Customer Service Operations Manager

Joseph Diaz

Birmingham, AL 205-***-**** cell **********@*****.***

summary

Retail leader with track record of exceptional customer service and a strong work ethic. Professional with impressive organizational skills and experience developing goals and objectives. Great communication skills in working with internal/external customers to outline process improvements and resolution of issues. Bilingual

(fluent oral and written Spanish skills).

Professional experience

Assistant Manager, 2019-Present Conn’s HomePlus

• Positively manage and motivate up to 14 employees at Store #257 with a focus on customer-centric service to maintain company standards and expectations.

• Recruit, interview, train and manage employees – sales personnel, key holders, porters, and customer service representatives.

• Work to increase sales continually, even during the Pandemic, with growth as high as 20 percent. Above company standard of LTO conversion of 15 percent.

• Serve in absence of a Store Manager with duties to oversee scheduling, time sheets, adjustments, cycle counts, hanging 30 TVs per year, and more.

• Resolve customer disputes and complaints in order for the 1,050+ customers per month (based on store clicker) to continue to shop and buy at Conn’s HomePlus.

• Expand brand recognition in the Hispanic community while establishing and maintaining customer loyalty.

• Oversee sales floor stocking while taking tremendous pride in store appearance.

• Assist other stores as needed, including Montgomery, Mobile and Roebuck locations.

• Maintain inventory control with minimal adjustments on annual inventory above company standards.

• Only took 2 vacation days in first year of employment. Consistently worked nights/weekends/holidays to keep up with the demands and needs of staff, customers and a brand new store in a new market. Operations Manager, 2018-2019 LED Solution

• Strategic and driven Operations Manager solely responsible for developing superior relationships with customers and vendors.

• Maintain material staging plans while managing multiple projects in a fast-paced environment.

• Track material delivery dates, locations, and inventory dollars throughout the nation for successful project management.

• Protect company assets by adhering to policies and procedures.

• Oversee product selection, and develop audit schedule based on input from sales. Joseph Diaz

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Sales Consultant, 2012-2017 Cadillac of Birmingham

• Experienced automotive Sales Consultant with a proven record of increasing sales by 20% year-over- year in a highly competitive industry.

• Developed a book of business by establishing relationships with customers and networking at business and community events to gain referrals.

• Ranked in the Top 5 Dealer Consultants in the state. Named a Mark of Excellence Award Winner, GM’s highest national honor presented to Top 2% of sales consultants. District Operations Manager, 2007-2012 HHGregg Appliance Superstore Local Distribution Manager/Warehouse Manager, 2005-2007 HH Gregg Appliance Superstore Customer Service Representative, 2001-2005 HH Gregg Appliance Superstore

• Managed 4 supervisors and 30 employees in a 100,000 square ft. distribution center that successfully serviced 100,000+ customers throughout the Alabama Market, reflecting 13% of HHGregg’s total market.

• Oversaw a variety of logistics functions including prompt, efficient and accurate handling of merchandise, as well as the receipt and storage of goods, order-filling, and shipping.

• Administered home delivery operations, product service, reverse logistics, overall inventory management, productivity, accuracy, loss prevention programs, and overall customer service for both internal and direct consumers.

• Developed objectives for areas that aligned organization goals for each supervisor; managed resources in order to meet Birmingham Distribution Center financial goals.

• Implemented safety, security, and housekeeping programs.

• Recruited and hired hourly employees while handling associate relations issues and enforcing disciplinary actions when needed.

• Handled customer inquiries, complaints, billing questions, and service requests.

• Held Full P&L responsibility.

• Managed high-volume workload within a deadline-driven environment. Successfully diffused volatile customer situations.

• Made service changes, recommended service operations, scheduled installations, reduced irregularities and suggested methods to eliminate inefficiencies. EDUCATION & SKILLS

• Cleveland State University, Cleveland, Ohio. Earned credit hours towards a BS degree

• Graduate of Lincoln-West High School, Cleveland, Ohio

• Microsoft Office & Internet computer skills

References gladly provided upon Request.

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