Customer Service Management
Resume:
ISRAEL OTERO, JR.
**** *. ***** ******, *-*** ● Federal Way, WA 98003 ● Home: 253-***-**** ● Cell: 206-***-**** ● ******.*******@*****.***
DIRECTOR
OF OPERATIONS
STRATEGIC PLANNING P&L SALES OPERATIONS TALENT MANAGEMENT
Results-oriented and decisive regional operations executive skilled in development and oversight of profit
objectives, business development initiatives, and improvement plans to enhance underperforming vertical markets
Proactive, client-focused and collaborative leader with demonstrated success in development of key customer
relationships, integrated technological product sales, implementation and service delivery platforms; customized
client service solutions
Forward-thinking and versatile senior manager with ability to identify vertical market strategies focused on organic
growth, direct and indirect costs, expenses, gross revenue and net profits
Proven success in mentoring, motivating and retaining teams to maximize performance and build rapport with
clients, staff, and other key stakeholders to ensure positive customer relations and service excellence
Versatile and forward-thinking professional exceptional ability to lead, inspire and empower individuals and teams
AREAS OF EXPERTISE
Operations Management ● Business Development ● Sales/Marketing ● Budgeting/Forecasting
Strategic Business Solutions ● Process Improvements ● Team Leader/Motivator ● Multi-Site Management
Staff Supervision/Training/Performance Management ● Competitive Analysis ● P&L Management
Client Relationship Management ● Sales Process Management ● Vendor Management ● Technology Implementation
Human Capital Management
PROFESSIONAL EXPERIENCE
Securitas Security Services USA Inc. Apr 2007 – Jul 2014
Area Vice President – Seattle, WA (Mar 2012 – Jul 2014)
Oversaw and managed regional operations for Western Washington and Alaska with responsibility for sales and
marketing, customer service management, budgeting and financial analysis, human capital management and personnel
development for $48M area portfolio.
Key Achievements:
Business Development – Led identification and development of new business with establishment of key customer
relationships, customer service delivery platforms, integrated technological service solutions and development of
improvement plans for underperforming vertical markets and branch locations .
Client Retention – Successfully renegotiated client contracts valued at $17M annually for 5 years or 35% of area
portfolio; achieved 95% client retention for the area over the last two years.
Revenue Growth – Utilized internal and external organic growth strategies to increase gross revenue by 17%
annually over the last two years.
Team Leadership – Oversaw, trained, motivated and managed staff to maximize productivity and focus on organic
growth, direct labor, expenses and cost control measures resulting in increased gross revenue and net profits.
Competitive Analysis – Researched and maintained an in-depth knowledge of competitive activity within region;
analyzed data to provide recommendations on areas of improvements and strategic marketing initiatives.
Process Improvements – Introduced and maintained standardized systems and improved processes to maximize
profitability and enhanced efficiency.
Branch Manager – Tampa, FL and Seattle, WA (Apr 2007 – Mar 2012)
Managed and oversaw business operations for three $ 3-8M business portfolios in two Branch offices.
Key Achievements:
Client Retention– Established and maintained high-quality customer service with a 94% retention rate over 5 years
and recognized for Outstanding Client Retention and Security Solutions Technology Implementation.
Revenue Growth – Successfully implemented value-added services technology in 35% of business portfolio, utilized
internal and external growth strategies that resulted in an increase in gross revenue of 36% and 24% net profit
average over five years.
Team Leadership – Supervised, trained developed and motivated staff to continuously improve financial and
operational performance by maintaining a positive and professional environment; formulated business development
and operational strategy and established performance goals.
ISRAEL OTERO, JR. PAGE 2
Norred & Associates, Inc. / St. Moritz Security – Orlando, FL Mar 2005 – Apr 2007
Director of Operations / Regional Manager
Oversaw $5-10M business portfolio for three branch offices throughout Central and Southern Florida including
operations, sales, marketing, talent management and human resource administration.
Key Achievements:
Revenue Growth – Implemented internal and external organic growth strategies that resulted in gross revenue
increase of 16% and a net profit of 10%.
Client Relations/Retention – Developed and maintained key working relationships with clients to develop further
business and ensure on-going business with achievement of 97% client retention over 2 year period .
Cost Controls – Established cost control strategies in the areas of fleet managem ent, inventory management and
control, capital expenditures, labor management resulting in a cost saving of 200K over a two year period.
P&L Management – Met financial objectives by forecasting requirements, preparing budgets, scheduling
expenditures, analyzing variances and initiating corrective actions.
Security Forces, Inc. – Altamonte Springs, FL Mar 2003 – Mar 2005
District Operations Manager
Managed daily operations for a $7M business portfolio with the responsibility of overseeing operations, cost control,
quality assurance and administrative services.
Key Achievements:
Client Relations – Established and developed key relationships with clients to improve service and ensure d
continuous client satisfaction resulting in a 94% client retention rate.
Cost Savings – Implemented cost reduction measures resulting in a reduction of direct and indirect costs resulting in
a net margin improvement of 8.7%.
Quality Assurance – Ensured contractual compliance and quality service with daily oversight and monitoring of all
services.
EDUCATION / PROFESSIONAL DEVELOPMENT
Olympic College, Bremerton, WA – Criminal Justice Administration
Washington State Correctional Officer’s Academy, Burien, WA
PROFESSIONAL DEVELOPMENT
Branch Manager Leadership Certification
Global Achieve Professional Selling Skills Certification
Six Sigma Green Belt
Marine Corps Security Force Nuclear Assets Security Management Training Certification
Federal Emergency Management Agency
o Emergency Program Manager
o Principles of Emergency Management Program
o Basic Incident Command System
o The Professional in Emergency Management
CERTIFICATIONS
Maritime Security ISPS and MTSA Certification
PROFESSIONAL AFFILIATIONS
ASIS
BOMA
IFMA
VFW
American Legion
Contact this candidate