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Customer Service Manager

Hemet, CA
March 13, 2018

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George Martinez

*** *** *******

Hemet, Ca *****

Home 951-***-****

Cellular Phone 951-***-****

Employment History

Horizon Solar Power

August 2017 – December 2017


Sales Consultant – Residential


Overall responsibility for designing and selling custom solar operating systems, sales margins and bottom-line profits.

Employment History

Storetrieve Records Management – A member of the 2-20 family of companies March 2014 - November 2016


Regional Vice President / Operations Manager of Operations January, 2014 - Present 1) Western Division


Overall responsibility for operations and bottom-line profits, making sure my organization is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of customers and clients. 2) Provided consulting services and business process management business solutions. 3) In charge of creating strategies, policies, governance and operating recommendations. Design, implement and support the overall operation processing solutions. 4) Develop and guide solution designs to meet business needs. 5) Map solution requirements and business problems to re-usable end-to-end technology solutions. 6) Plan, develop, deploy, document, and support Records Management and Process Improvement solutions.

7) Identify gaps and resolve using supportable and repeatable methodologies. 8) Meet project timelines; communicate risks & progress and document results. 9) Assist with defining, writing and executing test plans. 10) Identify, track, resolve and prevent issues.

11) Manage self and prioritize tasks


1. President of the company


1. EVP Human Resources and Executive Vice President, Sale DIRECT REPORTS:

1. Operations Manager

2. Operations Supervisor

Transportation Supervisor

3. Operations Service specialist

Transportation Specialist


12) Manager of Operations

Employment History

Arcus Data Security / Iron Mountain Records Management January 1989 - 2014 EXPERIENCE / POSITION:

Operations Manager:

1. Data Protection Facility / Records Management


Overall responsibility for Branch operations and bottom-line profits as well as ensuring the quality of service, employee and customer satisfaction, and maintaining a professional corporate image with all customers and corporate personnel.

1) I am responsible for overall management of operations and administrative functions for several buildings.

2) Meeting inventory goals, managing tracking systems and acting as a liaison to other departments. 3) I oversee and monitor branch operations, along with profit and loss markers as indicated by EBITDA, Labor Ratios, Accounts Payable, and Bad Debt data comparing actual financial performance to budget. 4) I coordinate efforts with Sales on the major accounts for sales and customer service performance. 5) I manage the Employee Relations (with support of Human Resources) functions for the branch, which includes timely performance appraisals, discipline processes, employee recognition events, and employee satisfaction.

6) I participate in the recruitment of field employees including, but not limited to, screening applicants and conducting reference checks.

7) I schedule and participate in new account orientations and start-ups. 8) I implement and oversee cost control measures.

9) Oversee monthly budget, including the measurement of budget success to actual performance, and annual draft budgets for respective buildings.


2. General Manager and Vice President


3. President and Chief Officers


4. Operations Supervisor

Transportation Supervisor

5. Operations Service specialist

Transportation Specialist


13) Manager of Operations


I started with Iron Mountain in 1989 and held several positions within the company. I started my career with Iron Mountain working in the vault processing media and taking care of customer phone requests. I also worked in the transportation department delivery customer media, to and from their data centers. On several occasions I would supported and traveled to other branches across country when requested by senior management. Currently, I oversee operations departments in five buildings for Transportations and Vault; provide annual Performance Reviews; interact with Account Managers and sales personnel; responsible for a 40 million dollar operations with 100+ employees; interacting with Billing and Accounts Payable personnel; constant interaction with vendors; customers; coordinating and overseeing special projects such a Disaster Recovery Tests; Tape Moves; Media Destruction; Air Craft Charters; monitoring and taking corrective action with SecureBase and OPIS operating systems; providing onsite assistance to other DP branches as requested; training customers with SecureSync IM website.

Employment History

Bianchi International September 1985 – 1988


Performs work in response to work orders created by US Government requests and local Police agencies. 1. Warehouse / Production foreman of 40+ employees. 2. Military and law enforcement gun holsters, Leather, Vinyl and Teflon. 3. Scheduled and walked production inspections.

4. Leather inspector.

5. Maintain inventory controls on a weekly basis.

6. Shipping and receiving controller.

7. Maintains employee schedules, timesheets, and weekly reports on a weekly basis. 8. Conducted timely performance appraisals, discipline processes.

Employment History

RCR Racing / Plumbing and Heating March 1988- 1989 ESSENTIAL JOB FUNCTIONS: Description

Supplied new model homes with appliance materials. 1. Worked in warehouse operations.

2. Kept storage facilities and equipment in order and working condition. 3. Delivered interior and exterior supplies to new manufactured homes all around Southern California. 4. Performed customer service calls.

5. Created customer order requests.

6. Install appliances as needed.

Summary of Qualifications

I am a self-starter with the desire and initiative to excel. With several years of operations and customer service experience, I possess a keen understanding of the importance of working together as a team. I am capable of handling multiple tasks, while staying focused on each one individually. I maintain a professional appearance and manner. I enjoy interacting with people and thrive on learning new skills. I consistently perform my duties at a top-notch level. I wish to join a team-oriented company where my experience and knowledge can be put to good use while experiencing new challenges and establishing new friends. Completed online internal courses :

1. Safety & Security

2. Disaster Recovery Planning

3. Earthquake Preparedness

4. HIPPA Certified

5. ITAR Certified

6. Contractors State License


Lake Elsinore High School

1. Lake Elsinore, CA

2. High School Diploma 1985


1. English

2. Spanish

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