Business Development Customer Service

Ramon Calvillo

Bay Area, CA *Willing to relocate **********@*****.*** 916-***-****

www.linkedin.com/in/ramon-calvillo

Bilingual English/Spanish

General Leader (Manager)

Accomplished and results-driven professional with over 20 years of experience overseeing local, regional, and national airline and facilities services. Skilled in steering business turnarounds, facilitating business development initiatives, and creating solid internal structures that are both expandable for future growth, and responsive to market challenges. Highly organized and positive servant leader possesses the capability to manage timelines and streamline operations with performance excellence and proven ability to perform multiple tasks. Excellent interpersonal communication skills with strength to lead the organization to build key functional relationships with employees, clients, and key decision makers. Proven expertise in:

●Operations Management

●Strategic Planning & Analysis

●New Business Development

●Profit & Loss Management

●Team Building & Leadership

●Exceptional Customer Service

●Cross-team Collaboration

●Issues & Dispute Resolution

PROFESSIONAL EXPERIENCE

Orkin/Rollins – Bay Area, California

Special Services Group Manager, Nov 2022 to Present

•Responsible for estimating, quoting, RFPs.

•Quality control and customer satisfaction.

•Fleet management, Supplies monitoring and ordering.

•Recruitment, training.

•P&L, Metrics and Administrative duties.

Branch Manager Trainee, Dec 2021 to Nov 2022

Assuming leadership of an entire operation.

Exceptional People Development skills, with a proven track record of leadership development of others, to include field evaluations, addressing coaching opportunities and training.

Inspirational leadership skills, with experience in delivering customer retention results, with development of a motivated team dedicated to improvement of Customer Service and Retention, through continual training, and follow through on our commitment.

Dynamic Sales Leadership skills, with a background of successful revenue generation and growth, through motivation and holding teams accountable for results, and daily check in of activities,

Superior Operational leadership skills, with experience in managing a Profit and Loss (P&L) statement and strategically investing in growth with balancing expense margins

High Level of Recognizing and Developing Talent, when recruiting, selecting and training, of all sales, service and customer service staff, including management

Ability to relocate to an open location.

The Matworks Company – Northwest, USA

Account Director, May 2021 to Nov 2021

Responsible for the overall execution of contract deliverables and client satisfaction of my assigned account which covered California, Idaho and Montana. I acted as the main point of contact for all client issues and related items.

Key Contributions:

•Delivered quality services for all client locations including monthly visits to provide routine contact with customers and QA Managers, as well as supervise account operations.

•Plan, execute and bill for wet work projects, utilizing Pronto and Corrigo.

•Drove add on sales of services to new or existing customers in or around their area of responsibility.

•Tracked and trends data to support performance management needs (established KPI’s and SLA’s). Responded to requests from the customer within 1 hour and communicated with them, the action plan to resolve any issues/requests within 24 hours.

•Submitted and approved Expense reports via Concur for direct reports, if applicable.

•Demonstrated effective communication skills and interpersonal skills with all levels; communicates updates to Subs, Customers and Managers.

•Demonstrated and maintained an extremely high regard for confidential and sensitive information.

•Made recommendations to client contact and implemented or guided implementation of new and/or modified systems and programs.

•Met with client contact and customer administrative and supervisory staff; as well as contractors to plan and organize programs, systems policies and/or procedures as it related to new or modified services.

•Monitored flow and quality of work to assure timely completion of workload and adherence to company and facility's standards and regulations.

•Submitted all equipment repair requests for approval same day. Interviewed independent contractors to receive and analyze bids as needed for subcontracted services with the approval of the VP of Operations.

Haynes Building Service – Bay Area, CA

Northern California Area Manager, November 2019 to May 2021

Responsible for the daily supervision of cleaning associates including training and development, timekeeping and budgets. Supervises and coordinates activities of cleaning associates at commercial and industrial accounts. Deliver active functional support to the leadership team in managing daily operations. Ensure accounts operate according to contract and service agreements. Initiate internal control system by adhering and enforcing regulatory compliance and company policies. Outsource and report to corporate management for any future business opportunities.

Key Contributions:

In addition to working with the Branch Manager, develops and maintains high level of customer service through a scheduled program of calling and meeting with all property managers within the assigned accounts.

Contact external customers to assess the job quality and make recommendation on how to improve job performance.

Manage all associate issues, warnings, suspensions working with HR and upper management.

Assist in the startup of new accounts and provide information to management.

Always maintains confidentiality, to include Marsden and client financial and associate related information.

Is knowledgeable of and enforces all company policies and procedures to include operational directives, safety goals and objectives.

Conducts daily informal and monthly formal building inspections to maintain a quality level that meets the customer’s and the company’s standards. These are submitted to the branch manager for feedback and training.

Maintains an inventory of cleaning products and supplies and ensures cleaning equipment is accurately inventoried and in safe working order. Responsible for repairing and maintaining some equipment.

Trains and develops site supervisors and/or leads to operate the assigned buildings in their absence.

Time keeping and payroll duties.

Airport Terminal Services – Oakland, CA

General Manager, June 2017 to November 2019

Manage and coordinate all the aspects of aircraft ground-handling, passenger services, cargo operations for multi airline station. Deliver active functional support to the leadership team in managing daily operations. Ensure accounts operate according to contract and service agreements. Initiate internal control system by adhering and enforcing regulatory compliance and company policies. Outsource and report to corporate management for any future business opportunities.

Key Contributions:

Established and bolstered relationships with other airlines to sign contracts with ATS, going from one contract to five within a six-month period.

Enhanced management decision-making by providing reports on the budget and sales activities.

Recognized as main point person for corporate executive team, customers and on-site leadership.

Developed programs to alert irregular operations, which could cause delays, safety issues or otherwise.

Boosted team skills by implementing training, mentoring, peer assessment and staff performance testing based on airline specifications.

Spare Time Sports – Eldorado Hills

Facilities Director, June 2012 to June 2017

Oversaw and streamlined all the facets of sports fitness club and health spa facility. Steered various functions of all building systems including mechanical, electrical, fire/ life safety, elevators, pool, HVAC.

Key Contributions:

Created annual budget based on last year’s numbers and predictions for coming year’s expenses.

Led departmental human resources functions, comprising hiring, terminations, discipline, training and scheduling of all maintenance staff.

Four Star Couriers – Oakland, CA

Supervisor, May 2006 to June 2012

Scheduled all drivers’ routes to ensure proper time management and higher customer satisfaction. Processed a high volume of purchase orders, to ensure confirmation of safe delivery of goods and timely and accurate billing.

Key Contributions:

Designed and organized schedules that led to 30% increase of deliveries in a shorter amount of time.

Achieved maximum level of customer satisfaction with timely deliveries and promptly resolving client’s issues.

Additional Experience:

Ground Services MGR, North American Airlines – San Jose, CA September 2003 to May 2006

Relief Supervisor, American Airlines – San Jose, CA, April 1988 to September 2001

EDUCATION AND CERTIFICATION

Associates Degree, Sociology

Ohlone College – Fremont, CA

IPM Pest Management

Purdue University

Certificates

Train the Trainer and Load Master

Certified Pool Operator, CPR, A+, IT

Google Cybersecurity Professional Certificate

Microsoft Cybersecurity Analyst Professional

Google IT Support Professional

Licenses

Branch 2 Field Rep

Applicators

608 EPA Type 1, 2 and 3

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