Customer Service Manager

RAFAEL ALBERTO CORTEZ

** ** *** ****** ***. ****, Miami Fl. 33131 Mobile Phone: +1-617-***-**** *********@*****.***

EDUCATION

BABSON COLLEGE, F.W. OLIN GRADUATE SCHOOL OF BUSINESS, Wellesley, MA May 2014

Master of Business Administration, MBA

UNIVERSIDAD METROPOLITANA, Caracas, Venezuela February 2009

Bachelor of Business Administration

Concentration: General Management

EXPERIENCE

HOPE & COMFORT, Inc. Boston, MA 2013

(as part of an academically sponsored consulting project)

Hope & Comfort is a not for profit start up focusing on the collection and distribution of toiletries and personal hygiene products

Consultant

• Performed primary research to collect customer data used to gauge relationships and customer loyalty.

• Created a company brand, a marketing strategy, and marketing materials that will lead to further company’s visibility and growth.

• Researched product and monetary donation sourcing methods to increase donations, company sustainability and impact.

• Established a short and long term hiring plan to assist in human resource development and company growth.

CENTRO DE CIRUGÍA OFTALMOLÓGICA, S.C. (CECOF), 2011-2013

& CENTRO ÓPTICO CECOF, C.A. Caracas, Venezuela.

A nationally renowned Ophthalmologic surgery center. Healthcare Industry.

General Manager (2011 – 2013)

• Redesigned the patient/customer service process reducing the amount of non- payment by 60%while increasing general customer

satisfaction by 18%.

• Developed and implemented new inventory management and purchasing process. Achieving a 16% reduction in expired product,

resulting in significant savings for Ophthalmologic Center CECOF.

• Reorganized the company structure leading to the identification of the positions that the company required in each department

resulting in cost reduction.

• Developed job descriptions to ensure staff duties align with the center vision and determine areas in need of training and

development.

• Initiated company strategic planning process. Setting priorities, supporting decision-making and aligning actions. Increasing

employee’s communication and performance, and enhancing the service provided.

• Integrated financial planning, establishing financial targets, and budgeting. Estimating cash requirements, and reaching financial

health.

• Identified new potential markets. As clients from outside of town have increased by 18%, recognized trends and established a

partnership with another center located outside of town leading to new growth goals.

Treasurer and Administrative Manager 2010 – 2011

• Saved Centro de Cirugía Oftalmológica, S.C. (CECOF) money through the policy of control standards called “Social cases and

exemption for payment”. Achieved 19% reduction in the amount of people treated in the Center without payment while increasing

control over the Social Cases (a group of low-income people who need to be treated in the Center.)

CORPORACIÓN DIGITEL, C.A. Caracas, Venezuela 2007-2010

A privately held telecommunication company; offers Mobile communication, Internet and home Phone services.

Commercial Management Specialist

• Increased responsiveness to dealer’s requirements and identified costumer’s needs in different cities of Venezuela by establishing

a support network to the sales channel (Authorized Dealers) nationwide.

• Achieved greater management control of the inventories movements by establishing a new model of inventory levels analysis.

LANGUAGES & SKILLS

Languages: Spanish and English.

Computer Skills: Microsoft Package and Capital IQ.

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