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Customer Service Manager

Chula Vista, California, United States
February 26, 2018

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Mario Cadena

Chula Vista, CA ***** 619-***-****

Senior-Level Operations Manager

Enterprising, results-driven leader with 28+ years of accomplishments and transferable operations management experience in the waste management industry. Effective and engaging communicator able to work as part of a team and drive productivity across functions. Skilled problem-solver, risk mitigator, and Change Leader adept at revitalizing and implementing innovative processes that significantly grow profitability. Dedicated to continuous learning, professional development, and remaining up- to-date on the latest industry trends. Technical expertise in Microsoft Word, Excel, Outlook, and PowerPoint. Areas of Expertise

§ Operations Oversight

§ Field & Sales Management

§ Strategic Planning

§ P&L and Cost Reduction

§ Process Improvements

§ Equipment Management

§ New Plant Locations

§ International Logistics

§ Customer Service

§ Team Develop & Training

§ Recruiting and Hiring

§ Fleet Management


RESOURCE MANAGEMENT GROUP, San Diego, CA 4/2007 – 7/2017 Operations Manager

Provided leadership and guidance with primary responsibility of profit and loss for the company’s largest division within its nationwide full-service waste and recyclable commodities operations. Directed all aspects of fleet management, sales support, safety, environmental compliance and equipment engineering for the Recycling and Waste Management Division. Managed 15 highly-skilled direct reports. Trained qualified staff on proper inspection and deduction protocols to reduce accounts payable. Selected Accomplishments:

§ Managed Relocation of Operations for a 44,000 square foot facility from Sorrento Valley to Kearny Mesa incorporating the use of 20 trucks with minimal interruption of services; maintained security and safety.

§ Located, purchased, and organized the installment of Two Ram Baler conveyor systems through powerful negotiation skills, slashing overall costs by 40% and obtaining a sales price 25% below allotted budget.

§ Hand-selected reasonable and trusted vendors to keep costs down while maintaining top quality products.

§ Generated 40% of annual profit by coordinating international shipping with Drayage Transportation Company.

§ Developed and launched Safety Programs, resulting in a decrease in safety incidents by 40%; enforced compliance with all OSHA regulations.

SAN DIEGO FIBRES, San Diego, CA 10/1998 – 4/2007

Operations Manager

Combined efforts with the Company President to strategize and establish goals and objectives for overall environmental and waste management operations. Possessed full responsibility and accountability for all daily operations, sales, recycling services, scale operations, yard management, and equipment management. Selected Accomplishments:

• Communicated openly with potential new clients to determine their waste stream flow and devise on plans and recommendations that would lessen their disposal expenses by up to 20%.

• Effectively addressed and resolved concerns regarding pricing and services to ensure optimal satisfaction.

• Acted as the Safety Administrator by internalizing OSHA requirements and leading team meetings to assure that all employees had a solid knowledge of regulations; this resulted in a 15% decrease in on-the-job incidents.

• Orchestrated scheduling and delegations of daily truck routes for several Roll Off, Bobtail, and tractor trailers.

• Administered 90-day inspections and drafted reports in adherence to Department of Transportations’ guidelines.

• Earned 100% passing score on bi-annual inspections due to pristine documentation and consistent upkeep. Mario Cadena

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MEN-CAL, INC./POTENTIAL INDUSTRIES, Santa Ana, CA 3/1995 – 10/1998 General Manager

Provided on-site management and oversight for all internal operations, sales, customer service, equipment management. Compliant with safety regulations. Known for fostering a cohesive, supportive work environment for all personnel. Supervised a team of 30 employees including office staff and yard personnel, developing an in-depth training program to ensure all staff were adequately trained on critical subject matter, job-specific tasks, and company-wide policies and procedures. Served as the primary material grader, maintaining the highest quality materials and displaying exemplary productivity and efficiency. Selected Accomplishments:

§ Oversaw the development of the new West Valley Fibers plant location in Van Nuys, CA, facilitating all communication with contractors and external partners; led acquisition of equipment and timely services after reviewing contracts.

§ Promoted to General Manager due to dedication to quality and consistently positive results.

§ Pursued commercial accounts on behalf of the company by developing and launching a door trade business.

§ Managed Commercial & C.R.V. Accounts, which represented 40% of yearly income; additionally, responsible for the other 60% of income due to implementation of public door trade business.

§ Expanded customer base would grow by 10% per year due to competitive pricing and quality of products.

§ Utilized elite knowledge of mechanics to repossess all previously outsourced work and complete repairs and work orders in-house, which successfully reduced equipment maintenance expenses by 100%. EDUCATION AND QUALIFICATIONS

High School Diploma, Monte Vista High School, Spring Valley, CA Class B California Commercial Drivers Licenses

Hazard Waste Identification and Overview (California Waste Classification, RCRA) Onsite Management Requirements (Labels, Tanks, Containers, Accumulation Times) Transportation (DOT Requirements, Manifests, LDRs) ER Plans, Training, Pollution Prevention, Universal Waste (Contingency Plans, SB14)

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