Customer Service Manager

JOSE LUIS GONZALEZ *** AZUCENA - BROWNSVILLE, TEXAS

**************@*****.*** / PHONE NUMBER: 956-***-****

QUALIFICATIONS

Over Nine years of experience working in diverse retail sales and customer service environments. As Warehouse Manager I was in charge of warehouse operations

like loading, unloading, packaging, and storing of raw materials and finished goods; recruiting, training, and delegating tasks to warehouse employees; maintenance

of records, ensuring compliance with legal and safety codes, and making attempts to reduce cost of warehousing operations. Experience in streamlining office

procedures to increase efficiency and improve service in the work area. Serve as initial point of contact for customers, patients, vendors, and partners. Efficiently

schedule appointments and promptly respond to inquiries via telephone/person. Highly organized and conscientious; entrusted by management with confidential

materials.. Dedicated and technically skilled business professional with a versatile administrative support skill set developed through experience as an office manager,

secretary, administrative assistant and office clerk. Excel in resolving employer challenges with innovative solutions, systems and process improvements proven to

increase efficiency, customer satisfaction. Responsible for sending and receiving faxes, filing, ordering supplies, maintaining files including storage and handling,

opening and closing the office/hotel/restaurant and keeping all related documents in an organized manner.

WORKING EXPERIENCES

ALL-STAR FITNESS FEB-2012 JAN-2013, Bookkeeper & Installer

Working for All-Star Fitness, installed fitness equipment, from personal households, to fitness centers, medical care facilities or in spas and

resorts. Managed front office operations, from looking for new business, to billing clients, bringing new business to the company. Oversaw

selected physical fitness equipment and evaluated and ensured safe maintenance of equipment, files and client records. Working with

moving companies like, Atlantic Freight/Northern/Atlas Van Lines to independent drivers, receiving/assembling the equipment. Assembled

and programmed the settings/TV/internet on each machine and gave a brief demonstration of each machine on how to keep them in order

and how to use each machine for their specific purpose of use.

UNIVERSAL LUMPERS/ TOM THUMB DISTRIBUTION CENTER,RECEIVING MANAGER:06/11-12/11

As Receiving Manager, I was reliable, capable and enthusiastic supervisor who was able to take on management and possessed

extensive experience for supporting and developing teams to do better and drive continuous improvements across all ranges of the

warehouse. My goal was to be a good leader with the ability to organize, motivate my staff, and take quick and correct decisions in case of

problems. Worked in a full service distribution company unloading fresh, frozen, dry products, ice cream & yogurt, juice,in the warehouse.

Used computerized system to verify and pull inventory, received high volume of orders daily, and kept accurate records. Supervised loading

and unloading of goods; ensuring that merchandise was handled with care and placed correctly in warehouse. Resolving a wide range of

problems; including missing merchandise, delivery cancellations, damaged merchandise and incomplete deliveries. Discussing shipping

and packing issues with Tom Thumb personal, to avoid future mishaves. Developed a safe working environment by adhering to all

necessary health and safety requirements directed by the warehouse and city ordinance. Enthusiastic team leader able to establish positive

work environments and respond effectively to customer needs. I was known for continuous commitment to resourceful cost cutting and

productivity improvement. Developed and implemented standardized practices for order processing, staff scheduling, warehouse

operations and unloading and receiving. Streamlined order entry process that reduced total labor overhead for unloading. docks.

Experienced in all phases of inventory management; shipping, receiving, budgets, and inventory. Hosted dock meetings with management

and staff, on facility maintenance and upkeep for all ground, building and system procedures.

Car Sales (SELF EMPLOYED) SEPT 2010 to APR 2011

I was eager to work for myself as a car sales man, utilizing my extensive knowledge and experience in working with clients to accomplish my goal of succeeding on

my own. Worked as a car salesman, selling highly appreciated brand of automobiles and strived to achieve sales. Purchased vehicles in big demand into Mexico,

would buy cars off Craigslist/Ebay/classifieds, around the Houston/San Antonio/ Beaumont/ DFW and Louisiana Areas. Worked with customers to understand their

requirements and expectations of automobiles they were looking for. Negotiated prices with both buyers who bought from me and sellers who I bought from.

WELLS FARGO FEB 2010 to MARCH 2011 PERSONAL BANKER

As Personal Banker, I was responsible for maintaining and establishing good and positive relationships with customers. Dedicated to

opening up new business and personal bank accounts, processing transactional paperwork with extreme accuracy and confidentiality.

Follow-up with customers, provide ability to identify customers needs and match them to the best banking products and services. Offer and

sell financial product and services to consumers and small business customers. Proactively I met with customers face to face and over the

phone to discover their financial needs to acquire, retain, and expand customer relationships.

Open deposit accounts, handle loan applications, and manage various customer service requests. Highly knowledgeable, creative and

result-oriented Banker with huge background in establishing and maintaining positive customer relationships, planning and delivering

effective sales strategies and monitoring the progress of new and existing financial products. Establish and maintain effective relationships

with new and existing customers, establishing their needs and advising on the suitability of services. Working with customers on a daily

basis, either answering or referring their financial questions to the appropriate supervisory individuals.

The Brownsville Herald Newspaper FEB 2009-JAN 2010 District Manager

Recruiting, training and supervising independent carriers for the purpose of distributing newspapers and achieving goals; ensuring

collections were current; all newspapers were delivered in a timely and satisfactory manner and maintenance of carrier service and

collection records. In charged of receiving, investigating, and initiating action when customers registered complaints. Handled cash flow

from carriers, attracted new customers and traveled to customer houses about complaints of delivery of the newspaper. Oversaw truck

unloading and pick of the newspaper, Scheduled routes and coordinated distribution of the newspaper. Trained, Hired, Evaluated and

Terminated Staff. Ensured the content and accuracy of deliveries were implemented. As Manager, I was responsible for production of goods

of the right quality and specifications at the optimum cost and in right quantity. In order to plan, organize, and direct production, I needed to

be well versed with making and implementing plans, thinking logically, and decision making with a talent for dealing with details. Delivered

and sold newspapers to subscribers along prescribed routes and collect money periodically. Being customer service driven and achieving

record-high customer satisfaction rankings; improvements to the bottom line and turnaround of under performing carriers.

Starkey Labs-Hearing Aids June 2007 TO Jan 2009: Warehouse Manager- Buyer

Directed all aspects of warehouse operations for a 200,000 sq-ft distribution center with a 45-person staff. Highly qualified, skilled and result

oriented professional with more than 8 years of experience in the quality assurance, quality control and logistics, with excellent

administration knowledge, excellence managerial skills, excellence communications skills and excellent presentation and organization

skills. As a broker, but not licensed I worked with a transportation company called, TRANSMAQUILA. I matched shipments with their

transportation services in order to transport goods from the u.s.a. to Mexico and vise-versa. I was responsible for matching authorized and

reliable transportation carriers to the shippers and coordinating all of the shipping needs for many company. When we as a manufacturer

had truckload of goods to get to into Mexico or vise-versa, I found the service with TANSMAQUILA that could get our cargo to a specific

location via their motor vehicles. I worked with shippers and transportation carriers to help them make a profit in moving cargo and, in

return, receive the safe service when needed. As a freight broker(non-licensed) negotiated the prices between the shipper/carrier and make

any necessary adjustments to the shipping service in order to get the job done.

Extremely reliable and safety conscious with solid experience in shipping/receiving, production assembly, pickers/packers and monitored

production equipment operations. Managed successfully the implementation of loading and unloading of shipments, receiving and order

picking, excel at accurate monitoring of inventory, calculating and verifying quantities, and using computers to maintain records and track

shipments . Experienced in logistics, quality control, and process improvement and reducing cost, increasing revenues, and maximizing

employee turnover. Confer with department heads to ensure coordination of warehouse activities such as production, flow and materials.

Oversaw material inventories, warehouse receiving and ensured adherence of shipments and receipts to host country (MEXICO).

Interviewed, hired, trained and dismissed personnel; performed evaluations and decided on salary increases and promotions. Researched

and negotiated trucking/carrier (Yellow, England, Martinez Trucking Companies) bids and contracts based on costs and point-to-point

destination procedures resulting in few incidents of damaged product and improved customer relations. Negotiated with shipping carriers to

ensure safety and cost effective transportation of orders. Resolved account discrepancies, delivery issues, and driver personnel complaints.

Coordinate all phases of shipping/receiving, purchasing storage, maintenance, and inventory control and tradeshow management.

Proficiently utilize UPS, Fed-X, DHL, Airborne computerized tracking systems and developed approaches and creative solutions to cost

effectively shipment of products.

As Material Buyer/Quality. My goal was to obtain the highest quality merchandise at lowest possible purchase cost for the company, choosing the best

supplier of product of service, negotiated the lowest price, and ensure the correct amount of the product or service was received at the appropriate time. I kepted track

of sales records and inventory levels of current stock, keep abreast of changes affecting both the supply of and demand for products and materials for which they are

responsible. Evaluating suppliers based upon price, quality, service support, availability, reliability and selection. Provide technological solutions for document storage

to medical and legal clients. Excellent track record of attendance, safety, increased efficiency, and reduction of costs, supervised 25 warehouse workers who they and

I were required to supply weekly reports regarding productivity numbers, expenses, overtime and overall operations, to our front office manager.

PORT ISABEL RESORT OCT 2005 TO MAY 2007, HOTEL MANAGER

Managed a family owned Hotel, with 100 Rooms and average occupancy of 80%. Experienced and skilled General Manager with knowledge in Food

and Beverage operations, vendor relations, profit and loss management and guest services operations. As manager, I oversaw scheduling, hiring, and

training operations and supervised all operations of housekeeping, front office, reservations, sales / marketing, banquets, security, and building /

grounds maintenance . Responsible for the operations on a day-to-day basis of the Hotel. Motivated and gave clear directions to all my employees

and ensured that all employees were trained for their position to maximize service, production and efficiency. Conducted employee performances,

evaluations as directed by the owner and city ordinance. Ensured that the property was maintained with all mechanical equipment in working order.

Booked and coordinated local business conventions and seminars. Designed and implemented guest survey to get satisfaction with the hotel, the

staff and guests. Excellent guest relations skills especially in creating "special touches" and resolving Guest concerns. Excellent eye for details which

I identified and carried out actions to improve the appearance of the property, and employees as well as establish special actions that exceeded guest

expectations. Remarkable ability to ensure proper selection, training, motivation and counseling of all my employees. Handled Professional

execution of guest calls, messages, amenities and made sure all the staff was proficiently trained to improve service, efficiency and profitability.

Handled property functions on daily basis to ensure best performance and persistent upgrading in customer service, employee proficiency and

performance, marketing, property ambience and income. Assist in the food & beverage operations.

CIRCLE-K / DIAMOND SHAMROCK: JAN/2003 TO AUG/2005 ASST MNG- STORE MANAGER

Accomplished and dynamic retail management professional, consistently recognized for effective operations and client relationship management and

ability to develop sales, delivering profitable solutions to attract and maintain customers and propel company growth. I demonstrated history of

providing leadership and supervision to staff members and various business units. Self-motivated and efficient with a valuable track record in business

development and account management strategies, with proven ability to work effectively in busy environments with positive results. I was recognized

for 24/7 availability aimed at troubleshooting problems as they arise. Display a customer-centered philosophy and train employees to achieve the

same mindset which I had. Skilled in performing administrative tasks which helped the store operate smoothly and increase productivity. Maintained a

positive and professional customer service-oriented attitude while supervising the store and developing employees to achieve company goals.

Effectively communicate with, motivate, and train co-workers to strengthen the teams dynamic and achieve optimum levels of service. Oversaw

merchandise levels and maintain standards for the store’s appearance and ordered, received, and maintained controls for merchandise inventory.

Ensure full compliance to loss prevention policies and maintain floor awareness to minimize external shrinkage. Complete cash summaries and

receiving reports and organized back room and shelf sequence thru-out the days. Process orders using data from the in-store processor (ISP) and

perform forecasting to boost sales. Strong team and employee developer with commended retail supervisory experience and display a customer-

centered philosophy and train employees to achieve the company mindset. Devise creative cost-cutting methods while maintaining inventory levels.

Attended customers approaching the counter and responded to inquiries of store items and assisted customers with their shopping selection upon

request.

Performed cleaning duties throughout the store and ensured clean maintenance atmosphere.

Received and ensured proper storage of deliveries from vendors and maintained product quality, rotation of storage procedures. Provided superior

customer service while working with other associates to promote the store.

BURGER KING INC NOV 2000 TO DEC 2002. COOK, SHIFT LEADER, ASST MNG, MANAGER

High-energy professional, with a successful 2 year background in multi-site management and employee relations. Worked as a manager at a well-

known fast food restaurant; advance my career through well-planned and effective implementation of assigned job duties. I was Dedicated and

passionate about providing excellent customer service and exceeding organizational goals. . Highly skilled in providing friendly guest service with

genuine hospitality interact with the customers and coworkers in a passionate and outgoing manner, hands-on experience in handling cash efficiently

and demonstrated ability to handle guest comments quickly and politely. I recruited, trained and conducted personal performance evaluations and

managed my annual budget with no expense overages. Reduced shortage by conducting shift inventories and maximizing profits by aggressively

managing production and logistics resulting in the lowest operating cost and highest customer satisfaction level in the district. Monitored food costs,

filed reports, planned weekly meetings, made changes where necessary. Responsible for shift scheduling, personal management, inventory control,

maintenance of complete store. Responsible for start-ups of two new restaurants in Brownsville, TX. As a worker, I greeted customers pleasantly and

took orders and maintained neat and clean work area and equipments.

Assisted customers with all information on the menu and administered food handling procedures such as trained and required. Monitored inventory

and place orders for food and beverages and ensured compliance to all safety regulations in facility and performed work according to city sanitation

standards.

Key Skills:

*Responsible attitude remaining calm under pressure, possessing superb decision making skills

*Able to build a positive attitude with staff

*Discipline staff and when required dismissing them

*Carrying out risk assessments

*Setting goals and objectives for individuals and teams

*Presented reports for senior management and delivered them via email/fax/phone calls

Education:

HIGH SCHOOL: G.E.D.- NOV 2001 ACHIEVED.

College:

University of Texas at Brownsville,Jan 2002 to Dec 2007( 45 College hours completed)

University of Texas at Arlington: Jan 2011 to May 2011 ( 3 college hours completed)

Contact this candidate