Customer Service Manager
Resume:
AUGUSTINE L. ZARAGOZA
Artesia, CA *****
562-***-**** - adzprw@r.postjobfree.com
PROFESSIONAL SUMMARY
Multi-talented Service Manager & Parts Manager successful at handling customer issues quickly and effectively. Demonstrated record of developing successful store-wide policies to promote customer engagement and reduce issues. Bringing 28 years of progressive experience. Coaching and mentorship Reporting and documentation Team building Process optimization Task delegation Customer service Team management Communications Relationship development Project organization Business operations First Aid/CPR MS Office Process improvement Problem resolution Invoice generation Organization Inventory management Administrative support Security systems Planning and coordination Supervision Operational improvement Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. SKILLS
● First Aid/CPR
● Boom & Scissor lift cert.
● Microsoft Office
● Inventory Auditing
● Operations Management
● Inventory Management
● Safe Job Site Set-Up
● Forklift Operation
WORK HISTORY
03/2022 to Current Parts Manager & Service Manager Westrax Machinery – 19618 S. Susana Road Rancho Dominguez CA
● Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
● Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
● Ordered parts for customers, repair shops and service department for use in construction and heavy equipment.
● Processed and reshelved return orders, checking for discrepancies, potential usage and parts issue.
11/2020 to 01/2022 Warehouse Manager
Aegion Corporation – 18841 S. Broadwick Street, Rancho Dominguez Ca
● Cleaned and maintained warehouse in compliance with OSHA safety standards.
● Oversaw upkeep of equipment and physical condition of warehouse, identifying and ordering needed repairs, renovations and replacements.
● Redesigned warehouse layout to accommodate new equipment, maximize space utilization and optimize processes.
● Completed timely and accurate daily logs to keep internal reporting accurate and track materials movements.
09/2016 to 10/2020 Service Manager
United Rentals
● Hired, trained and developed service department staff to drive performance
● Collaborated with customers to offer solutions to service needs
● Defined department objectives and monitored performance to facilitate operations
● Adhered to customer service standards to foster satisfaction and retention
● Researched and provided timely resolution to service discrepancies
● Delivered positive reinforcement and constructive criticism for employee work efforts
● Monitored employee performance through effective analysis of key metrics
● Reviewed inventory levels and ordered supplies to keep products in stock
● Managed service department budget and investigated and resolved discrepancies
● Prioritized and delegated daily work tasks to meet anticipated project goals
● Motivated, led and supported employees to maintain high turnover
● Created employee work schedules to keep shifts properly staffed
● Informed and educated department employees on changes from management
● Pitched in to complete various duties during peak periods or employee
● Summary
● Skills
● Experience absences
● Upheld team productivity and quality objectives by se ing and maintaining clear benchmarks for service
● Eliminated knowledge gaps by managing continuous training and mentoring strategies for new and junior personnel
● Mitigated project downtime by effectively managing, scheduling and dispatching technicians for on-site repairs
● Established and enforced clear safety policies to protect workers from injury
● Inspected completed work to assess quality and identify skill or ability issues
● Monitored employee work levels and optimized performance with strategic approaches.
12/2013 to 09/2016 Parts Manager
H & E Equipment Service
● Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies
● Taught junior employees how to meet operational and sales goals with proactive strategies
● Reduced expense spending, securing low-cost inventory for customers to drive client retention
● Reduced process lags, managing daily parts operations such as fulfilling service requests, generating orders, tracking inventory and maintaining profit margins
● Maintained high service delivery quality and efficiency by monitoring service writer and technician performance
● Enhanced sales by implementing merchandising and promotional improvements
● Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations
● Mitigated financial discrepancies by managing claims processing, damaged goods, backorders, overages and shortages
● Organized and updated schedules to optimize coverage for expected customer demands
● Established individual parts inventory levels to balance stock for maximum inventory turns
● Researched and identified alternative vendors with be er prices to save company money
● Improved sales and inventory management by effectively controlling daily parts program activities through maintaining parts demands
● Received, examined and reshelved returned parts
● Monitored and adjusted inventory to minimize obsolescence numbers. 02/2010 to 12/2013 Parts Manager
Ahern Rentals Inc
● Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies
● Taught junior employees how to meet operational and sales goals with proactive strategies
● Reduced process lags, managing daily parts operations such as fulfilling service requests, generating orders, tracking inventory and maintaining profit margins
● Connected with service department daily to understand needs, provide assistance and collect feedback to optimize operations
● Established individual parts inventory levels to balance stock for maximum inventory turns
● Researched and identified alternative vendors locating parts for various machines
● Managed employee schedules and daily assignments
● Received, examined and reshelved returned parts. 02/1993 to 02/2010 Parts Manager
Ingersoll-Rand
● Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies
● Taught junior employees how to meet operational and sales goals with proactive strategies
● Reduced process lags, managing daily parts operations such as fulfilling service requests, generating orders, tracking inventory and maintaining profit margins
● Maintained high service delivery quality and efficiency by monitoring service writer and technician performance as to what was needed daily
● Enhanced sales by implementing merchandising and promotional improvements
● Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations
● Mitigated financial discrepancies by managing claims processing, damaged goods, backorders, overages and shortages
● Organized and updated schedules to optimize coverage for expected customer demands
● Established individual parts inventory levels to balance stock for maximum inventory turns
● Partnered with managers to implement operational enhancements for parts on the self, and inventory
● Increased productivity, effectively managing employees and crew while coordinating dispatching activities and daily ordering processes
● Trained staff on data entry, report generation and protocols while supervising parts assistants to improve productivity and customer interaction
● Performed random audits weekly to verify inventory accuracy and availability
● Managed employee schedules and daily assignments
● Received, examined and reshelved returned parts
● Used forklift equipment to move parts to delivery bays, observing safety protocols to avoid accidents and product damage
● Assisted multiple dealer's in identifying parts for down units. EDUCATION Cypress College - Cypress, CA
X-Ray Technician
Some College
Microsoft Word, Excel, Power Point. Rental-man, SAP, CONCORD, Catalyse HAZ/MAT Cert
People Soft, ARI, Sum Total. EPIC, NAPA pro-link, E-Pro, e-Emphasys, IntelliDealer, Rental-Man, SAP,
1992 High School Diploma – Tracy High School.
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