Customer Service Manager

CARLOS J. SANTIAGO

Buckeye, AZ ***** 480-***-****

*************@*****.*** www.linkedin.com/in/carlos-santiago-b60467123 TRANSPORTATION COORDINATOR / LEAD DISPATCHER / VALET MANAGER Deliver Customer Satisfaction Using Leadership, Time Management, and Organization Skills Department of Transportation (DOT) Certified

Balance customer requirements and health and safety, monitoring services rendered, and ensuring optimal satisfaction. Build / train teams and supervise staff as fast and efficient team player, motivating for success and sharing accountability. Communicate with costumers and resolve complaints in timely manner, adhering to customer service standards. Ensure smooth operations by actively managing staff, scheduling, and administrative duties.

− Fleet Management and Maintenance − Logs and Record Keeping

− Pre and Post Inspections − Training

− Budgeting − Float Between Departments

− Team Collaboration − Vendor Relationships

− Policy, Regulation, Bond, Procedure, and

Service Standard Compliance

PROFESSIONAL EXPERIENCE

CANCER TREATMENT CENTERS OF AMERICA, Goodyear, AZ 2011 to 2018 Lead Dispatcher / Transportation Coordinator

Oversaw car fleet, 2 dispatchers, and 21 drivers. Created driver schedules, facilitated office functions and meetings, and ordered supplies.

• Simplified management of fuel purchases, reduced unauthorized spend by drivers, and improved administrative efficiency by implementing vendor resources gas cards for all fleet vehicles.

• Ensured car fleet was operational and safe by overseeing repairs, maintenance, and vehicle licensing.

• Planned work schedule, assigned duties, and supervised workers' activities, ensuring compliance with established rules and regulations.

• Kept department under budget by reducing resources, cutting driver overtime, and creating schedule.

• Scheduled delivery and pickup by dispatching and rerouting drivers on Hudson Program.

• Matched drivers with passengers by using Lyft application for patient, caregiver, and stakeholder transportation.

• Ensured staff met policy and safety requirements by ensuring drivers and dispatchers were fingerprinted and driving credentials were verified.

o Verified drivers with commercial driver’s license (CDL) and passenger endorsement by ensuring completion of physicals for license renewal.

o Adhered to CDL-driver safety regulations by maintaining records / logs for all transportation runs. o Trained all drivers and dispatchers.

• Facilitated special events by coordinating needs for property. AMERICAN VALET, Phoenix, AZ 2007 to 2018

Senior Private Party Valet Manager / Senior Valet

Oversaw Junior Valets, accounting, and record keeping.

• Earned position as Senior Valet for President Bush-Republican Party, Tucson, AZ, July 2008.

• Achieved Outstanding customer service award in 2007 as top-requested valet manager. CARLOS J. SANTIAGO *************@*****.*** PAGE TWO AMERICAN VALET (Continued)

• Ensured proper operating conditions, adherence to Department of Transportation (DOT) standards, and compliance with proper safety standards by performing pre- and post-inspection activities.

• Motivated employees to succeed by building strong teams.

• Upheld customer satisfaction by training junior valets in high standards of customer service.

• Established and maintained effective communication and working relationships with passengers, co- workers, and managers, as strong team player.

• Provided versatility, driving shuttle bus and 15-passenger van, as needed. GLOBAL MEDIA GROUP, Scottsdale, AZ 2006 to 2008

Warehouse Supervisor

Managed daily operations of warehouse facility.

• Performed quality control (QC) of incoming and outgoing products by overseeing assembly, shipping, and receiving of retail and wholesale products for international, national, and local sales.

• Tracked inventory, parts, and equipment as specialist in serial number tracking system.

• Increased customer satisfaction by using excellent telephone, customer service, and people skills. ADDITIONAL EXPERIENCE

IMAGING SYSTEMS OF ARIZONA, Tempe, AZ

Warehouse Manager and Parts Controller

NORTH SHORE BUSINESS TECH, Kenosha, WI

Warehouse Manager

PROFESSIONAL DEVELOPMENT

− Budget Counseling Seminars, Baltimore, MD and San Antonio, TX

− Dale Carnegie Course

− 2 years of Accounting Classes, Gateway Technical College, Kenosha, WI

− Preceptor class, Goodyear, AZ

− Management class, Goodyear, AZ

− DOT Certified

TECHNICAL SKILLS

Microsoft (MS) Windows XP and Office - Word, Excel, and Outlook Hudson, Lyft

AWARDS

Employee of the Month, Cancer Treatment Center of America Moment of Truth Award, Cancer Treatment Center of America

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