Manager Customer Service
Resume:
LAZARO HERRERA
************@*****.***
Professional with more than 20 years of extensive experience in operations, business development with multiple industries, and service teams. Proven track record in identifying new markets and business line opportunities by developing strategic business alliances and finding innovative ways to grow revenues and increase margins. Skills include the performance of detailed analysis of existing operations, technology research, implementation of lean processes to improve productivity and efficiency. Strong management and leadership skills with the ability to motivate professionals and staff to maximize productivity at all company levels. Key areas of expertise include:
P & L Management
Business to Business Sales
Customer Relations
Strategy development and implementation
Contract and Procurement Negotiations
Collective Bargaining Agreements
Key Account Management and Negotiations
Project Management
Organizational and Business Development
Safety and Loss Prevention
PROFESSIONAL EXPERIENCE
L&S Holding LLC 4/2016 - Present
Managing Member
Manage several rental properties in Miami-Dade and Collier County. Fully responsible for advertising, leasing, maintenance, and cash flow for these locations.
Smarte Carte, Inc. 01/1999 – 04/2016
The leading provider of passenger/guest services at transportation centers, retail establishments, and entertainment facilities in five countries. Established 48 years ago, it currently has revenues which exceed $133M and more than 1600 associates. Smarte Carte currently has four divisions consisting of carts, lockers, strollers, and massages chairs. It is expanding into the service markets within the transportation community.
Sr. Director of Operations - East Region, Smarte Carte, Inc. 2/2008 - 4/2016
As Sr. Director of Operations, responsible for the strategic planning, development, and leadership of 1191 locations in 23 states which generates over $55 million in annual revenues with over 600 employees.
Grew revenue by 7% and EBITDA by 9.3% in the last three years.
Restructured our large locations achieving over $700k yearly labor savings through implementation of best practices, streamlining, and technology.
Active member of several different industry associations; IAAPA, ACI and AMC.
Direct reports included eight Area Managers and two flagship General Managers.
Implemented procedures to recover liquid assets with 89% success rate.
Secured a 5 years regional account that will generate $10 million in revenue for the company.
Secured the $6 rental price at Sawgrass Mills which increased revenue at this location by 33% over previous year.
Extensive experience in designing and operating seasonal locations with trained personnel to meet customers’ expectations.
Negotiated and implemented all of the aspects of the Collective Bargaining Agreements at JFK, Newark, and La Guardia airports.
Area Manager - Smarte Carte, Inc., Southeast US 1/2001 - 2/2008
Managed a territory which consisted of Florida, North and South Carolinas and the Caribbean with more than 100 locations, and revenues in excess of $5m.
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Successfully secured the contract to implement a non-user pay system in the customs area at the Miami International Airport which led to this airport becoming the third largest revenue location for the company.
Implemented the Managing Operating System at Sydney and Melbourne Airports in Australia.
Lead person for starting the operations in South America for the company.
General Manager of Smarte Carte Inc., - Miami International Airport 1/1999 - 1/2001
Started this new location for the company. Was responsible for the full operations; hiring and development of staff, establishing systems, and building relationships within the airport community. Grew Revenue by 10% and EBITDA by 14% at this location.
NATIONAL AUTO PARTS WAREHOUSE 9/1996 – 1/1999
Operations/Customer Service Manager, Miami, FL
Managed all aspects of the operation for this company. This included shipping, receiving, logistics, and customer service. Responsible for employee screening, hiring, and development, including disciplinary actions.
Implemented a barcode- scanning system, trained users, and developed procedures in order to improve accuracy and efficiency by 15%.
Coordinated and managed the move of the entire warehouse to a facility double the square footage.
During my tenure, the company acquired Rose Autoparts, adding 39 stores and warehouse facility.
Reduced shrinkage by 70k with the implementation cycle counting and random auditing of delivery vehicles.
RENT A CENTER 12/1993 - 9/1996
Store Manager, Miami, FL
Had full oversight of retail stores in Miami-Dade and Broward Counties to include inventory, sales, cash handling, collections, P&Ls, and staff management and development.
Opened a new store for this organization and grew its customer base within one year to make it the 3rd highest ranked store in the nation, doubling the revenue expectation for the first year of business.
Reduced sales associate turnover and promoted three staff members to management positions within the organization through motivational and incentive programs.
NEXT DEVELOPMENT
Operations Manager, Miami, FL 8/1992 – 12/1993
Provided all aspects of operational management for a construction company servicing hurricane victims in Miami Dade, Broward, and Monroe Counties. Accountable for budgets, staffing, permitting, and subcontract negotiations.
HOLIDAY INN CORPORATION 2/1987 – 8/1992
Guest Service Manager, Miami, Fl.
Managed several departments for this 305 room property to include reservations, front desk, auditors, concierge, and bellmen/shuttle services.
• Duties included fiscal budgeting, P&L reports, scheduling, and occupancy forecasting.
• Increased average daily rate by 7% by implementing a yield management system.
• Increased occupancy rate by marketing the property to airlines with distressed passengers.
EDUCATION
Bachelor of Science, Hospitality Management, Florida International University, Miami, FL 1992
Bilingual in English and Spanish
Program Proficiencies – Microsoft Office, File Maker Pro, and Saleslogix
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