Customer Service Manager
Resume:
Evangelina Gonzalez
Corpus Christi, TX 78415
***************@*****.***
Mobile: 361-***-****
Dedicated customer service manager with 15+ years of experience in storage/rental and food retailer settings. Consistently achieve high customer satisfaction rankings, exceed monthly goals, and responsible for improvements to the bottom line. Demonstrated leadership, communication, analytical, organization, and planning skills. Ability to handle stressful situations and provide positive feedback to prevent future occurences. Ability to prioritize and handle multiple tasks. Vision for attention to detail.
Areas of Expertise
Cust. Service/Retail Management
Complaint Handling & Resolution
Teambuilding & Training
Customer Satisfaction Enhancement
Front-End Supervision
Reservation & Margin Improvement
Cost-Reduction Strategies
Computer Literate
Bilingual
Professional Experience
U-Haul Corpus Christi, TX
Traffic Control Manager, 11/01 to 01/15
Previous Positions: Daily Reservationist, 11/99 to 11/01
Promoted to South Texas Traffic Control Manager to assist, train and supervise daily reservationists and independent dealers on a daily basis. Create an environment in which customers receive high levels of service and employees are motivated to deliver top performance. Responsibilities/accomplishments include:
Review Reservation Report daily to determine if all same day reservations are covered and scheduled.
Review Transfer Report daily to make sure all equipment transfers are being coordinated through Traffic dept. and set up in AMT.
Make sure reservation managers are moving reservations to locations with excess equipment.
Provide assistance with any potentially hard to fill reservations.
Ensure all customer contact is clearly documented in the notes section.
Identify all locations not scheduling customers by 1pm in the Covered but Not Scheduled dashboard and bring to MCPs attention.
Ensure RMs are utilizing the electronic tools we have in place and instant messenger instead of phones.
Review all company daily, monthly, and weekly reports to ensure we are on schedule and pace to meet expectations and budget.
Establish a plan with Area Field Managers to move excess trailers and SRI to more productive locations.
Work with rate analyst to identify any opportunities for Alternate Destination options.
Review Rotation quotas in the Rotation Management Console and request new assignment if needed.
Establish a plan to improve utilization by entitiy and model….
Ensure that Reservation Managers are researching and resolving reporting issues on the Inventory issues report.
Review Overdue Equipment in AMT. Verify that all overdue equipment is followed up on by the field. Follow up with demand letters and stolen authorizations.
Ensure all dealer hours are correct and that holiday hours are entered.
Cover reservations for pick up today based on Scheduling Log availability.
For reservations without available equipment identify options, establish a plan of action to cover, implement appropriate coverage tactics.
Exceed goals on a monthly basis resulting in PCP.
Excel in numbers compared to other marketing areas, Austin, San Antonio, Houston.
Travel to cities for sales pitch to get new dealers onboard and be a Uhaul dealer.
Assist MCP with daily routines when asked to.
Train independent dealers.
Exemplified the second-to-none customer service delivery for which ABC Superstore is nationally renowned in all interactions with customers.
HEB Grocery Company Corpus Christi, TX
‘88 to ‘98
Produce Manager, ‘91 to ‘98
Previous Positions: Meat Dept. Associate, ‘88 to ‘91
Work with and delegate duties to subordinate employees. Show other employees proper department technique, store guidelines, and the overall H-E-B work experience. Manage and execute all Produce and Floral Processes. Coordinate with the Merchandising Director the Event/Promotion Process, Pricing Plan Process and Space Plan. Point of Contact for overall Produce/Floral Products and Attributes. Conduct team shift huddles. Responsibilities/accomplishments include:
Responsible for the production, customer service, ordering, maintenance and merchandising functions of the Produce/Floral Team.
Specifically responsible for ensuring the training and mentoring of Produce/Floral Production Team Partners in Produce/Floral product knowledge and attributes.
Provide feedback on how to make shopping experience better for Customers, working experience better for Partners and share any ideas that may be beneficial to the Business.
Fosters a sense of teamwork among Produce/Floral Team and focuses them on common goals.
Collaborate with the Merchandising Director to help construct the weekly Produce/Floral labor schedule.
Manages the performance of, develop and coach Produce/Floral Team Partners.
Communicate scorecard expectations, progress toward those expectations and deliver results.
Introduced training programs that enhanced employee performance and helped build a motivated workforce.
Education and Training
Del Mar College – Corpus Christi, TX
'88 to'90
Some college credit hours completed; concentration in nursing and business studies
: Basic Ergonomics
: OSHA 30
: Process Safety Management
: Developing a Culture of Safety
: OSHA Record Keeping
Training: Completed numerous Uhaul online courses and seminars in customer service, sales strategies, inventory control, loss prevention, time management, leadership, and performance assessment.
References available upon request.
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