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Manager Customer Service

Crystal Lake, Illinois, United States
October 08, 2016

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J. Cesar Jimenez

Crystal Lake, IL ***** 847-***-****

Operations Management Professional

Optimize process improvements through consistent emphasis on quality, customer service and organizational growth

Experienced operational leader with demonstrated talent in training, manufacturing, quality control, inventory, forecasting and budgeting. Described as process- and detail-oriented, as hands-on troubleshooter with strong people management skills. Prioritize client experience with exemplary customer assistance and support skills. Bilingual, fluent in English and Spanish.

Areas of Expertise:

Training Operations and Account Management Field Rapid Response Team Management

Manufacturing Supervision Account Service Quality Support Six Sigma / Lean

Continuous Improvement Microsoft Office (Excel, PowerPoint)

Professional Experience

BRIGHTSTAR, INC., Libertyville, IL 2013 – 2016

Operations & Service Account Manager

Managed reverse logistics services (RLS) of customer accounts, liaising with business operations team. Addressed customer inquiries related to cost, delivery, turnaround time and other issues in coordination with Operations Manager.

Improved throughput by resolving line-balancing challenges.

Recommended by management to manage training department. Directed, planned and executed training of 1.5K direct and indirect labor warehouse and office personnel, including senior management. Delivered instruction on basic policies and procedures, safety, security, 5S, ISO (9001, 14001, 18001, and R2), dangerous goods transportation and handling, and Global Harmonization System (GHS). Maintained training records for compliance auditing. Led problem solving / continuous improvement efforts.

• Improved communication related to audit findings by providing feedback and direction to Quality team auditors.

• Contributed to 87% start-up time improvement by leading small cross-functional teams in problem solving / continuous improvement opportunities.

• Clarified defects identified in audits by streamlining reporting to team members


Account Service Quality Support, Libertyville, IL 2009 – 2012

Functioned as final escalation point in addressing customer account concerns.

Resolved issues to customers’ satisfaction, retaining clients and maintaining active accounts.

Reduced new product introduction (NPI) field failure returns by 83%, from 3 weeks to 3 days.

J. Cesar Jimenez Page Two

MOTOROLA, INC. (Continued)

Decreased credit memo turnaround time by ~75%, from 20+ days to single-digit figures.

Realized 86% improvement in field-failure escalations remediated by assisting with troubleshooting of account difficulties within 48 hours.

oDelighted end users by expediting resolution, surpassing initial expectations.

Quality Assurance / Customer Loyalty Representative, Harvard and Libertyville, IL 2003 – 2009

Supervised special quality programs in alliance with key customers, serving as focal point for issues escalation. Intervened in concerns affecting high-stakes clients and providers. Managed field rework projects at multiple customer locations nationwide, addressing staffing, equipment selection, documentation, training and technical support. Appointed liaison for customer accounts sales and client representatives.

Contributed to cost avoidance and mitigated potential negative financial impact by providing fast responses to matters related to processing large returns, incurring scrap and issuing large credits.

Achieved costs 50% lower than average industry outsource run rates during field rework project.

Earned awards and recognition received for active participation in Motorola Quality System Review, ISO9001 certification and other programs.

Special Projects Supervisor, Libertyville, IL 1999 – 2003

Managed and published department metrics, including headcount report to determine staffing needs. Involved in staffing and hiring processes. Maintained budget and negotiated pricing for purchase of small equipment and supplies used in manufacturing. Assessed training needs for facility to achieve high-involvement workforce. Coordinated all aspects of training (forecasting, publishing training calendar, soliciting facilitators).

Established process providing 80% improvement on production tool delivery cycle time.

Award recognition for facilitating high-involvement training classes.

Additional Professional Experience

MOTOROLA, INC., Libertyville, IL

Production Supervisor


Master of Business Administration (MBA), Webster University, Elgin, IL

Bachelor of Business Administration (BBA), Specialization in Industrial Management, Minor in Electrical Engineering, Illinois Institute of Technology (IIT), Chicago, IL

Professional Development

Certified Facilitator for High Involvement,

Development Dimensions International (DDI), Libertyville, IL

Yellow Belt Certification, Completed Green Belt Training Courses, Motorola University, IL

Dangerous Goods Transportation Training, 2015

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