Customer Escalations Team Lead (HP Retired)

JOHN MARQUEZ

***** ****** *** ********, ** ***** Mail address : P.O box 4613 El Monte Ca 91734

Email: ************@*****.***

PROFESSIONAL EXPERIENCE

****-******* * **, *** Palo Alto, CA

Manage a high-performing team covering escalations, emerging issues management, and external and regulatory enquiries.

Creating and maintaining a culture of excellence within the Contact Center that inspires vendors to do their best work.

Develop teams by providing mentorship, guidance, and career development to team members.

Monitoring site performance to ensure that they are following procedure correctly and treating customers in a friendly, professional manner.

Act as the point of contact for your team and support them in removing roadblocks to reach a resolution on complex customer issues.

You are mission-driven and ensure that this is embedded and practiced daily in all activities, including establishing team goals, measuring progress, and sharing results.

•Advocate for customer care, who will carry and drive the FRL customer-focused culture with your colleagues and within your team.

•Excellent follow-up/follow-through.

•Takes initiative.

•Embrace the diversity in our teams and create an equitable and inclusive culture

••Contribute to HP’s Sustainable Impact: Raise awareness of HP’s contribution to communities and to reduce our footprint.

••Maintain and Execute a Training Development Plan

••Positive contribution to team performance.

••Understanding of HP Way (Leading with ambition/customer focus / win with purpose and integrity / grow together

••Prioritize external customer business outcomes over HP initiatives (urgent vs. important)

••Approach each event with urgency and empathy

•Contributing to district success

••Represent HP to the best extent possible.

••The Four C’s

Connect – Call the customer within two hours of receiving their work order

Commit to a realistic ETA.

Confirm that the case has been resolved to the customer’s satisfaction

Call Back – Call the customer the next day to ensure that the customer is still working.

PROFESSIONAL EXPERIENCE

2009- 2018 Curvature, INC Santa Barbara, CA

Management of service level agreement with more than 90 onsite/field printer technicians. Provide employees and partners with great service skills.

Dispatch field tech to various locations; keep track of field employee and check their safety.

Provide new employee orientation and provide training on various procedures in the printer process. Mentoring and coaching, and recommending performance improvements to field tech.

Improved staff productivity and reduced outside training expense by conducting in-house software training. Focused on teaching staff dozens of shortcuts for basic repetitive tasks, including Installation, configuration, troubleshooting, support, and maintenance of all printers and peripherals, including desktop computers.

Calculated cost estimates for various jobs according to project scope; determined hours and labor needed for each project and produced a cost estimate report.

Created a daily report of printer activity.

Assessed employee needs, ordered components, troubleshoot, and configured software and peripherals for Kaiser Employees.

Standby 24hrs management of all Kaiser facilities in California.

Managed a $18M + P&L client portfolio, driving new businesses and expanding existing accounts.

Lead a team of 110 employees, & 525,000 users.

1981-7/2009 BANCTEC, USA, INC., IRWINDALE, CA

Senior District Manager, CSC Global Contracts, El Segundo a. Tucson, AZ, Edison, Rosemead, CA

Support channel relationships between CSC, Amdahl and Grumman.

Manage a team of 55 technicians providing LAN/Server and PC support for CSC' s outsourced customer base generates revenues in excess of $5 million an ugly

Generate proposals for the acquisition of new business to assist the Sales Department.

Successfully negotiate contracts with government agencies and Fortune 500 corporations.

Represented manufacturers and distributors of products and services in a variety of settings.

Used cold calling effectively to generate new business and build relationships.

Hire permanent and temporary staff. Negotiate contracts and rates with local temporary staffing providers.

Employ strong team-building skills with the ability to incorporate temporary and permanent staff into highly effective and productive teams.

Develop processes and procedures to assure meeting site contractual obligations and customer expectations.

Communicating daily with customers concerning new and existing business requirements keep all concerned parties of job progress.

Evaluate performance and service level agreements, and negotiate pricing and schedules for projects.

Prepare and present weekly/monthly status reports for the management team.

Manage special projects for existing customer base with focus on equipment relocation, hardware and software upgrade process development, and inventories.

Manage and coordinate all logistics issues for the transition from incumbent service providers.

Initiated implementation of manufacturer's warranty programs, reducing g capital expenses by making warranty claims when appropriate.

EDUCATION

SEPPERTON UNIVERSITY, LOS ANGELES, CA

Bachelor of Science: Operations Management

NATIONAL TECHNICAL SCHOOL, LOS ANGELES, CA

Associate of Electronics: Digital Electronics

FULLERTON COLLEGE, FULLERTON, CA

Certificate: Electronics Computer Science

GENERAL INSTRUMENTS, BALTIMORE, MD

Received corporate formal and informal training in:

•Management • SAP

•Quality for Managers • Scheduling and Cost Control

•Management Applications • Computer Systems Training.

•Train the Trainer

•Risk Management,

•Novel Certified

AWARDS

The Banc Tee Chairman's Club Circle of Excellence

JOHN MARQUEZ

41537 Poplar Cir, Palmdale, CA 93551

Mail address : P.O box 4613 El Monte Ca 91734

OBJECTIVE Seeking a Management/District Manager position where my skills, training and education can contribute to the growth and profitability of an organization.

SUMMARY OF QUALIFICATIONS

•Over 4 years of strong and diverse experience in progressively responsible positions in management.

•Excellent experience in startup and turnaround operations, account and project management, budget, contract negotiations, operations planning, new accounts, staff management and coaching, and customer relations management.

•Active and cooperative management team member with input into planning, budgeting, forecasting, goal setting, and policy decisions.

•Able to make hard decisions, stand on principles, and defend positions. Enlist the support of divergent parties to achieve a common goal.

•Keep abreast of economic developments, prepare the company to quickly grasp opportunities in a difficult business climate, and capitalize on them.

•Comprehensive knowledge of applicable federal and state regulations, and good business practice.

•Excellent communication and interpersonal skills; speaker, presenter, negotiator, trainer and motivator. Write correspondence, report, and keep accurate records.

•Interact freely with widely diverse groups, win confidence and cooperation easily.

•Called upon to stimulate sales activities and increase margins in an under-producing region, retrained and reorganized staff applied proven management principles, and quickly returned the region to profitability.

•Energetic, decisive, competitive, and professional; with a strong work ethic

• and commitment to success.

JOHN MARQUEZ

Dear Ladies/Gentlemen:

Please accept this letter as an expression of interest in a Management/District Manager position with your organization.

My resume is enclosed for your review and consideration.

I have excellent qualifications for this position, including strong, diverse experience in progressively responsible management roles. Some of my major strengths include:

•Employment of progressive sales and management principles.

•The ability to start up new processes and turn around underachieving departments to achieve maximum profits.

•Skilled in handling multiple tasks and managing successfully in all economic conditions; able to work and think under pressure; often find solutions where none seem to exist.

•The ability to interact freely with widely diverse groups.

•Ability to quickly gain trust and confidence in supervision and management of staff; demonstrated ability to increase confidence and productivity of people at all levels and age groups.

If you are looking for a highly motivated and goal-oriented individual to become a leader in your organization, I look forward to meeting with you to further discuss my qualifications and how I can contribute to your company's goals and profitability.

I feel my background and experience have prepared me well to become a significant asset to your organization. Thank you for your valuable time and consideration.

Sincerely,

John Marquez Enclosure

JOHN MARQUEZ

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