to deposit.

Accountable for providing audits for the store reducing external and internal shortages, providing shortage information to the bank and accounting office.

Prepare daily sales and profit/loss reports and safety issues for submission to the Operations Director.

Following are additional positions held that highlight operational, human resources, and training experience:

Co-Manager, Hobby Lobby, El Paso, Texas 1999 – 2002

Merchandise Manager, Petsmart, El Paso, Texas 1998 – 1999

Merchandise Manager, Sam’s Wholesale Club, El Paso, Texas 1986 – 1998

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