Manager Customer Service

ANTHONY HELIODORO PALOMAR

**** *. ***** **.

Cleveland, OH 44111

Phone: 330-***-****

Email: *********@*****.***

SUMMARY

Goal-driven operations, program and project manager with 20 years’ experience and proven track record in staffing, coaching, customer service, sales, budgeting, inventory integrity, vendor relations, accounts payable, technical repair, and quality assurance. Background in successfully leading employees and creating, analyzing, improving, and implementing process changes in retail stores, distribution centers, and repair center levels. Proven results in exceeding goals and improving quality through hiring process, training, and implementation of quality standards, expectations, and continuous process improvement. Multi-unit experience through partnership and accountability with third party contractors and third party facilities.

PROFESSIONAL EXPERIENCE

Best Buy – Cleveland Market 1994-Present

Best Buy Co., Inc. is the world’s largest consumer electronics retailer, offering advice, service and convenience – at competitive prices – to the consumers who visit its websites and stores more than 1.5 billion times each year. Additionally, the company operates businesses in Canada, China and Mexico. Altogether, Best Buy employs more than 140,000 people and earns annual revenues of more than $40 billion.

Distribution Center Warehouse Manager / Supervisor (March 2011 - Present)

Responsibilities of hiring, training, and coaching 40 general warehouse workers and administrative staff on expectations of warehouse space management, shipping, and receiving of consumer electronics and appliances. Ensure high level of inventory accuracy and safety performed by all team members, vendor receipts, and retail stores.

Responsible for continuous inventory accuracy of warehouse with over $400 million in yearly vendor receipts and shipments

Responsible for physical inventories and warehouse space management of regional distribution center and partner delivery centers with distribution network of 100 retail stores and commercial sales

Manage timely execution and shipment of all commercial and e-commerce sales

Project Manager and Program Implementation Manager

Multi-unit Manager for third party facilities and third party contractors

Transportation / Forecast / Planning Manager

Repair Center Operations and Project Manager (November 2003 - March 2011)

Hire, train, and coach service technicians and supporting staff on expectations of technical repair of consumer electronics. Responsible for hiring, payroll, and training process of 70 consumer electronics repair technicians and 40 administrative and warehouse employees

Manage timely and quality repair of consumer electronics resulting in overall improved customer satisfaction and reduced bottom line dollar costs

Budgeting and forecasting of business results and goals

Project and Program manager for Quality Team and Innovation Team

Responsible for Lean Six Sigma continuous improvement

Corporate project implementation Manager

ANTHONY HELIODORO PALOMAR PAGE 2

Inventory Supervisor and Manager (March 1996 - November 2003)

Supervised retail team members on accurate shipping, receiving, and cycle count of inventory product. Provided support to sales teams and responsible for cleanliness of store environment and surrounding property.

Responsible for continuous inventory accuracy and physical inventories of retail stores with $60 Million in annual sales

Manager overseeing cycle counts, inventory corrections, and physical inventory process

Supervised packaging, shipping, and receiving, of all out-to-vendor products. Obtained repair authorizations and managed accounts payable to vendors. Maintained inventory integrity of all products under vendor repair

Acted as Northeast Ohio market trainer of peer Inventory Supervisors and Managers

Awarded 8 Inventory Best in Region Awards for producing best quarterly business results in district

Operations Customer Service Representative, Senior, Service Technician (1994-1996)

Supervised customer service representatives and processed customer sales transactions. Provided customers PC and Home Theater technical support.

Utilized Labor Management, scheduling, and reporting systems

Ensured proper staffing levels to decrease customer waiting time

Accounted total daily sales revenue and submitted to accounts receivable / payable

Assisted in hiring administration and payroll processing

Performed computer peripheral upgrades and provided customer technical support

EDUCATION

Bachelor of Science – Biology 1997

University Of Akron – Akron, Ohio

Masters Business Administration 2014

Indiana Wesleyan University - Marion, Indiana

COURSES / SEMINARS

Warehouse Management Systems Training

Best Buy Management Training

Lean Six Sigma Green Belt 2009

Quality Assurance Management Training

Affirmative Action Training

Harassment Prevention Training

Protecting Customer Privacy

Loss Prevention Training

Strength Finder 2.0 Top Five Leadership Traits: Achiever, Strategic, Analytical, Competitive, Relator

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