Customer Service Manager

Oscar Eduardo Garcia H

***** ** **** ***** *** PH206 PH: 305-***-****

Aventura, Fl 33160 Email: *******@*******.***

Oscar Eduardo Garcia H

Profile

Expressive, enthusiastic, sociable, spontaneous Industrial Engineer with over 10 years of experience

primarily in logistics, inventory, production, operations and customer service to manufacturing and

services companies. Focused on process design, improvement and implementation, operational and

logistics efficiencies and customer satisfaction making organizations more profitable through

reduced costs and increased revenues. Solid professional commitment and responsibility as well as

an excellent attitude to deal with people. A high communication outlook and enhanced leadership

skills and adaptability to changing situations.

Professional Highlights

Consolidated Airport Services / Miami FL, December 2013 – September 2014

General Manager / Avianca Cargo Account

Plans, develops and implements effective organizational strategies, as they relate to customer contractual

obligations and corporate goals.

Coordinates activities of all divisions or departments such as operations, sales, maintenance, or research

and development, to effect operational efficiency and economy.

Confers with support staff personnel in order to monitor, review, and implement appropriate operational

action plans as required.

Directs preparation of directives to division or department administrator outlining policy, program, or

operations changes to be implemented.

Complete P&L accountability for respective Operating Unit. • Manages managers who lead and the facility

work force at large.

Supports & implements Company policy initiatives. • Carries out leadership responsibilities in accordance

with the Company’s policies & applicable laws.

Latam Airlines Group / Miami FL, January 2013 – September 2013

Operations and Logistics Manager

Lead, direct and manage a logistics operation to ensure that the staff executes on delivering consistent high

quality level service and customer satisfaction; and achieves a profitable, cost efficient operations in

compliance with company policies and procedures.

1.

Lancargo / Miami FL, July 2011 – December 2012

Warehouse Operations Manager

2. Directed the warehouse supervisors to optimize the product placement according to the capacity of

the installed infrastructure (100,000 sq. ft) to ensure the quality control of the goods on a tight time frame.

3. Responsible of compliance with times of processes and sub process, breakdown of cargo and

passengers flights and (150 flights per week) for various products perishables arriving mainly from South

America and Central America estimating 4500 tons of cargo a week.

4. Responsible for increasing productivity through a combined work steps, reducing bottleneck

situations, timely relocating workforce according to the demands of the operation making sure the workflow

reaches its maximum potential.

5. Maintain performance statistics and ensure accurate record keeping of all operational documents

6.

Lancargo / Miami FL, August 2010 – June 2011

Import Control Center Manager

7. Perform process and time studies to determine production staffing requirements and formulate

improvements in areas of facilities, equipment, materials and personnel utilization.

8. Plan and monitor daily staffing schedules and adjusts accordingly to ensure adequate staffing levels

that support operational demands and business objectives

9. Key performance indicators implementation and measures of import process in a cargo airline.

Oscar Eduardo Garcia H

10. Ensure budget compliance of overtime manpower hours.

11. Compliance of 100% of the training that the company requires for all workers of the warehouse.

Statistical study of behavior and trends of itineraries freighter aircraft optimizing supply achieving a more

expeditious service.

12.

13. Lancargo / Miami FL, June 2008 - July 2010

Export Control Center Duty Manager

Scoping and key high-need between Commercial, Revenue and Management and Production; optimizing

and maximizing capabilities in the cargo and passengers aircraft ensuring excellent quality of service to

internal and external customer.

14. Develop extensive operational report of cargo, passengers and external flights.

Optimize communication channels between Revenue and Management, Network and Operations

15.

area.

International Aerospace Group. / Miami FL, June 2007 - July 2008

Project Development.

16. Develop and control inventory of aircraft engines parts in a warehouse working together with the

sales force to decrease inventory and increase sales by 30%.

17. In charge of organizing documents, doing flow charts, and research studies for a certification by ISO

9001.

18.

Cartonera Nacional. / Cali-Colombia, July 2003 - July 2005

Customer Service Manager

19. Developed and implemented a new department of customer service.

Managed the needs/requirements of high revenue commercial accounts through extensive follow-up

20.

procedures.

Worked with new customers in the development of new accounts.

21.

Achievement highlights

22. Developed and implemented a new department of control center of operations for import Lancargo

Miami.

23. Designed and implemented models of systematic audits for performance evaluations of work teams

for Lancargo in order to improve quality in the processes, increasing productivity per person and identifying

opportunities.

24. Developed of mathematical models by means of algorithms that allow Lancargo Miami to identify

demand and supply in the cargo business and complexity with the variability in the itineraries.

25. Implemented improvements in infrastructure equipment of the import warehouse of Lancargo Miami.

Additional Training and Conferences

Education

Universidad San Buenaventura - Cali Colombia

26. B.S Industrial Engineering: 1998-2003

Universidad de la Sabana - Bogotá Colombia

27. Certified in Costumer Service Management: 2005

Universidad ICESI - Cali Colombia

28. Certified in Packing Management: 2004

Professional organizations and Affiliations

Active member of SHPE (The Society of Hispanic Professional Engineers)

29.

Active member of Institute of Industrial Engineers.

30.

Oscar Eduardo Garcia H

I have an equivalent of the U.S degree of Bachelor of Science in Industrial Engineering at a

31.

regionally accredited institution of higher education in the United States issued by Josef Silny & Associates,

Inc International Education Consultants.

Languages

32. Fluent in Spanish and English

Nationality

Colombian and US Citizen

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