Customer Service Manager
Resume:
Michael Ybarra
***********@*****.***
OBJECTIVE
To obtain a position with a corporation that will allow me to use my excellent skills in customer service, customer relationship building, staff training, supervision and mentoring. I am a dedicated, result driven individual with a proven track record.
EXPERIENCE
Nesco Resource – October 2015 – December 12, 2017
Area Manager
Summary of Position
An Area Manager is responsible for overseeing and managing multiple branches across a defined
geographic territory. Direct and supervise personnel including branch managers and business
development managers within defined area to develop, lead and coordinate sales and recruitment
solutions to ensure client satisfaction and to drive profitability at the branch level. Responsible to
interface with clients to ensure that the client needs are being met across their territory and defined markets. Identify new prospects to achieve sales targets and develop new business for longer term growth.
Primary Responsibilities
● Identifying and procuring major accounts including large volume users, national accounts,
contracted users, on-site relationships, MSP and on-site targets
● Developing a marketing program toward those users with a clear competitive advantage
● Representing all Nesco Resource service lines and resources that are in the best interest of the
prospective customers/clients
● Developing, promoting and delivering the Nesco Resource brand
● Identifying new market opportunities for existing branches to expand lines of services
● Growing the prospective areas with additional branches and stretching the geographic footprint
● Managing all aspects of launching new branches
● Creating marketing tools specific to the branches to give competitive advantages. This to
include brochures, e-mail templates, newsletters, promotional items, etc.
● Identifying and Implementing Best Practices to promote a consistent branch approach
● Managing existing personal account base with support from branch service team
● Developing and implementing formal training programs for new hires
● Training new sales and recruiting personnel
● Providing branch managers with tools and resources that allow them to focus on the success of their Branch
● Resolution of escalated customer and employee issues
● Representing corporate initiatives, procedures,
Nesco Resource – March 2015 – October 2015
Branch Manager
During this time, I managed the Livonia MI office in the metro Detroit area. My main focus was to maintain the highest level of customer service to our customers and maintain a 100% fill rate. My main focus was to ensure that we as an organization was providing the highest level of customer service to our customers and clients with the upmost integrity. I also assisted with business development and recruited several business/client relationships to enhance our continued growth and to be a full service and diversified staffing firm. Additional responsibilities were continuous company branding, daily branch manager meetings/customer hot sheet updates, maintained individual branch P& L, unemployment, work comp, assisted with daily HR issues, client safety orientations and internal SOP’s assuring that we were in total compliance.
Newton International – Madison Heights, MI - February 2013 – March 2015
Branch Manager
I manage Newton International’s largest & most profitable branch. My main focus was to ensure that we are providing the highest level of service and integrity to our customers and clients by focusing on creative recruiting, resolving attrition challenges, client mentoring, client evaluation’s. Some of my additional strengths and responsibilities include; business development, payroll, training, profit and loss, company branding. I am a team motivator & mentor to my peers with all aspects of staffing services. I have also received “Team Player” award for always putting the team first and getting the job done.
Staffworks Group Southfield, MI - March 2004 - January 2012
Branch Manager/Operations Manager - Director
Started off as a branch manager of Staffworks first branch. With our continued determination and rapid growth shortly after my first year I was promoted to operations manager overseeing 11 locations located in Michigan, Ohio, Alabama & Missouri. My main focus was to ensure that we as an organization was providing the highest level of customer service to our customers and clients with the upmost integrity. I also assisted with business development and recruited several business/client relationships to enhance our continued growth and to be a full service and diversified staffing firm. Additional responsibilities were continuous company branding, daily branch manager meetings/customer hot sheet updates, maintained individual branch P& L, unemployment, work comp, assisted with daily HR issues, client safety orientations and internal S.O. P’s assuring that we were in total compliance.
Premarc LLC. Clarkston MI – February 1993 – November 2003
Operations Manager
My day to day responsibilities were to set production schedules for all production lines, submit daily production, quality and junk reports, process payroll, schedule logistics of incoming and outgoing product, purchaser, quality Control, inventory control, safety enforcement, interview, hire and terminate all employees
Solaronics USA. Rochester, MI – June 1989 – February 1993
Production Supervisor
My day to day responsibilities were to, maintain production, train all employees, inventory control, safety enforcement, submit daily production, quality and junk reports, interview all potential candidates
Professional Experience:
• Quick study with an ability to rapidly achieve organizational integration, easily assimilate job requirements and aggressively employ new methodologies. Energetic and self-motivated team player/builder. At ease in high stress, fast- paced environments with emerging and multiple responsibilities.
• Excellent leadership, management, oral/written communication, bilingual in Spanish, interpersonal, intuitive, and analysis skills. Thrive in both independent and collaborative work environments
• Developed and kept structure for employment recruitment plan to minimize high overturn with corporations
• Assisted with budgeting, purchasing, human resource, public relations, and administrative functions for 11 branch offices. Operating forecasts, branch cash flow planning, new project evaluation, and equipment maintenance for these locations.
• Provided complete coordination regarding employment services to different client based area Knowledgeable in labor contract, administration, employment, recruitment,
• Provide necessary steps for recruiting potential applicants and supply them essential career counseling and examining.
• Provided employment services to promote and integrate employment to over 1000 employees as well as maintained data bases and files for these employees while addressing all employee concerns, provided adequate management and maintenance towards staff's performance statistics and salary reviews.
• Held responsibility for pre examining credentials for employment, compensation, benefit programs, training programs and performance management
• Held responsibility for all issues during employment and handled all areas of staff reduction and termination of employees including exit interviews and replacement employees
• Developed and kept structure for employment recruitment plan to minimize high overturn with corporations
EDUCATION
1985 - 1989 Pontiac Catholic High Auburn Hills, MI
• Diploma
1999 - 2002 Oakland Community College Auburn Hills, MI
Bilingual in Spanish, Proficient in MS Word, Excel, multiple applicant tracking software’s, Customer service & HR protocol knowledge/experience.
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