Customer Service Manager
Resume:
Eliezer Colon
Saint Cloud, FL *3772
Home – 321-***-****
Email - *************@*******.***
Dear Sir or Madam,
Please accept this letter in application for the management position currently available within your company.
As you can see from my enclosed resume, I have record and the experience you are looking for in Customer Support Management and Operations Management.
I am confident that my personal skills, education and practical work experience can be put to valuable use in your organization.
My objective is to associate with an organization that demands and rewards excellence, while providing long term opportunities for advancement and personal growth.
I would appreciate the opportunity to discuss my credentials with you at a mutually convenient time.
Respectfully,
Eliezer Colon
*************@*******.***
Enc: resume
Eliezer Colon
3280 Rambler Ave
Saint Cloud, FL 34772
Hm – 321-***-****
Email – *************@*******.***
Objective:
To secure a challenging management position with a progressive organization that promotes professional development.
Summary:
To obtain a position where I can utilize my experience as Operations Manager, Customer Support/Service Manager, as well as my interpersonal skills. I am a highly motivated person who can operate efficiently, swiftly and without supervision. Accustomed to dealing with people at all levels to ensure positive results. Able to learn quickly and detailed-oriented.
Education:
1992-1995 Rafael Lopez Landron, Guayama, Puerto Rico – High School Diploma
2001-2002 Valencia Community College, Orlando, FL – General
Language:
Bilingual – English/Spanish
Skills:
Excel/Word/Internet/Windows 95/97/2000/Vista/XP/Windows 7&8
Excellent and Strong Customer Service Skills (Personal/Phone)
Great eyes to catch mistake, problem solving, multitask and others related to work. Develops and uses collaborative relationships to facilitate the accomplishment of work goals. Build strog relationship with customers and retailers.
Experience
09/2014 - 11/2016 RM2 USA Inc.
Position: Customer Support Regional / Operations Manager
Duties as Customer Support / Operations Mananger:
•Travel Monday - Friday Domestic and International
•Manage staff 20+
•Working with all functional areas, sales, service, operations, IT, asset management of the country and international.
•Responsible for customer interface, build strong relationship, site surveys installing, new customer implementations, training staff on process and procedures.
•Assist sales with implementation of idepots, develop control and asset protection.
•Investigations
•Oversees Asset Recovery to ensure there is enough inventory for sales.
•Build and develop Customer relationship at the decision maker level.
•Increments the sales and develops operation control and asset protection.
•Locate the correct manufacturer to return all assets to use the normal export procedure of each company, reduce cost of returning our assets to the U.S. recovers pallet, and reduce transportation cost.
•Manage Customer Service Transactions including AR, procedures, implementations, ect. in order to clean up old transactions and to develop communications.
•Data entry (SAGE)
•Implement Operational Depot/iDepot.
•Generates new contract for manufacturers and distributors.
•Completes special tasks, such as implementation of TPMs, as necessary.
•Data Entry
•Meet with Retailers and Distributors to sign them into the program.
•Perform any other duties/tasks as needed and assigned.
•Responsible and accountable for managing regional client operations. Focus on all pertinent operational issues critical to running daily operations including: quality of product, receiving, inspecting, repairing inventory, shipping and operational cost accountability.
•Ensure the inspection and quality of our asset at customer and depot level.
•Maintain relationship at all locations involved with utilizing platform
•Establish, inspect and manage quality standards for platform solutions
•Monitor and maintain platform flow process at new facilities, return and recycling centers.
•Monitor corrective action scan accuracy for invoicing, billing/inventory management.
•Develop and foster partnership with the 3rd Party Vendors managing the facility to drive compliance and standards.
•Ensure successful implementation and continuation of Quality Process Control Plan.
•Support platform reuse and misuse/abuse project.
•Assist with audits, asset management, spider investigations and recovery programs as needed.
•Provide support for implementation/de-implementations as needed.
•Provide customers with training, reporting, and analytics to determine platform quality
Experience
02/2009 – 3/2014 iGPS LLC, Inc Orlando, FL
Position: Customer Support Regional Manager / Field Operations Manager
Duties as CS Regional Manager:
•Travel Monday to Friday Domestic and International
•Manage staff 50+
•Responsible for managing and working with all functional areas, sales, service, operations, IT, asset management of my assigned region.
•Responsible for customer interface, build strong relationship, site surveys installing, new customer implementations, training on iGPS equipment and process and procedures.
•Audits
•Assist sales with implementation of idepots, develop control and asset protection.
•Oversees Asset Recovery to ensure there is enough inventory for sales. Ensure safe guard of our pallets through proper pallet utilization and returns.
•Build and develop Customer relationship at the decision maker level.
•Increments the sales and develops operation control and asset protection.
•Locate the correct manufacturer to return all assets to use the normal export procedure of each company, reduce cost of returning our assets to the U.S. recovers pallet, and reduce transportation cost.
•Manage Customer Service Transactions including AR, procedures, implementations, ect. in order to clean up old transactions and to develop communications.
•Implement Operational Depot/iDepot.
•Generates new contract for manufacturers and distributors.
•Completes special tasks, such as implementation of TPMs, as necessary.
•Update Salesforce and Bloodhound database.
•Meet with Retailers and Distributors to sign them into the program.
•Perform any other duties/tasks as needed and assigned.
Duties as Field Operations Manager:
•Travel Monday to Friday Domestic and International
•Manage 5 warehouses in 7 states, (NC, KY, TN, WV, VA, MD and DE)
•Responsible and accountable for managing regional client operations. Focus on all pertinent operational issues critical to running daily operations including: quality of product, receiving, inspecting, repairing inventory, shipping and operational cost accountability.
•Investigations
•New Implementations
•Ensure the inspection and quality of our asset at customer and depot level.
•Maintain great relationship at all locations involved with utilizing platform
•Establish, inspect and manage quality standards for platform solutions
•Monitor and maintain platform flow process at new facilities, return and recycling centers.
•Monitor corrective action scan accuracy for invoicing, billing/inventory management.
•Develop and foster partnership with the 3rd Party Vendors managing the facility to drive compliance and standards.
•Ensure successful implementation and continuation of Quality Process Control Plan.
•Assist with audits, asset management, spider investigations and recovery programs as needed.
•Assist with TPM / iRecycler pilots and conversions as needed.
•Provide customers with training, reporting, and analytics to determine platform quality
•Other duties/tasks as assigned
Experience
12/2004 – 08/2008 ACE Air Conditioning, Inc. Orlando, FL
Position: Warehouse Operations Manager
Duties as Warehouse Operations Manager:
•Open (6am) and closed (5pm) warehouse on daily basis
•Primarily responsible for planning, controlling and directing all activities necessary for the efficient operations of all orders selecting, shipping, receiving and general warehouse activities.
•Manage staff 25+
•Educate and train staff
•Employees schedules
•Payroll
•Create and Implement procedures to receive/send, unload/load, sort and store all incoming and outgoing freight accurately and efficiently.
•Continually monitors inventory levels and efficiently communicate these with the supply chain department.
•Maintain warehouse clean, organized and safety in accordance with both, company and governmental standards.
•Monitor warehouse inventory to ensure warehouse shrink is the lowest level possible.
•Train and develop warehouse personnel to achieve department objectives and to increase a given employees capacity to assume additional responsibilities in the future.
•Assist other branch managers in researching and developing new techniques and procedures to increase the overall efficiency of the warehouse operations.
•Fork Lift Operator
•Shipping & Receiving
Experience
05/2005 - 12/2005 Aluminum Alquitectural Techniques Orlando, FL
Position: Warehouse Assistant Manager
Duties as Assistant Warehouse Manager:
•Assist warehouse manager with the daily warehouse operations.
•In charge of shipping, receiving, unload/load, sort, store, organized all incoming and outgoing freight accurately and efficiently.
•Monitor inventory levels and other materials if needed to restock inventory.
•Fork Lift Operator, assembly all materials for projects with personnel.
•Maintain clean and organized warehouse at all times
•Shipping & Receiving
Experience
04/2005 - 9/2005 Matix Corporation. Orlando, FL
Position: Collector, Customer Service Specialist
Duties as Collector and Customer Service Specialist:
•Working in a fast paced call center environment.
•Collecting and processing current and past due payments to credit card owners.
•Helping customers by answering all their questions about their account.
•Train new employees on software used to for collection
Experience
3/2001 – 2/2005 Starwood Portfolio Services. Orlando, FL
Position: Customer Service Supervisor/ Document Administration
Duties as Customer Service Supervisor / Document Administration:
•Working at a fast pace call center environment.
•Helping customers by answering questions about their mortgage accounts.
•Inbound/Outbound calls
•Training Staff
•Process payment for current and past due accounts
•In charged of posting all Automatic Clearing House (ACH) program and Automatic Credit Card (ACC) payments programs.
•Verify that all documents received are filled out correctly and accordingly.
•Weekly mortgage report for review by management, also weekly reports of letters mailed to owners.
•Working hand to hand with upper management on special projects and different designated tasks.
•Helping fellow employees with questions related to work.
•Working directly with our treasury department to request refunds, overpayments, research and fixing any posting errors on accounts.
Experience
01/2000 – 12/2000 Amerisource Corporation. Orlando, FL
Position: Shipping/Receiving Clerk/ Fork Lift Operator
Duties as Shipping/Receiving Clerk/ Fork Lift Operator
•Filling orders for domestic and international customers
•Shipping Federal Express packages to domestic and international customers around the world.
•Customers Inbound/Outbound calls
•Researching missing orders for customers
•Quality control specialist, verify that orders are filled our properly and correctly.
•Forklift operator, loading and unloading inbound and outbound loads.
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