Customer Service Manager, Office Manager, Administrative Assistant
Resume:
Hiram Gonzalez
*******@*******.***
Colmar, Pennsylvania 18915
PROFESSIONAL SUMMARY
An accomplished and versatile Operations Professional with a proven track
record of leadership, performance and profitability in rapidly changing and
competitive environments. Recognized as an empowering hands-on leader with
strong qualifications in process and people leadership and enhancing
customer satisfaction. Demonstrated success in continuously implementing
solid business strategies which exceeded financial targets and effectively
maximized organizational efficiencies. A focused, respected, motivational
leader and a champion of the company's mission and values. Extensive
knowledge and management experience in:
Strategic Planning & Project Management
Implementation
Culture Management Customer Service
Process Reengineering KPI Development and Performance
Account Management Marketing/Publishing
Motivating & Developing Managers Bi-lingual in Spanish
COMPUTER
SKILLS
Proficient in Word, Excel, Access, PowerPoint, Outlook,
Microsoft Project
Experience with Quickbooks, Photoshop, Wordpress, Social Media
Marketing, Hootsuite
PROFESSIONAL EXPERIENCE
Marketing Consultant, Colmar, Pennsylvania
JUNE 2012-PRESENT
. Webpage and Landing Page Design and Copy
. Direct Marketing / Digital Marketing
. Facebook Marketing - Fan Page Creation, Tab Creation, Ad Campaigns
. Craigslist Marketing
. Flyer and Business Card Creation
. Google+ Page Creation
. Blog Posts to Tweeter, Google+, LinkedIn, Facebook, WordPress Blog
. Improve Brand Awareness and Consistency
JAM Promotions, Blue Bell, Pennsylvania
AUGUST 2013-MAY 2014
. Hire and train Marketing Representatives.
. Manage Product Inventory
. Set up promotional displays
. Promote products and drive sales.
Stress Free Home Solutions LLC, Partner May 2011-
PRESENT
Real Estate Investor
. Setup company back office.
. Developed acquisition and selling marketing strategies and implemented
campaigns.
. Negotiate contracts with Sellers and Buyers.
Lansdale Hospital, Lansdale, Pennsylvania
Sept 2003-PRESENT
Registrar
. Register ER Patients and Lab & Radiology outpatients.
. Scan medical records using ALPHA.
. Experienced with STAR, Navinet, RIS and Pulsecheck.
Yellow Pages Group, Blue Bell, Pennsylvania SEPTEMBER
2008-DECEMBER 2010
Senior Manager - Publishing (2008-2010)
. Responsible for Contract Entry, Invoice & Payment Processing, Routing,
Data Entry, Art Control, Ad Creation, Proofreading, Customer Service,
Listing Management and Scheduling departments.
. Improved Managers' leadership skills based on competencies. Molded
managers by developing their people, technical and communication skills.
. Developed teamwork and cross-functionality within publishing teams across
North America by improving internal communication and process
consistency.
. Achieved optimal relationship with Sales by providing support, exceeding
established turnaround objectives by 20% and maintaining a customer-
focused culture.
. Established departmental KPIs and coached managers on communicating with
each employee to motivate them and enhance performance. Raised
productivity by 25%. Created and maintained a stimulating and motivating
performance driven work environment.
. Improved business processes and initiated action by identifying
opportunities. Analyzed the end-to-end delivery model to determine areas
for efficiency, overall process improvement, standardization, and staff
training needs.
. Managed below Budget and improved Headcount targets by 20%.
. Integrated a more robust audit of product quality. Established back
checking process to identify employee weaknesses and help develop
individual training plans. Reduced internal rejects by 25% and Queries to
Sales by 30% by re-enforcing training/quality measures.
. Responsible for Customer Care Call Center. Reduced claims by 15% by
developing RT boxes to monitor the types of claims received and using the
information to enhance training procedures and improve Customer Service.
. Integral part of system enhancement team. Identified project
requirements and established project, testing and implementation plans.
. Responsible for maintaining business equipment and software. Worked with
outside vendors to troubleshoot issues and bring in techs when necessary.
. Responsible for distribution vendors. Determined distribution
requirements, maintained delivery schedules and tracked distribution job
through completion. Responsible for invoice verification and payments.
. Integral part of new business acquisition team. Analyzed incoming
volumes, developed workflow and calculated necessary staff and costs
needed to meet SLA requirements.
VOLT INFORMATION SCIENCE, Blue Bell, Pennsylvania June
1983-SEPTEMBER 2008
Production Manager - Ad Production, List Management (1997-2000, 2004-2008)
. Managed and led staff of over 90 employees.
. Responsible for Routing, Data Entry, Art Control, Ad Creation, Webpage
Creation, Proofreading, Listing Management and Scheduling departments.
. Established KPIs and created a stimulating and motivating performance
driven work environment.
. Coordinated and executed cross training initiatives. Leveraged resources
from other business areas to support business needs due to volume
increases verses adding significant headcount. Saved 10% of additional
Headcount.
. Access Administrator - Developed databases for Production, Production
Support, List Management and Marketing. Created From/To reports which
improved meeting objectives and timelines by 25%. Created custom
financial, production and comparison reports on demand.
. Listing Manager - Improved data purchasing practices reducing costs by
40%.
. Liaison to our Uruguay Publishing Company. Assisted in upgrading company
to US standards. Developed data integration and reconciliation plan.
Trained Production staff on-site. Supported company in troubleshooting
and enhancement capacities.
. Project Management - Established and maintained project plans.
Responsible for organizing meetings, establishing/meeting deadlines and
follow-up. Integral part of system enhancement, testing and
implementation team.
. Responsible for maintaining business equipment and software. Worked with
outside vendors to troubleshoot issues and bring in techs when necessary.
. Responsible for distribution vendors. Determined distribution
requirements, maintained delivery schedules and tracked distribution job
through completion. Responsible for invoice verification and payments.
Account Manager - DataNational (2001-2004)
. Created and maintained a customer focused culture.
. Reduced claims by 60%.
. Exceeded established turnaround objectives by 70%.
. Gathered requirements and initiated table setup for new products.
. Provided client support
. Grew client relationship
Production Supervisor (1983-1997) Syosset NY
. Managed and led staff of over 40 employees.
. Established departmental KPIs and communicated with each employee to
motivate and raise productivity.
. Created training plans, procedural documentation and executed cross
training initiatives.
. Documented and helped troubleshoot system problems.
. Integral part of testing and implementation team.
EDUCATION
Harvard University, Cambridge, Massachusetts
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