Property Management Leader with Strong Customer Service Skills

Denis Collazo Wong

North York, ON 437-***-**** *************@*****.***

PROFESSIONAL SUMMARY

More than 15 years of experience working in fast-paced environments, guarantying results, performance and quality improvement

Over 11 years of experience in management positions providing excellent customer service, improving performance, sales/revenue and operational excellence.

Over 5 years of sales experience managing complex sales cycles.

Exceptional communication skills to provide leadership to a team and support customers

Proven experience providing excellent service and ensuring ultimate customer's satisfaction.

Proven leadership ability and solid work ethic.

Strong ability to lead by example, act with integrity and develop and foster strong stakeholder relationships.

Strong ability to collaborate with colleagues to achieve the best results for the company.

Strong ability to show initiative and take on additional assignments.

Proven interpersonal skills to liaise with other departments and people within the organization.

Extensive mentoring and leadership qualities to train and develop team members.

Strong Ability to perform repetitive tasks

Good leadership abilities in establishing strong and sustainable relationships with colleagues, inspiring, motivating them and ensuring a high standard of satisfaction and cooperation.

Dependable, punctual and highly adept in building working environment relations.

Strong Ability to evaluate and install computer hardware, network software, and operating system software

Strong foundational and comprehensive knowledge in IT, including Hardware, Backup Technologies, Networking, Software, Infrastructure Technologies and Services, Operating Systems, Directory Services and Data Storage.

Knowledge of security software programs

Experience planning and implementing large scale IT improvement projects

Passion for learning and engaging with new work environments WORK HISTORY

November 2023 -

Present

Store Manager @ Sherwood Electromotion Inc.

– Ontario, Canada

• Oversee daily operations of store.

• Plan, direct and evaluate the operations of the departments engaged in wholesale.

• Monitor store stock levels and ensure appropriate stock is maintained.

• Report on inventory levels, supply chain progress and procedural efficiency to upper management.

• Receive, inspect, and store incoming stock.

• Study market research and trends to determine consumer demand, potential sales volumes and effect of competitors' operations on sales.

• Setting and achieving sales target according to company requirements.

• Improve financial performance of store by driving sales target upwards.

• Determine merchandise and services to be sold, and implement price and credit policies.

• Source and negotiate with vendors when necessary to procure merchandise for resale.

• Plan budgets, authorize expenditures, and monitor revenues.

• Manage budgets to guarantee optimal use of resources.

• Control operating expenses to maximize profitability.

• Develop and implement marketing strategies.

• Analize and anticipate future supply needs and optimize inventory management.

• Ensure high standards of customer service is provided continuously.

• Manage sales and dispatches, ensuring accuracy.

• Ensure compliance with health and safety regulations of all employees.

• Maintain accurate records of stock levels and sales transactions.

• Analize sales reports and identify areas for improvement.

• Ensure a positive, memorable customer experience be provided.

• Handle and manage complaints.

• Foster customer loyalty.

• Evaluate and improve customer service and respond to customer requests and issues.

• Identify and resolve stock discrepancies.

• Manage security/loss prevention.

• Implement and maintain inventory control systems and procedures.

• Conduct regular stock audits and inventory counts.

• Execute marketing/visual merchandising guidelines.

• Develop and implement procedures to improve efficiency, quality and accuracy.

• Ensure the store and sales area is organized, clean and a safe environment.

• Manage staff and assign duties.

• Address staffing requirements, including the hiring, development and retention of staff.

• Train new store personnel.

• Conduct performance reviews of staff.

• Assign and schedule tasks and monitor performance of staff.

• Provide guidance and motivation to store personnel.

• Supervise, manage and mentor employees.

• Work closely with purchasing, production and other departments to ensure timely and accurate store stock availability.

• Communicate effectively with team members, management and other departments regarding inventory status and issues. November 2022 -

November 2023

Technician/Wind Turbine Slip Rings @ Sherwood Electromotion Inc.

– Ontario, Canada

• Inspect incoming Wind Turbine Slip Rings.

• Disassemble Wind Turbine Slip Rings.

• Inspect and adjust parts and components.

• Test and repair components.

• Work with electrical systems and service specific parts (for example rotors, motors, electrical components, Slip Rings etc.).

• Work on a variety of repair jobs.

• Read the work order and examine the component assigned.

• Locate the cause of faulty operation and repair it.

• Test the equipment to verify it is fully functional.

• Refer to manufacturers’ specifications and manuals.

• Dismantle faulty assemblies and repair or replace worn or damaged parts.

• Reassemble, adjust and test the repaired mechanism.

• Provide scheduled maintenance services.

• Advise customers on work performed.

August 2018 -

August 2022

Network Infrastructure and Operations Manager/Subway System

@ Empresa Pública Metropolitana Metro de Quito – Quito, Ecuador

• Network administration and maintenance.

• Analyze user requirements, and design and develop system architecture and specifications.

• Coordinate and operate the use of local and wide area networks.

• Develop and conduct design verification simulations and prototype bench tests of components.

• Work with other IT professionals or departments within an organization.

• Supervise, inspect and provide design support during the manufacturing, installation and implementation of computer and telecommunications hardware.

• Fix, enhance and install computer networks, software and operating systems.

• Lead and coordinate teams of engineers, technologists, technicians and drafters in the design and development of computer and telecommunications hardware.

• Configuring computer networks and systems.

• Research, design and develop information and communication system network architecture.

• Troubleshoot network and systems failures.

• Research, evaluate and integrate network system and data communication hardware and software.

• Identify and solve any problems that arise with computer networks and systems.

• Assess, document and optimize the capacity and performance of information and communication system networks.

• Analyze computer hardware problems, rectify it, service and replace parts when necessary.

• Lead and coordinate teams of design professionals in the development and integration of information and communication system architecture, hardware and software.

• Represent the clients’ interests before the manufacturer when equipment has to be sent to the latter for repair.

• Establish and maintain relationships with suppliers and clients.

• Install software, demonstrate its usage and aid users when they are faced with problems operating it.

• Update operating systems, software and drivers when required.

• Set up and solve problems with computer network systems, cabling and wireless networks.

• Anti-virus software installation, report new virus files and malware removal.

• Generate system backups and maintain them updated.

• Set up equipment for web conferences and other events that use computers, projectors, laptops and their peripherals.

• Service and maintain computer related equipment such as printers, projectors, web cameras and scanners.

• Diagnose system emergencies when they arise and persevere until they are resolved.

• Advise staff, management and clients on technical issues.

• Explain complicated computer and network issues to other staff members or company executives in accessible language.

• Plan the installation and implementation of new hardware and software.

• Negotiate with vendor representatives when resolving software and hardware problems.

January 2014 -

July 2018

TRANSIT OPERATIONS ASSISTANT MANAGER/TRANSPORT COMPANY

@ C.A.T.A.R. Bus Company – Quito, Ecuador

• Manage transit operators and other operational staff to guarantee company standards be achieved.

• Establish objectives for the company and formulate policies and programs.

• Manage vehicle location/dispatch software.

• Organize the establishment of major departments and associated senior staff positions.

• Supervise the transit operating system.

• Allocate material, human and financial resources to implement company policies and programs.

• Establish financial and administrative controls.

• Formulate and approve promotional campaigns.

• Approve overall personnel planning.

• Monitor company performance.

• Coordinate the work of divisions and departments.

• Analize data and elaborate ideas to help improve company mechanisms and procedures.

• Represent the company, or delegate representatives to act on behalf of the company, in negotiations or other official functions.

• Implement changes for company service enhancement.

• Oversee and ensure smooth, efficient daily operations and activities.

• Schedule & dispatch vehicles in an orderly efficient manner guaranteeing optimal use of company resources and assets.

• Track and monitor vehicles to ensure a timely service is provided.

• Evaluate performance of transit operators and operational staff.

• Write reports on transit operators and operation staff performance as well as incidents with company assets and resources.

• Communicate and report to senior management issues and situations that arise with company resources, assets, operators and staff.

• Elaborate possible solutions to everyday problems that may arise within the company to guarantee optimal workflow.

• Work with company budget, managing costs and expenses.

• Plan for acquisitions guaranteeing quality and speedy deliveries.

• Negotiate best prices on the market for parts to be acquired.

• Adhere to company policies, safety standards, and collective agreements.

• Review, set and enforce company and industry safety policies, ensuring adherence to transportation/government regulations and procedures.

• Work with union representatives and motivate company employees.

• Respond to customer complaints and inquiries in a timely satisfying manner guaranteeing optimal customer service be provided.

• Manage vehicle maintenance and services.

February 2011 -

December 2013

SALES REPRESENTATIVE/TELECOMMUNICATIONS COMPANY

@ Claro Phone Company – Quito, Ecuador

• Worked in a sales environment presenting products and services to customers.

• Greet customers and discuss type, quality and quantity of merchandise or services sought for purchase or lease.

• Advise professionally prospective and current customers by answering questions and addressing concerns about purchased products.

• Guide customers on use and care of merchandise, and provide advice concerning specialized products and services.

• Provide clients with presentations on the benefits and uses of products and services.

• Encourage customers to buy services and products by using a prepared script to reference important parts of what the company offers.

• Lead a customer through the sales process, determining needs, and closing the sale.

• Go off-script when necessary to build a relationship with customers or answer any questions they have not addressed in the script.

• Assist customers with all their requirements and needs towards acquiring a new cell phone and/or phone plan.

• Promote sales to existing clients.

• Estimate or quote prices, credit terms, trade-in allowances, warranties and delivery dates.

• Identify and solicit potential clients.

• Prepare merchandise for purchase or lease.

• Prepare sales or leasing contracts and accept cash, cheque, credit card or automatic debit payment.

• Negotiate sales terms.

• Consult with clients after sale or signed contracts to resolve problems and to provide ongoing support.

• Assist in display of merchandise.

• Review and adapt to information regarding product innovations, competitors and market conditions.

• Maintain sales records for inventory control.

• Meet deadlines and sales quotas.

• Operate computerized inventory record keeping and re-ordering systems.

• Update database with new information every time a customer was contacted, and back up data regularly to protect sensitive customer information.

• Complete forms and record logs to create accurate, detailed files for each customer, providing insight into the target audience and what they want from the company.

• Conduct sales transactions through Internet-based electronic commerce.

• Design and implement window and interior displays.

• Follow organization standards to maintain quality service and guarantee customers receive exceptional service.

• Assemble visual retail displays to promote products, promotional events and seasonal change overs.

• Boost morale in the office by encouraging other sales representatives and adopting a team mentality on the sales floor.

• Ensure visual displays comply with brand guidelines and standards, including organization's culture, image and target market.

• Report any necessary changes to equipment or processes that will boost productivity and efficiency and cut back on wasted costs.

• Set up lighting systems to create a visual atmosphere. September 2009 -

January 2011

IT SALES MANAGER/COPEXTEL

@ Mayorista de Equipos de Cómputo – Havana, Cuba

• Worked in a sales environment leading a sales team towards reaching set sales objectives.

• Provide V.I.P. clients with presentations, proposals, or other materials to illustrate benefits and uses of merchandise and services.

• Assess clients' needs, recommend or assist in the selection of appropriate goods or services, and negotiate prices or other sales terms.

• Estimate or quote prices, credit terms, warranties and delivery dates.

• Provide input into product design where goods or services must be tailored to suit clients' needs.

• Consult with clients after sale or signed contracts to resolve problems and to provide ongoing support.

• Estimate costs of installing and maintaining equipment or service.

• Create a sales goal for each member of the team according to the company’s projection and requirements, implementing initiatives to increase sales and productivity.

• Review sales contracts and maintain customer records.

• Review and adapt to information regarding product innovations, competitors and market conditions.

• Troubleshoot technical problems related to equipment being sold.

• Prepare merchandise for purchase.

• Develop and maintain technical product or service knowledge to explain features to clients and answer questions about merchandise or services.

• Supervise the activities of other sales representatives.

• Develop, implement and report on sales strategies to achieve business goals.

• Comprehensive business knowledge to create realistic sales projections and objectives for the sales team.

• Assess market conditions and competitors' activities and develop an awareness of emerging markets and trends.

• Develop, implement and apply policies and procedures throughout the software development life cycle to maximize the efficiency, effectiveness and overall quality of software products and information systems.

• Ensure that all systems and processes meet organization standards and user requirements.

• Provide training and professional development for all the members of the sales team.

• Develop quality assurance procedures and tests for the development and improvement of new and existing systems.

• Assist in the display of merchandise.

• Identify, analyze and document discrepancies and ensure that appropriate adjustments are made.

• Maintain sales records for inventory control

• Asist sales team in building quality relationships with customers.

• Operate computerized inventory record keeping and re-ordering systems.

• Collaborate with other company departments, such as marketing, financing, customer support, quality control, shipping among others.

• Conduct sales transactions through Internet-based electronic commerce.

• Develop and implement strategies for increasing market share of the company.

• Design and implement window and interior displays.

• Ensure that sales team members follow up with potential customers.

• Assemble visual retail displays to promote products, promotional events and seasonal change overs.

• Generate reports and data for sales analysis.

• Ensure visual displays comply with brand guidelines and standards, including organization's culture, image and target market.

• Handle client objections and concerns regarding purchases, supporting sales team.

• Set up lighting systems to create a visual atmosphere.

• Periodically perform inventories.

• Perform quality inspections of the sold products before being shipped to guarantee that it follows optimum standards.

• Report to the company equipment that’s faulty or damaged and propose a proper promptly replacement.

KNOWLEDGE

English Language – Proficient and Fluent

Spanish Language – Proficient and Fluent

Business Management – Advanced

Customer Service Attention - Advanced

Microsoft Office Application Suite (Access, Excel, PowerPoint, Publisher, Outlook, Word, Teams, SharePoint, Video and Web Conferencing Client Support) – Advanced

Microsoft Windows O.S. – Advanced

Mobile Device Support (Android) – Advanced

Computer Systems Maintenance & Repair – Advanced

I.T. Helpdesk, Configuration, Support and Troubleshooting – Advanced Network protocols and functions – Advanced

Lift Truck (Forklift) Operator - Intermediate

EDUCATION

UNIVERSIDAD DE LAS CIENCIAS INFORMATICAS (University of Informatic Sciences) - Ingeniero en Sistemas de Cómputo (COMPUTER SYSTEMS ENGINEER) - Havana, Cuba

Coursera Learning Program – Fundamentals of Business Management

(Diploma)

Coursera Learning Program – Business Analysis & Process Management

(Diploma)

Coursera Learning Program – Business Management Essentials Specialization (Professional Certificate)

Coursera Learning Program – Strategic Leadership and Management Specialization (Professional Certificate)

Coursera Learning Program – Business Strategy Specialization (Professional Certificate)

CERTIFICATIONS

Cambridge Assessment English B2 First

Ontario G Driver License

Sherwood Electromotion Inc. Lift Truck Operator Certification Coursera Learning Course Diploma Fundamentals of Business Management Coursera Learning Course Diploma Business Analysis & Process Management Coursera Professional Certificate Business Management Essentials Specialization

Coursera Professional Certificate Strategic Leadership and Management Specialization

Coursera Professional Certificate Business Strategy Specialization

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