Manager Customer Service

Albert Gonzales

*** **** **** ********, ***** *5093 214-***-**** **********@*****.***

OBJECTIVE To secure a challenging position that will capitalize on my communication, leadership, and customer service skills.

BACKGROUND An enthusiastic and energetic professional with strong training, development, and

team building skills and the proven ability to motivate others to achieve goals.

AREAS OF • Strategic Planning • Solicitation, Selection, &

EXPERTISE • Budgeting & Forecasting Managemement of Vendors

• Cost & Labor Plans • Knowledge of DOT, FAA,

• Personnel Supervision & OSHA Regulations & QUALCOMM

Training • Establishing Safety Programs

• Performance Evaluations • Time & Resource Management

• Developing & Implementing • Warehouse Operations

Policies & Procedures • Logistics/Dispatching RFID/XADA

• Creating Training Programs • Production Management

• Process Improvements • Proficient Computer Skills

Professional Experience

Brinker International (Chili’s) 07/08 to 07/11

Manager High impact floor manager experienced in all aspects of daily operations of a 4 million

dollar restaurant. Operated within multi-stores training staff in sales and service techniques, guest

relations, performance standards; recognized ability to handle guest complaints, while maintaining

focused objective during a shift. Highly motivated and staff oriented with excellent mediation skills.

Keg Steakhouse and & Bar 1/06 to 05/08

Manager – Las Colinas, TX. (01/07 to 05/08)

As a manager on duty I performed 100% table visits and quality checks. I consistently upheld superb labor percentages due to enticing other employees to cross-train and empowerment. Met all duties for

opening and closing of the store. Hired and trained all new wait staff. Maintained weekly statistics on server sales on food, L/W/B. Promotions for the restaurant which included hotel / airport visits.

Server / Bartender – Las Colinas, TX. (01/06 to 01/07)

FedEx Express 11/92 to 6/06

Manager – Air Operations – Fort Worth Alliance, TX (2004 to 2005)

Assigned to troubled hubs throughout the United States to identify/resolve critical problems and improve operational efficiency and profitability. Developed, implemented, and led high-impact training programs for new and veteran employees. Managed as many as 50 employees based on location and size of facility. Conducted facility and department evaluations: individual performance evaluations as well. Analyzed operations; mentored/motivated individuals and teams; re-engineered procedures and processes to improve productivity. Provided executive management with monthly PowerPoint presentations depicting findings, recommendations, and results.

• Established and enforced safety programs that significantly reduced injury claims and improved employee attendance/retention.

• Totally re-engineered the Miami/Dade County operations, established new routes, and improved customer satisfaction.

• Worked with facilities throughout the U.S. to implement new container procedures significantly improving efficiency.

Manager – Logistics – Indianapolis, IN

Developed and implemented procedures and processes for logistical operations for a 24/7 facility. Controlled a $2.5+ million dollar budget and managed 74 employees. Oversaw inventory control and payroll for 1500 employees. Developed and implemented safety and operations training.

• Sourced, selected, and negotiated contract with repair vendor for refurbishing severely damaged containers that had been out of service for as long as 5 years.

• Redesigned container layout and procedures while providing the tools for the facility to pass FAA and corporate audits for the first time in history.

• Negotiated the current employee cell phone contract that significantly reduced costs.

• Called on prospective and unhappy customers to establish good faith and increase business opportunities

Manager – Air Operations – Fort Worth Alliance, TX (1995 to 2001)

Assigned to 12 separate departments in the Dallas/Fort Worth area to identify and resolve problems.

• Implemented procedures for Truck Dispatch/Trucking to ensure compliance with DOT regulations and on-time response.

• Managed the Heavy Weight Department handling packages weighing over 100 pounds and requiring forklift use.

Ramp Agent – Memphis, TN (1993 to 1995)

Handler – Memphis, TN (1992 to 1993)

EDUCATION CCI – Memphis, TN: completed 2 year business school

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