Edgar Serrano

216-***-**** ada6af@r.postjobfree.com Cleveland, Ohio

Sales and Marketing

Territory and market development

Suggestive and assertive sales techniques, introduction of new products and services

Adherence to and promotion of company philosophies, missions and goals

Preparation and presentations of contracts, contract negotiation

Identification of consumer trends and behaviors

Dynamic presenter to small and large groups

Dedicated to providing superior customer satisfaction

Demonstrated ability to significantly increase sales and customer base

Bi-lingual (English/Spanish)

Departmental Management

Excellent analytical and troubleshooting skills

Effective and efficient team leader

Supply chain process and inventory management

Proven results in corrective and preventive action in daily operations

Program development and implementation

Experience

R&R White Glove Kleaning Services June 2012 to present

Supervisor Cleveland, Ohio

Coordinate and monitor work activities of janitorial crew. Communicate clear instructions to crew regarding scope of work, proper use of equipment/supplies and safety procedures according to each account’s specifications. Perform quality control walk through before leaving each account. Maintain detail records of training, safety issues and equipment maintenance. Crew consistently receives Excellent on customer’s Quality Assurance reports.

Midwest-Direct Presort March 2010 – February 2012

Facilities Manager/Corporate Trainer Cleveland, Ohio

Developed, implemented and conducted training programs (in English and Spanish) for new hires and cross training of existing employees on machine operations (Criterion, MLOCR and RJ-10), Safety Awareness, HAZCOM, Quality Control Inspection and Tow Motor. After implemented new training program, mail delivery failures due to operator errors were reduced by 37% and safety related incidents were reduced by 63% from previous year to date. Ensured that all maintenance projects scheduled for buildings and grounds (landscaping, waste removal, snow removal, plumbing, HVAC, cleaning and security systems) were completed safely, on schedule and within budget. Directed programs to ensure facilities remained in compliance with OSHA and HAZMAT. Utilized decibel meters and indoor air quality monitors to assure compliance with OSHA and EPA standards. Coordinated maintenance (interior and exterior) projects for 200,000 sq. ft. facility in Cleveland, Ohio, 40,000 sq. ft. facility in Pittsburgh, PA., and 10,000 sq. ft. facility in Copley, Ohio. Researched, prepared and submitted projections for company projects. Communicated with internal customers (department heads) to schedule work that would minimize interruption of their production schedules. Maintenance expenditures reduced by 24% from previous year to date of assuming maintenance supervisor position.

EGS & Associates October 2005 – April 2010

Home Remodeling Contractor Cleveland, Ohio

Marketed home remodeling by meeting homeowners, conducted contract negotiations, prepared bids and scheduled projects. Remodeling jobs included interior and exterior repairs, demolition, painting, hanging and finishing dry wall, minor plumbing (changing fixtures, installing tubs and sinks) and landscaping projects.

Lakefront Communications, LLC. February 1999 – August 2005

Call Center Supervisor Cleveland Ohio

Started as part-time telemarketer and promoted to supervisor after eight months. Supervised twelve-person sales and lead generation call center utilizing automated dialer (ACT CRM). Conducted interviews, hired, trained and coached reps, monitored call production and quality to comply with customers’ goals. Coached and counseled phone representatives to improve performance and took appropriate action when needed. Handled escalated customer calls, assured that quality customer service, retention rate and order entry were provided in accordance with company policies and procedures. Also assisted in company project development, implementation and fulfillment. Consistently exceeded production and customer service benchmarks.

Houston International Exchange May 1984 – December 1998

Authorized Distributor Houston, Texas

Marketed MCI business and residential services and products. Developed business by cold calling, implementing highly successful door-to-door program and setting up kiosks at special events/venues and retail locations. Very successful at developing new business by evaluating sales trends and identifying new opportunities. Consistently received MCI recognition for sales achievements and customer satisfaction.

Education

University of Houston: completed two years of course work in Applied Business and Marketing.

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