Customer Service Management
Resume:
Houston, TX, *****
******.********@*****.***
Arthur Pichardo
Skill Sets & Qualifications
• Bilingual (English/Spanish)
• Experienced in business development, management, promotions, marketing, sales, human resources, and IT
• Experienced with cash handling, money transfers, and financial solutions, payroll, and accounting software
• Expert with Microsoft Office Suite (Excel, Word, Outlook, Powerpoint)
• Proficient with Mac OS, Windows, and Linux, HTML, CSS, Website Development and Management
• Highly trained and practiced with computer software and hardware for over two decades
• Rapid adaptability to work in any environments
• Effective in managing high stress and long period work environments
• Strong analytical and problem-solving skills
• Awarded and Decorated Military service in overseas assignments
• Excellent communication skills and contract negotiation
• Effectively interfaces with clients and projects a clean, and professional image
• Highly Charismatic and committed to achieving stellar goals
• Demonstrated leadership in motivating a diverse workforce
Professional Experience
~ Break in work period for personal injury ~
Workforce Analyst / Data Specialist 10/2015 - 01/2016
The Mens Wearhouse / Tailored Brands
Compiled weekly/ monthly metrics for CEO/Executive personnel
Oversaw the operation of employee time-off requests
Collected data and produces standard reports related to an IT process or service
Scheduled meetings, trainings sessions, and other related items for various employee groups without impacting service levels or customer satisfaction scores
Completed ad-hoc reporting requests as needed
Monitored contact activity for the supported departments through the day and recommend intra-day staffing adjustments
Analyze staffing needs in advance of new business opportunities
Wrote documentation in a clear, concise manner, adhering to standards
Department Manager 01/2015 - 11/2015
Phoenicia International Foods
Majority of the time spent using independent judgment in making employment-related and business decisions, or effectively recommend such decisions including but not limited to product and department related strategies, hiring, promoting, disciplining, suspending, discharging, rewarding or otherwise engage in resolving Partner-related matters
Oversaw entire Department operation to ensure superb product and customer service
Assured product delivered to customers is of optimum quality and in-stock conditions
are maintained
Worked with sales personnel to generate new business and maintain current client
relations
Merchandised departments to maximize sales
Maintained a high degree of product knowledge
Ensured that all government and company regulations and standards for product
freshness, safety, refrigeration and sanitation are met
Maintained multiple vendor relationships
Worked to achieve set department budget that contributes to the stores long range
goals
Managed product ordering and inventory controls
Monitored and managed product, labor, and wrap expenses to ensure budget requirements
Worked with other department managers and Chef team to effectively deliver results
Point of Contact : Gloria Gianelli (773) 844- 4997
Property Manager
ASW Allstate 01/2009 - 02/2015
Recruiting and staffing strategies to optimize business unit talent acquisition and retention
Design, develop, and implement training and Standard Operating Procedures including safety, management, supervisory, and value-added training
Communicate organizational changes and assist managers and employees as needed
Assure all locations comply with all federal, state, and local laws governing employment
Coordinate, manage, and measures safety program including training, compliance, policy development, and workers’ compensation
Measure performance report to corporate human resources and management
Manage employee performance evaluation process, performance improvement plans and career development process
Provide value-added services including strategic management, leadership development, and project management
Assist managers with employee relation issues and activities
Act as an impartial counselor in employee disagreements
Assist with performance evaluations and develop succession plans for employees
Actively involved in employee surveys and focus groups
Educate managers and employees regarding company policies/procedures
Point of Contact : Sylvia Salinas 713-***-****
- Break for Military Service -
Manager/ Broker/ Account Executive
Ft Bend. Pawn, Pinnacle Properties 10/2004 – 01/2009
Developed account plans and long-term sales pipeline to increase company's market share.
Focused on larger deals/opportunities and value and/or volume portfolio management, and selling a range of company products and solutions.
Works with management to develop future business plans; independently determines methods for achieving plans.
Extensive time spent working with and leveraging a diverse set of external partners.
Built strong professional relationships with key IT and business executives, including C level Executives.
Applied consultative-selling techniques to identify and advance opportunities that result in ongoing profitable revenue growth for the company.
Maintained high-level of customer loyalty and built trust and integrity, as indicated in the company conducted surveys and reports.
Point of Contact: Dan Rayne 281-***-****
Military Experience
U.S. ARMY
Petroleum Laboratory Specialist / Maximum Security Prison / Disaster Relief Squad Leader/Security Section Leader/ All Wheel Vehicle Mechanic / Sergeant (E-5)/ Honorably Discharged and Awarded for Meritorious Service
Operation Iraqi Freedom - Baghdad, Iraq 2009-2010
Hurricane Ike - Disaster Relief - Texas
Hurricane Katrina – Disaster Relief - Louisiana
• Training, Management, and Supervision of Soldiers for Support Operations
• Coordinate Daily, and Situational Operations
• Petroleum Mobile and Home Laboratory Operations
• Process analytical data and logistics
• Emergency Center Coordination, Disaster Response Team Management
• Identify sources and types of contamination and deterioration and makes recommendations for reclamation and disposition
• Furnish required quality surveillance reports to higher headquarters
• Perform organizational and preventive maintenance and calibration on laboratory equipment.
• Receive samples and conducts tests on petroleum products
• Report findings in accordance with ASTM test methods
• Evaluates test results with specification requirements and makes recommendations regarding product disposition.
• Applies fire prevention and safety control procedures in handling volatile petroleum, oils, and lubricants products
• Personal Security Detail combat zone, high value personnel
Point of Contact: SFC Cheryl Minks 832-***-****
Education
Khan Academy Computer Sciences and Programming Present
Stanford Online Education Programming Methodology Present
Skillsoft Online - Six Sigma Lean Certification Courseware 2009 – 2010
American Intercontinental University 2009 – 2010
FT Lee, Virginia School for Petroleum Laboratory Operations 2007 – 2008
Lone Star College, Houston, Texas 2005 – 2008
US Army Correspondence Courseware 400 Course Hours
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