Customer Service Manager

EDUARDO HERRERA

**** ***** **** ● El Paso, TX ***24

Mobile: 915-***-**** ● ******@*********.***

SUMMARY OF QUALIFICATIONS

Dynamic professional with more than 25-years of solid experience supervising and managing a diverse range of operations. A respected and personable manager with the proven ability to analyze performance of business operations to verify regulatory compliance, optimize working capital, create and implement internal control systems, and apply proven principles to streamline processes critical to revenue and efficiency. Respond to challenges with confidence, determination, and focus; driven to explore all opportunities for development and growth.

CORE COMPETENCIES:

Quality Control

ISO-9000 Auditor

Quality Assurance

Cost Reduction

Price Negotiations

Personnel Development

Inventory Control

Client Relations

Project Management

Problem Resolution

Proficient in MS Office Word and Excel, Amtech Inventory, Teklynx Codesoft, Palmetto GBA, Genie

Bilingual English/Spanish

PROFESSIONAL EXPERIENCE

COMPLIANCE / OPERATIONS ASSISTANT

Cloudview Healthcare, El Paso, TX 03/2010 to Present

• Manage and monitor diverse administrative tasks to ensure home health care activities are in compliance with Medicare regulations, medical quality standards, and patient satisfaction guidelines. Conduct surveys, analyze and record results, identify areas of concern, and prepare reports for third-party assessors. Identify areas of concern, ensure proper procedures in place to enhance accountability, and inform supervisors.

• Utilize automated systems and databases to verify information, prepare federal invoices and billing statements, and perform data entry essential to reimbursement and cost reconciliation (e.g., Request for Anticipated Payment and End of Episode reports).

• Schedule initial patient evaluations, track visits, and ensure re-evaluations occur within strict timeframes. Tasked with ensuring sufficient provider levels scheduled to provide consistent coverage of quality care and patient support.

WAREHOUSE MANAGER

Supply One, El Paso, TX 1992 to 02/2010

• Directed and oversaw all aspects of daily operations of 86,000 sq. foot warehouse; accountable for customer service, problem resolution, inventory management, maintenance of company vehicles, control of customer stock levels, set up and routing of all outgoing and incoming deliveries, quality control and assurance of all shipments, and document preparation.

• Verified accurate use of Certificate of Origin NAFTA forms; coordinated implementation of FIFO; pulled orders using shipment planning reports; oversaw stocking of materials using bin location inventory control.

• Managed the implementation of ISO-9000 system to include staff training, procedures, and internal audits; performed in-system inventory adjustments and cycle counts; directed reduction of cost in areas of freight, labor, and materials; tracked expenses of company vehicles, forklifts, propane, and internal systems.

• Conducted employee training and performance evaluations; verified timecards for payroll; authorized payment of freight bills; entered purchase orders into automated databases; coordinated and routed local deliveries; assisted drivers with loading and verifying freight.

EDUARDO HERRERA PAGE 2

PROFESSIONAL EXPERIENCE (Continued…)

DISPATCHER

Celadon Trucking Services, El Paso, TX 1991 to 1992

• Dispatched trucks for pickups and deliveries; entered load data into computer system.

• Maintained daily inventory log of all Celadon trailers in El Paso, Texas, and Juarez, Mexico area.

• Answered all incoming customer service calls; responded to inquiries, recorded and distributed messages, and resolved customer complaints.

DISPATCHER SUPERVISOR

Stagecoach Cartage & Distribution, Inc., El Paso, TX 1986 to 1991

• Supervised and directed the work schedules for 10 drivers; calculated all billing; maintained register of fuel and miles for each vehicle.

• Dispatched drivers for pickups and deliveries; assisted drivers in verifying and labeling morning freight; resolved problems and complaints; ensured on- time deliveries.

• Served as driver for three years before being promoted to current supervisory position.

LICENSURES

Class B CDL with Airbrakes

PROFESSIONAL DEVELOPMENT

Excelling As a First-Time Manager or Supervisor, SkillPath Seminars

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