Manager Customer Service
Resume:
David L. Sanchez
Westminster, Ca, 92683
Cell: 951-***-**** • ***********@***.***
Management
Regional General Manager/ Senior Production Manager/Service Manager/Asst. Production Manager, Ethical and innovative leader with broad-based experience in Business, Operations, Production and Finance. Results driven with documented record of P&L success at a Fortune 500 company. Organizational leadership strength lies in the ability to articulate a vision, develop strategic plans, set priorities, communicate, and deliver results to improve profit and growth. Key qualifications include; Professional Highlights
Veterans Administration, VA-GLA Nov 2013 to Present Senior Plant Manager and Business Manager for the VA Greater Los Angeles Healthcare System, (VA-GLA). The plant operation is the largest, most complex healthcare system within the Department of Veterans Affairs. It is a component of the VA Desert Pacific Healthcare Network (VISN22) that provides services to veterans residing in Southern California consisting of three ambulatory care centers, a tertiary care facility and ten community base outpatient clinics treating veterans residing throughout the following counties: Los Angeles, Santa Barbara, and San Luis Obispo. The primary purpose of the Plant Manager-Business Manager position is to serve as the Laundry Operations Specialist in the Textile Care Facility Service at the VA Greater Los Angeles Healthcare System. Directly responsible to manage and direct:
Develop business/budget plans
Control operating and equipment expenditures and capital improvements
Oversees staffing
Direct the customer satisfaction survey program, and develop any needed revenue generating policies and procedures
Direct the operational activities of the textile facility to meet the textile requirement of the four major medical hospital centers: LOS ANGELES VAMC, LOMA LINDA VAMC, LONG BEACH VAMC, AND SAN DIEGO
Develop work flow procedures, methods, work schedules and production standards for each area within the Textile Care Facility
Develop and implement production and maintenance training programs for the workers in a timely and effective manner
CORNERSTONE RECORDS MANAGEMENT, LLC, Sterling Partner’s Feb 2011 to Nov 2013 Cornerstone Records Management is a national, full solution records and information management company. Specializing in organization’s information policies to include digitizing documents, paper and media storage to data protection and document destruction.
Regional General Manager – Los Angeles, CA
In charge of the company’s Southern California Operations and Sales teams. Managed four facilities that consisted of 2 document storage facilities, data protection vault and a plant based shredding facility. Specialized in contract renewals, customer partnerships, customer service, and new business opportunities. Laser focus on cross-selling opportunities with existing customers. Additional responsibilities included:
Managed the P&L responsibility for a $23.5 million in sales region and recently recognized for achieving the Operational and Field EBITDA goals for FY-2012.
Reduced lost business by 65%. Responsible to establish business relationships with the Top 50 accounts of the L.A. Region. Effectively sold RIM solutions to address destruction schedules, scanning solutions and cross-selling services to achieve organic growth. Presented flexible contract renewals that targeted existing client requirements.
Additional responsibilities include: enforcement of Cornerstones NAID and HIPAA Policies, Budgeting and Forecasting, Cost Control, New and Organic Growth, Customer Satisfaction, AR Collections, HR Management, Service Delivery Route Management and Succession Planning for future management candidates. BUDGET UNIFORM RENTAL Feb 2010 to Nov 2010
Located in Gardena, CA, Budget Uniforms, family owned, is a provider of uniform rental apparel, restroom supplies and safety cleaning services. Provides services to approximately 1200 businesses in the Southern California Region. Uniform Service Manager – Gardena, CA
In charge of the company’s service department and responsible to hire, train and develop service delivery drivers. Specialized in contract renewals, negotiated price increases, maintained service to existing customers, restructuring/re- routing service routes and goodwill visits to clients. Additional responsibilities included:
Human Resource Management: Provided performance evaluations to drivers. Conducted training seminars.
Solved customer service concerns and specialized in customer retention by successfully renewing existing contracts. Personally mentored twelve route drivers with a total weekly rental volume of $120K to the location’s bottom line.
ANGELICA TEXTILES May 2009 to Dec 2009
Headquartered in Alpharetta, GA, ANGELICA Corporation is a provider of outsourced linen management services to the U.S. healthcare industry.
Operations Manager - Colton, CA
Recruited by senior management to turn around, restructure, implement Six Sigma concepts, and maintain P&L responsibility. Managed and provided trend analysis of all production operations and service department efficiencies. Provided leadership, guidance, training and managed 210 employees of the ANGELICA Colton, CA facility.
Reorganized the plant floor layout to increase production flow that resulted in an increase of 11% in production requirements from employees. This improvement resulted in a net savings of 150K per month of linen expenses.
Utilized Six Sigma practices and reduced personnel by 20%, resulted in a reduction of payroll by 1.1 million in annual wages.
Restructured the facility to improve staffing, cost, efficiency, and quality control. Implemented a Q&A program that yielded a 5% increase in customer satisfaction. CINTAS CORPORATION (CTAS) Apr 2004 to Apr 2009
Headquartered in Cincinnati, OH, CINTAS Corporation is a FORTUNE 500 company that provides highly specialized services in uniform and apparel, first aid health and safety, document management and ultraclean bathroom sanitation. General Manager - Los Angeles, CA Apr 2006 to Apr 2009 Requested by senior management to turn around, implement, lead, and maintain P&L responsibility for one of CINTAS, largest operations. Managed all daily operations of office administration, service department, production department and new business sales department. Provided leadership, guidance, training and managed 184 employees of the CINTAS Pico Rivera, CA facility.
Led and maintained P&L responsibility for a $23.5 million in sales location and increased profits from 8% to the locations highest profit outcome of 11.5%.
Turned losses into profits by developing new business and improving operation costs in FY07, 08 and 09, resulting in an increased profit margin of $5.3 million yearly.
Additional responsibilities include: enforcement of CINTAS Policies, Projections and Long Range Forecasting, Cost Control, Revenue Growth, Customer Satisfaction, AR Collections, HR Management, Service Delivery Route Management and Succession Planning for future management candidates. Senior Production Manager - Ontario, CA Jun 2005 to May 2006 Managed day-to-day operations of a CINTAS 95,000 sq. ft. laundry production facility. Hired, train, supervised, and scheduled 118 + supervisory, lead and hourly personnel.
Improved bottom line results in 6 months by reducing production expenses from 23.5% to 18.3%, savings of $120K per month.
Consistently recognized for exceeding Key Performance Indicators, (KPIs), by utilizing Six Sigma concepts that supported 43 delivery service routes that contributed to 120K in daily sales.
Responsible for all production expenses. Projected production costs on a monthly basis according to projection timetable to maintain or reduce cost throughout the fiscal year.
Maintained production schedule processing approximately 32,000 garments per day and supplying $35K in weekly hygiene products to route drivers.
Recognition for having one of the most proficient running plants. Resulted in a promotion to GM. Uniform Service Manager – Valencia, CA Mar 2005 to Jun 2005 Managed the operation’s service department and responsible to hire, train and develop service delivery drivers. Specialized in customer renewal agreements, negotiated price increases, maintained service to existing CINTAS customers and goodwill visits to customers. Additional responsibilities included:
Human Resource Management: trained and developed route drivers. Conducted route rides to evaluate driver performance. Provided performance evaluations to drivers. Provided training seminars.
Customer Service and Delivery: Solved customer service concerns and eliminated service problems whenever possible. Maintained customer goodwill program . Specialized in new customer pre-install visits. Oversaw the service fleet for proper appearance and maintenance.
Personally mentored nine route drivers with a total weekly rental volume of $85K to the location’s bottom line. Successfully implemented price increases of 5% and established sales goals to add product to existing customers and increased rental revenue. Specialized in Lean Route Structuring. CINTAS CORPORATION-CONTINUED
Asst. Plant Manager – Ontario, CA Apr 2004 to Mar 2005 Maintained the day-to-day operations of a 133 person 24 hour uniform washing facility. Processed over 36,000 garments per day and washed a total Linen/Dust demand that generated $700k+ to the weekly sales of the region. Key achievements:
Proven troubleshooter. Developed standards to maintain the production flow of laundry. KPIs requirements were implemented for each department within the plant. Resulted in an efficient running plant reducing OT to zero.
Conducted a Reduction-in-Force study to eliminate all temporary labor. Resulted in a total labor savings of $180K yearly.
Improved on-time delivery of processed rental products to (3) major CINTAS rental branches. On-time delivery minimized delivery shortages to rental customers and increased net billings for the region. U.S. MARINE CORPS – Various Locations
Military experience includes Supply Logistics, Supply Chain Management, requisitioning of materials and equipment, receipt and storage, and redistribution of materials to appropriate commodities . Education
B.S., Business Management-University of Phoenix
NAID Certification
HIPAA Compliance Certificate
Six Sigma/Green Belt-Certificate
General Manager College-Cintas Corporation
OSHA Compliance-10 Hour Course-Certificate
Supply Chain Logistics Management/Senior Level-US Military
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