Ernesto Guancia, MBA

***** * ************ ***., ***. 317, Oklahoma City, OK 73120

Phone: 405-***-*****E-mail: adx0vv@r.postjobfree.com

EDUCATION AND TRAINING

Doctor in Business Administration (Completed academic unit requirements only)

Master in Business Administration (Graduated)

Bachelors in Business Administration (Graduated)

Human Resources Management (Graduated)

Training Facilitation Certification (Completed)

SKILL SETS

Ten years of progressive leadership roles building teams and exceeding production levels.

Dynamic leader who consistently motivates others towards success.

A strategist in building the human capital to accomplish the goals of the organization

Behavioral Health SOP and billing.

Sales and Supply Chain Logistics

MS Office Suites and Windows Servers

FileMaker Pro Database Developer

Salesforce

ThinkHealth

WORK EXPERIENCES AND ACCOMPLISHMENTS

Water Analyst/Sales Administrator, the American Water Company, Oklahoma City, OK

(Nov 2017-Jul 2018)

SOLD 51 units of GE Pro Elite Whole House Water Filtration Center at $9, 9998.00 per set.

Designed and implemented logistics preparation flow for company’s immersion training, the best so far according to its owner and its National Sales director.

Assist and support the National Sales Director in running day to day operations of sales team. Coordinate and provide logistics support for trainings and events, performance evaluations, sales representatives test kits and supplies, and creating and publishing productivity reports. Monitor and provide accuracy guidelines in Salesforce entries and reports. Visit customers in their homes and provide expert knowledge in improving the quality of their household water.

Customer Support Manager, OrionNet Systems Software Development, Oklahoma City, OK

(Aug 2016-Sep 2017)

Troubleshoots with my team an average of more than one hundred end users phone calls a day.

Reviewed, designed, and implemented work processes that resulted to double production rate.

Review, develop and implement customer service policies and procedures (recognize common issues from phone calls). Review customer complaints and handle complex and escalated customer service issues. Track customer complaint resolution and monitor accuracy of reporting and data base information (phone log). Analyze relevant data to determine customer service outputs. Identify and implement strategies to improve quality of service, productivity and profitability. Liaise with company management to support and implement growth strategies. Identify training materials for customers based on calls received. Plan, prioritize and delegate work tasks to ensure proper functioning of the department. Ensure the necessary resources and tools are available for quality customer service delivery. Co-ordinate and manage customer service projects and initiatives. Direct the daily operations of the customer service team. Evaluate and manage the performance of staff. Identify and address staff training and coaching needs. Define and communicate customer service standards.

Sales Professional, Group1 Automotive, Oklahoma City, OK

(Jun 2015-Aug 2016)

SOLD an average of fifteen new and used vehicles per month.

Has the only record of sales that generated a profit of $20,000.00 in a single sale transaction.

Process customers’ inquiry about Toyota vehicles to Road to Sale. Meet and greet

customers, evaluate their desire for new Toyota needs, match evaluated needs to

right vehicles and have customers test drive, like and love the vehicle through effective technical demo. Close the sale for commitment and assist customers in financially purchasing the vehicle. Prepare, set, and deliver the vehicle. Follow through with the customer and turn him or her customer for life.

Logistics Manager, Pilot Thomas Logistics Services, Oklahoma City, OK

(Jun 2010-Apr 2015)

The most organized and productive Manager according to most of CDL drovers managed.

The most JIT delivery of goods and services in all of the shifts worked.

Responsible for effectively managing the productivity of oil field staff and equipment. Responsible for on time delivery and proper completion of customer Orders, optimizing product sourcing decisions while managing routing and staffing. Responsible to ensure all within the boundaries of FMCSA Hours of Service regulations, as well as the other Federal, State and local laws and company policy. Effective communicator manages effectively and productively teams work schedule while providing exceptional customer service.

Billing Manager/Quality Assurance Manager, AACI, San Jose, CA

(Apr 2003-Jun 2010)

Timely and accurate revenue collection of yearly $7 million behavioral health services.

Instituted data entry automation work processes to cut down man hours by fifty percent.

Responsible for Behavioral Health Department’s maintenance and accuracy of patient information database, patient services recording, patient insurance billing, County contracts billing, and monitoring contracts requirements and compliance. Used proprietary FileMaker application in patient database recording and uploading to County Unicare. Utilized Unicare application to record services and to invoice County monthly. Upload billing services data through FileMaker, Unicare, and Excel to ClaimRemedi. Published weekly, monthly, quarterly, and yearly productivity reports for providers. Assist in department’s preparation for yearly budgets.

REFERENCES AVAILABLE UPON REQUEST

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