Customer Service Manager

Armando Gonzalez

***** ********** ***** • Cypress, TX 77429

******************@*****.*** • 832-***-****

REGIONAL MANAGER

Accomplished leader • Passion for sales and customer service • Top performer

Dynamic, results-driven manager with 25 year history of developing teams to deliver world class customer service. Solid track record of increasing sales, managing expenses, and implementing plans to address opportunities to maximize profits.

Key strengths:

Sales driver

Focus on customer service

Promote and implement developmental plans to get results

P&L management and budgeting to maximize profits

Exceptional communication, organization and time management skills

Recruit, hire, coach, and promote team members

Working knowledge of Microsoft Excel, Word, PowerPoint, and Outlook

Bilingual in Spanish

PROFESSIONAL EXPERIENCE

McLemore Building Maintenance

Regional Manager (March 2014-August 2015)

Managed regional area of commercial cleaning accounts from Beaumont-Port Arthur, San Antonio, Dallas-Longview, and Arkansas. Responsible for directing and managing project managers to ensure client’s businesses, chemical plants, and schools are cleaned with quality, safety, and cost optimization using Healthy High Performance Cleaning and using Green Seal products. Promote best practices including, rigorous staff training, and process management, and customer reviews to better serve our customers and provide leading-edge industry service.

Flexi Compras

District Manager (Sept 2009-Feb 2014)

Managed district of 11 lease-to-own stores located inside Wal-Mart and HEB stores with combined yearly total rental revenue of over $400k. Responsible for recruiting, hiring, and coaching new employees on sales and collections techniques to increase sales and achieve company standards. Direct and motivate team to increase sales, reduce collections, and manage P&L to deliver results that exceed company expectations. Audit stores to ensure processes are being followed, identify opportunities, and implement plans to ensure standards are met. Create and maintain positive relationships with partner store leadership through clear communication and timely visits to stores.

Selected achievements:

Won the Sales Driver Award for exceeding company sales goals.

Developed a strong team through technical training, focus on unparalleled customer service, and leading by example.

Exceeded company standards resulting in revenue increase of 10% from prior year.

Fine-tuned under-performing stores from previous management and turned them around.

Set higher expectations and instituted individual accountability resulting in 25% revenue increase in first year.

TitleMax

General Manager (Feb 2012-May 2013)

Managed all store operations to ensure that loan transactions, customer payments, collection activities were properly performed in accordance with company policy. Increased store performance through customer relationship development, marketing, employee training and managing store operating expenses.

Selected achievements:

Generated over $700k in new loans to customers in first six months of new store opening.

Exceeded company expectations by profiting within 3 months of operation.

Increased profit to over 25% within first 6 months of operation.

Rent A Center

District Manager (Sept 1995-Sept 2009)

Provided leadership, mentoring, and training for 8 locations in the Houston area to ensure all locations complied with established procedures and practices for sales and collections. Protected company assets by completing audits, inventories, and P&L expense management reviews. Ensured timely and effective execution of all company programs, policies, and processes.

Selected achievements:

Increased profits year over year by 10% by increasing sales and customer retention.

Maintained employee retention and promoted managers that were developed by MIT program designed by RAC management.

Exceeded company standards for total revenue growth by 10% yearly.

EDUCATION

Bachelor of Business Administration, Southwest Texas State University, 1987

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