Customer Service Manager

Nelson Perez Cortes

Ave. Main *G** Alt. Bucarabones

Toa Alta PR 00953

To whom it my concern:

If your company is seeking a professional who has demonstrated sound business judgments, decisiveness, well-developed planning, analytical, and communication skills, and a consistently high level of performance in a variety of progressively responsible and challenging assignments, please see my enclosed resume.

I am accustomed to a fast-paced environment where deadlines are a priority and handling multiple jobs simultaneously is a requirement. I enjoy a challenge and work hard to attain my goals. Constant communication with all levels of management has strengthened my interpersonal skills.

I will like the possibility of an interview. In the meantime, please do not hesitate to contact me at 787-***-**** or E-Mail **************@*****.***.

Sincerely,

Nelson Perez Cortes

Enclosure

Nelson A Perez Ave. Main 3G47 Alt. Bucarabones, Toa Alta, PR 00953

________________________________________

**************@*****.*** • Home 787-***-**** • Cellular 787-***-****

Summary

I have 17 years of professional experience mostly in retail and technology. I have achieved every goal that has been assigned in my professional career. In retail, I worked in different positions such as regional supervisor, manager, assistant manager, trainer, lead sales representative, and lead customer representative. In technology, (regional supervisor, supervisor, lead TEC trainer level III and IV, test analyzer and troubleshooting. I have worked hard in being focused to grow in knowledge and personal achievement during the past 8 years and for this reason my professional year evaluations have been outstanding. This kind of performance I am willing to offer your company.

Experience

Sprint Nextel, Hato Rey, PR 2007 to 2009

Region Supervisor

As a regional supervisor I had to visit all stores 3 to 4 times per month. Our mean focus are all metric affecting stores GA, C-SAT, Ready Now, Respond time, Expectation, Volume, Repair Rate, WEL, store setup, inventory and process. In all these metrics I archived regional and national position between first and third ranking positions and finished overall third in 2008 nationwide. Quarter Presentation

• Repair Rate, WEL, Volume # 1 on first, third and fourth quarter

C-sat, Respond time, expectation # 2 second, third quarter

• One of my skills to archive these positions is to expect what expected and follow-up

• Also work special task for ARD

Sprint Nextel, Hatillo, PR 2005 to 2007

Manager

On a daily situation, keep my team motivated and inform where each members metric and goals are always looking for new small business opportunities. Monthly having different activities as sale force with different companies and government institutions Schedule team on weekly bases on store and outside positions. Marketing Sprint logo in difference activities mostly in sports with the Capitanes de ARECIBO basketball team. Weekly reporting accomplishment to DM on all store metrics. Keeping store in tip top shape. Administrating store in cost efficiency. Daily deposit closing updated and balance. Inventory level and control updated. Be-weekly meeting to update or inform new situations. Recognition to all employee's on a monthly bases. Interview to new prospects. Documenting team members on performance coaching on a weekly bases and goal. Weekly competition to keep KPI high. Peer view presentation.

• Sales Manager 2006

Customer Service Satisfaction 2005

Over accomplish Sales on Capitanes de Arecibo event 2007

Sprint Nextel, Caguas, PR 2004 to 2005

Assistance Manager

Motivate on a daily bases how to service customers but most of all create the right expectation to customers need. Keep the team focused on daily achievement Work and develop new leader. Look for new accounts and follow-up task to expand business customers need. Update team on weekly goal and where they are standing. Daily deposits, schedule, activities, training, follow-up with team.

• In Caguas store we had to dismiss 7 employees that were not reaching their goal for more than 4 months. Make a positive turn around with new hiring and re-educating team. The store reaches # 2 sales positing in 3 months.

• I was sent to the Canovanas store to turn around a sale situation. But the store didn't have manager so all my leaning in Caguas was done in Canovanas and sale went up to gain the 3rd position.

Sprint Nextel, Canovanas, PR 2003 to 2004

Lead Sale Representative

Keep sale personnel focused on their numbers, training, service and paper work. Help peers on sale objectives and closing sales. Help management on making sure all information is received. Keeping all members together as one team. Create new sale force opportunity

• Made each team member part of the business by give them internal projects and responsibilities

Give daily goal on sales (PCS, accessory, long distant and attachment

Always have a backup representative to help in PCS knowledge

Sprint Nextel, Canovanas, PR 2003 to 2003

Senior Customer Service

Help work with customers billing problems and resolve them making sure customers plan is the right one he needs and making changes and upgrades (PCS and plan). Let customers know the needs of long distant, accessory and attachment. Retaining customers making sure to solve his problem before leaving the store.

• Because of an outstanding customer service, the sales and traffic conversion numbers when up 10.2%

• Received Long distant Sales award 131% 2003

Sprint Nextel, Canovanas, PR 2001 to 2003

Senior TSR

Inventory control and diagnostic PCS for repair or exchange. Cycle count and monthly inventory process. Analysis program, RF test and physical test to all PCS. Transfer, adjustment, receiving merchandise. Training on all new PCS. Work with different software (RMS, ASI, P2K, ICSS, and PUB).

• Created a program for control in/out PCS of inventory to be used in all stores

Keep a uniform process in all stores

• Make a weekly conference call for updates on all new issues

• Inventory swaps to keep stores inventory in a healthy level

ADS Computers, Bayamon, PR 1999 to 2001

IT Supervisor

Installation of medical invoice program with computers building and red installation in office, etc. Schedule daily installation with TEC team. Purchase of computers parts and all accessories needed. Supervise installation and give support. Give monthly maintenance to customer’s service. Help desk troubleshooting Training team in all new outcomes.

• Income rise in the first 4 month

New contracts because of good service

• Establish inventory control to lower operation cost

Intel Corp. Las Piedras, PR 1995 to 1998

Line TEC Support Supervisor

Keep lines hitting production and QA goal. Alert engineer department on assemble error, part, function or product change. Test products software analysis keeping every station update in parts and process. Receiving new orders and close orders. Keep areas clean and out of safety hazard Weekly meeting presentation of product outcome. Training new incoming in products.

• Keep over 90% of productivity

QA over 96%

• Down Time under 2.5%

• Accident under 0.63%

Intel Corp. Las Piedras, PR 1992 to 1995

Product Technician

Run diagnostic test to product, analysis test failure and repair products. Check assembles part in manual station. Change line set-up for product.

• Two years in a roll higher production repair

• Analysis product error on functionality test

Eli Lilly, Carolina, PR 1990 to 1992

System Operator

Backup daily operation information. Printout daily report per department, Support user in daily situation in system. Transmitted daily production and issue by satellite communication. Printout payroll check and reports. Installation of communication system.

• Update process to bring down work force from 6 to 3 personnel

Program report dispatch faster to department

Education

[Universidad Interamericana], [Cupey, PR] 1981

[AS], [Management Administration]

[Instituto De Banca], [Hato Rey, PR] 1988

[AS], [Programming]

[San Juan City College], [San Juan, PR] 1984

[AS], [Electronic Technician]

Skills

• [Computers: Words, Excel,PowerPoint,RMS,P2K,Adobe,ASI,Vista,XP,DOS,Novel]

• [Leadership: Motivators, lead by example, maximize team performance, honest, develop leadership]

• [Equipment: System 36, HP 3000, Printers, Laser, Computers, Routers, Backup System, And Digital Security System]

• [Language: Read and Write English and Spanish]

Training

[Net PRO, [Ingram Micro]

[CTI, [Cable Technical Training

[Microsoft, [Direct Access]

[Technical Consultant, [New Hire device]

[Device Support Triage, [Laptop system certification]

[Microsoft Office Live, [Meeting 2007]

[Churn Management, [Retail Process]

[Store Manager Academy I, II III, [Store Process and administration]

[Selling Business, [Small business process sale]

[National Management, [Administration]

[Fraud Awareness, [Difference type of fraud]

[Security, [Robbery, bomb threat, fire]

[Customer Service, [Customer to win]

[Presentation, [Business Power Point and personal presentation]

Honors

[Manager of the Year], [Sprint 2007]

[United State Marine], [Honorable Discharge and Good Metal Conduct 1979]

[Employee of the Year], [Intel 1994]

[Best Sale Performance], [Sprint 2004]

Volunteer

[Seventh Day Adventist Church, [Carolina, PR] 1993 to 1997

[Youths Director]

[Make activities on teenage behavior, Visit communities seen for their needs, support and develop good citizens]

[Seventh Day Adventist Church], [Toa Alta, PR] 1992 to 2009

[Bible Teacher]

[Visit people interested in bible studies]

[Basketball Tournament], [Carolina, Bayamon, PR] 1987 to 2009

[Coach]

[Coaching different teams at different levels in basketball games]

Reference

Patricia Eaves Sprint/Nextel Puerto Rico ARD 787-***-****

Ana Franco Sprint/Nextel Puerto Rico DM 787-***-****

David Devillavicencio Sprint/Nextel Florida Regional Manager 305-***-****

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