Customer Service Sales

JOSE LUIS RAMOS

Redondo Beach, CA *****

******.*****@*****.*** 310-***-**** www.linkedin.com/in/jramosfelix CUSTOMER SERVICE MANAGER

Drive Customer Satisfaction Through World-class Services Place emphasis on customer service, process improvement, contact center and training. Develop solutions to keep sales and service teams trained and engaged with brands. Implement field service operations, call centers, and product registration platforms. Design database online tools for analysis and market research, customized partners portals and eLearning solutions.

Deliver processes improvement and optimization through execution of lean six sigma projects. Versatile problem-solver. Create policies / procedures and guide customer-facing areas for desired results. Languages: English, Spanish, Portuguese. Areas of expertise include:

Reverse Logistics Operations

Order Management

e-Learning implementation

New Product Introduction

Data analysis & KPIs

Outsourcing Management

Spare Parts Management

Customer Loyalty

PROFESSIONAL EXPERIENCE

SCHNEIDER ELECTRIC – PELCO, F resno, CA

Customer Service Manager – Global Order Management Operations Oct 2016 to Apr 2018 Led company’s sales-management operations. Ensured customers received excellent sales support and guaranteed optimal delivery of firm’s video surveillance and security solutions. Managed a global team of account and customer support specialist in United States, Netherlands, Dubai, and Singapore that work with direct customers, sales representatives, integrators, and value-added resellers. Managed special manufacturing request (SMR) to address specific security projects.

● Implemented departmental procedures and policies to reach 97% one-day-order-entry lead time.

● Achieved 30% reduction of product returns through introduction of checklists and mistake-proofing solutions.

● Increased efficiency and employee engagement by better workload balance, training, performance evaluation and personalized improvement plans.

● Deployed data analytics, managing product lifecycle and new product transitions.

● Enhanced customer service experience by improving order status communication and lead-time accuracy. GLAS, IT CONSULTING, L os Angeles, CA

Project Manager (Contractor) Aug 2016 to Sep 2017

Provided project and delivery leadership, ensured quality in implementation of JD Edwards’ (JDE) supply chain and reverse-logistics modules. Supervised project planning, execution, and control.

● Implemented PMI procedures, guaranteeing customer satisfaction with JDE implementations.

● Achieved optimal communication with technical and non-technical stakeholders via KPIs and scorecards for each project phase and milestone, enabling fast feedback and securing alignment between results and expectations.

● Used lean methodologies to help customers streamline deliverables definition, improving project profitability and efficiency.

TOSHIBA AMERICA, Irvine, CA

Customer Service Manager – Latin America Aug 2014 to May 2016 Oversaw international customer service and sales support operations in Latin America for personal computers, storage devices, and TVs. Managed field service operations, call-center-outsourcing partner, parts resellers, and depot repair services in 20 countries.

● Standardized call-center policies and procedures, meeting customer expectations and promoting brand loyalty.

● Boosted service offering for corporate customers and global accounts through implementation of onsite services.

● Controlled product returns through better documentation and web forms, driving savings of $150K per year.

● Deployed task force, improving logistics and avoiding customs delays due to mis-shipments and documentation problems that reduced repair turnaround time 35% in 3 months.

● Achieved 90% error reduction on used-parts returns by applying lean principles to find root causes and leading transformation of internal culture, adopting reverse-logistics best practices.

● Reduced service cost operations 25% through integrating foreign stock locations in Latin America and simplifying labor reimbursement processes.

EPSON AMERICA, Long Beach, CA S ep 1998 to Jul 2014 Channel Development Manager ( 2011 to 2014)

Managed new product introduction process for consumer and business electronics. Established sales-channel strategies and training programs for high-end products. Charged with sales-channels development, loyalty plans, and effective communications.

● Guaranteed success of new product launches by applying lean-management practices, eliminating waste, and consolidating minimum set of deliverables at each stage of process.

● Augmented sales-channels effectiveness, designing and implementing regional Learning Management System (Epson University), that turned around passive sales force by publishing dozens of courses in less than 4 months and deploying rewards system based on exams passed and participation.

● Ran project to address needs of international sales partners, developing sales-channel portal for business products in 3 languages (English, Spanish, and Portuguese).

● Turned around passive sales force by publishing dozens of courses in less than 4 months and deploying rewards systems based on exams passed and participation.

● Amplified visits to public website 300% by integrating product mini-sites with videos, photo galleries, and other materials. Service & Support Manager – Latin America (1998 to 2011) Headed service and support operations in Latin America. Mobilized and chaired implementation of regional service center network and call center. Acted as ISO and Genuine-Ink Subject Matter Expert (SME).

● Instituted network of 500+ service centers through Latin America region, improving customer satisfaction 20%, augmenting sales environment, and stimulating participation on government bids.

● Enhanced customer support by devising and incorporating professional call center with 40 agents that replaced 7 small individual call-center operations.

● Augmented profitability through sale and promotion of extended services plans, preventive maintenance and product installation.

● Oversaw deployment of Oracle / RightNow (CRM) for call-center operations, including SmartAssist tool, reducing call center cost 30% by deflecting high volume of customer inquiries.

● Managed end-user registration process, boosting registration rate from 7% to 20% and maximizing effectiveness of marketing campaigns and research.

● Implemented eLearning system, to reach sales and service teams in more than 20 countries facilitating certification and engagement..

● Developed international parts planning and distribution, reducing average repair times 50% and improving brand reputation.

EDUCATION

Master of Business Administration (MBA), Loyola Marymount University, Los Angeles, CA Bachelor of Science (BS), Civil Engineering / Information Systems, Universidad Iberoamericana, Mexico City, Mexico Lean Six Sigma Certification, Green Belt, Lean Six Sigma Corporation, Los Angeles, CA Project Management Professional (PMP) Course, New Horizons Learning Center, Los Angeles, CA SKILLS

Professional: Project Management, Lean Process Improvement, Net Promoter Score, Learning Management Systems, Contracts Management, KPIs.

Systems: MS Project, Advanced Excel, Visio, Camtasia, Articulate, ERP, CRM (Salesforce and Oracle/RightNow), Avaya CMS.

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