Customer Service Manager

JOSE LUIS GONZALEZ

**** *.****** **

ARLINGTON, TX 76014

**************@*****.***

PHONE NUMBER: 972-***-****

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QUALIFICATIONS

Service-focused and cost-conscious with strong expertise in front- and back-of-house operations to establish a welcoming, energetic atmosphere.

Over Eight years of experience working in diverse retail sales and customer service environments.

Skilled in areas of order processing, inventory control, and cashier management.

Hardworking, energetic, and reliable; I’m recognized for assuming additional responsibilities.

Excellent problem solver with strong sales analysis and reporting skills

Provide exceptional administrative support to peers. Success streamlining office processes to increase efficiency and improve service. Outstanding communication skills, continuously project a highly polished professional image.

Serve as initial point of contact for customers, patients, vendors, and partners. Educate customers and visitors regarding company services and products. Efficiently schedule appointments and promptly respond to inquiries via telephones. Excel at developing strong relationships with staff, senior executives, and clients; strong record creating a positive first impression. Highly organized and conscientious; entrusted by management with confidential materials...

Dedicated and technically skilled business professional with a versatile administrative support skill set developed through experience as an office manager, secretary, administrative assistant and office clerk.

Excel in resolving employer challenges with innovative solutions, systems and process improvements proven to increase efficiency, customer satisfaction.

Excellent organization skills with attention to detail outstanding ability to follow verbal and written directions

Proficiency in utilizing computer applications.

Responsible for sending and receiving faxes, filing, ordering supplies, maintaining files including storage and handling, opening and closing the office/hotel/restaurant and keeping all related documents in an organized manner. Record file activity in the records database. Retrieve and distribute files and documents upon request by employees. Arrange file space as required.

WORKING EXPERIENCES

BURGER KING INC NOV 2000 TO DEC 2002. COOK, SHIFT LEADER, ASST MNG, MANAGER

High-energy professional with a successful 3 year background in multi-site management and employee relations. Dedicated and passionate about providing excellent customer service and exceeding organizational goals. Proven ability to increase profit through effective project management and process. Adept at drastically reducing turnover rates and building motivated service and management teams. Oversaw overall operations and ensured top score performance. In charge of all areas of operations for quick service restaurant with $100k annual sales. Recruited, trained and conducted personal performance evaluations and managed annual budget with no expense overages. Maximized profits by aggressively managing production and logistics, resulting in the lowest operating cost and highest customer satisfaction level in the district. Responsible for Shift Scheduling, Personnel Management, Inventory Control. Supervise up to 12 employees per shift. Responsible for all cash received per shift. Completed Management Training Program. Controlled Shift Management, Personnel, Cash Deposits, Opening and Closing, Inventory Control and Management Reports. Promoted to manager from cook. Monitored food costs, filed reports. Planned weekly menu, made changes where necessary Responsible for Night Shift Management, Special Function Catering, and Kitchen Personnel. Hired/trained staff, monitored payroll, supervised school nights. Managed operations of the restaurant, staff of 35 employees. In charge of administrating, budget, computer programming, and payroll. Responsible for shift scheduling, personal management, inventory control, maintenance of complete store, responsible for all cash received per shift for the day, Hired/trained staff, monitored payroll. Work as a manager at a well-known fast food restaurant; advance my career through well-planned and effective implementation of assigned job duties.

*Immense experience of management activities in food business. *Knowledge of financial accounting and managerial accounting. *Proficiency in operating computer aided business tools. *Highly encouraging and motivating nature. *Monitored the daily operational processes and assured efficiency in their implementation. *Recruitment and training of office staff visited each food preparation station and observed the hygiene and taste quality of food being served to customer orders. *Diagnosed the financial reports thoroughly to understand the exact nature and causes of the reflecting profit/loss. *Planning marketing activities and promotional events and guiding the subordinates for its implementation. Conducting meetings the with the senior officials to inform them about the status of current strategies and to understand their future strategies

CIRCLE-K / DIAMOND SHAMROCK: CONVENIENT STORES JAN/2003 TO AUG/2005

ASST MNG- STORE MANAGER

Maintain a positive and professional customer service-oriented attitude while supervising the store and developing employees to achieve company goals. Effectively communicate with, motivate, and train co-workers to strengthen the team dynamic and achieve optimum levels of service. Oversee merchandise levels and maintain standards for the store’s appearance. Ensure full compliance to loss prevention policies and maintain floor awareness to minimize external shrinkage. Complete cash summaries and receiving reports. Control books and make cash deposits in the absence of the Store Manager. Organize back room and shelf sequence. Process orders using data from the in-store processor (ISP) and perform forecasting to boost sales. Solid history of success building high-energy service and culinary teams to ensure optimum guest experience... Excel at increasing check averages through strategic up-selling of food and merchandise needed. Adept in all facets of operations to include food quality and presentation, safety, and sanitation compliance, budget administration, and inventory management, Cultivate win-win rapport with vendors, management, and community organizations to improve image and maximize revenue and brand.. Worked with vendors, checked shipments coming in and material going out. Strong team and employee developer with commended retail supervisory experience. Display a customer-centered philosophy and train employees to achieve the same mindset, which increases sales. Devise creative cost-cutting methods while maintaining inventory levels. Skilled in performing administrative tasks, which help a company, operate smoothly and increase productivity.

PORT ISABEL RESORT OCT 2005 TO MAY 2007, HOTEL MANAGER

Managed a family owned Hotel, with 100 Rooms and average occupancy of 85%. Experienced and skilled General Manager with expertise in Hotel management, Food and Beverage operations, vendor relations, profit and loss management and guest services operations.

As Manager, Oversaw scheduling, hiring, and training operations. Supervise management of Housekeeping, front office, reservations, sales / marketing, banquets, security, and building / grounds maintenance .Responsible for the operations on a day-to-day basis of the Hotel. Motivated and gave clear directions to all employees. Ensure that all employees were trained for their position to maximize service, production and efficiency.

Conducted employee’s performances, evaluations as directed by the owner and City Ordinance. Manage and coordinate The Food & Beverage operations of the Hotel. Ensured that the property was maintained, Mechanical, Equipment, in working order.

Interviewed, hired and supervised hotel staff. Booked and coordinated local and business conventions and seminars.

Designed and implemented guest survey to get satisfaction with the hotel, the staff and guests.

Excellent guest relations skills especially in creating "special touches" and resolving Guest concerns. Strong analytical skills including trend analysis and the ability to develop new tactics to resolve problems. Excellent eye for details can identify and carry out actions to improve the appearance of the property, and employees as well as establish special actions that exceed guest's expectations. Positive, energetic, upbeat approach to employee relations and guest complaints. Excellent computer skills especially word processing, hotel operating systems and spreadsheet creation. Remarkable ability to ensure proper selection, training, motivation and counseling of all employees. Great ability to ensure professional, positive employee attitude and attentiveness. Exceptional ability to promote good employee communication through feedback, Oral and written communication and excellent training

Handled Professional execution of guest calls, messages and amenities. Make sure all the staff is proficiently trained to improve service, efficiency and profitability. Responsible for the control of staff, and performing employee performance evaluations. Handled property functions on daily basis to ensure best performance and persistent upgrading in customer service, employee proficiency and performance, marketing, property ambience and income. Assist in the food & beverage operations. Also make sure possessions are in good, working conditions. Responsible for allocating, defining and assigning accountability, and authority for particular functions to different departments. Communicate with other departments, to ensure customer satisfaction, maximum profit and efficiency. Also, responsible for monitoring and guiding hotel staff to maintain standards. Ensured highest profits through expenditure and labor management. Maintained the best possible standards regarding services including maintenance cleanliness, sanitation and other facilities. Handled all functions regarding food and beverage services, which include restaurant, banquet rooms, lounges, and kitchen and storage rooms.

*Increased guest retention by exceeding expectations and delivering First Class Customer Service.

*Guest Correspondence *Communication Skills *Team Building / Leadership

*In / Out Sales Calls *Relationship Building *Staff Training & Development

*Decision Making / Analysis *Excellent Customer Service * Check-IN/OUT Hotel Guests.

*Operate Property Management System * Provide information to hotel guests Assisted the front desk with check-in / out

*Assisted the front desk with check-in / out * Evaluated wait time *Greeted and Assisted Customers

Starkey Labs-Hearing Aids JUNE 2007 TO JAN 2009: Warehouse Manager- Buyer

Managed a full-service department of 40 staff members. Extremely reliable and safety conscious with solid experience in warehouse operations to include encompassing Shipping & Receiving, Production, Assembly, Pickers and Packers; monitored production equipment operations loading and unloading of shipments, receiving and order picking, excel at accurate monitoring of inventory, calculating and verifying quantities, and using computers to maintain records and track shipments, prepare and process a wide variety of shipments, pull and package merchandise. Perform cycle counts, and utilize computers to track shipments and inventory. Track record devising, evaluating and implementing continuous process improvements to minimize waste and reduce costs while maximizing quality and establish effective quality control and safety programs, encouraging proactive participation across the manufacturing floor, document distribution flow, ensure timeless and accuracy on shipments. Experienced in logistics, quality control, and process improvement. Expertise in reduce cost, increasing revenues, and maximizing employee turnover. Proven skill in negotiating with vendors and increasing production with existing staff. Confer with department heads to ensure coordination of warehouse activities such as production, flow and purchasing.

Interviewed, hired, trained and dismissed personnel; performed evaluations and decided on salary increases and promotions; Reprimanded by enforcing policy as necessary. Researched and negotiated trucking/carrier (Yellow, England, Martinez Trucking Companies) bid contracts based on costs and point-to-point destination procedures resulting in a 45% cost reduction, incidents of damaged product, and improved customer relations. Negotiated with shipping carriers to ensure the safe and cost effective transport of orders. Resolved account discrepancies, delivery issues, and driver personnel complaints. Established and maintained strong client base as a result of dedicatcustomer service activity. Coordinate all phases of shipping/receiving, purchasing storage, maintenance, and inventory control and tradeshow management. Proficiently utilize UPS, Fed-X, DHL, and Airborne computerized tracking systems. Develop strategic approaches and creative solutions to cost effectively shipment of products. Proven track record for strong leadership qualities over a seven-year period. Interact well with staff members; resolve problematic situations in a diplomatic manner. Materials Maintenance, Production Management, Cost Reduction, Staff Training, Vendor Service, Vendor Relations, Problem Solving, Office Supplies, Supplier Consultations, Contract Negotiations, Storage, Competitive Estimates. As supervisor, I supervised the daily running of production process of all manufacturing operations. Responsible to ensure that the line of production is running smoothly and whether the teams and individual workers are meeting their production targets.

As Material Buyer/Quality, seek to obtain the highest quality merchandise at lowest possible purchase cost for the company. Choosing the best supplier of product of service, negotiates the lowest price, and ensure the correct amount of the product or service was received at the appropriate time. Keeping track of sales records and inventory levels of current stock, keep abreast of changes affecting both the supply of and demand for products and materials for which they are responsible. Evaluating suppliers based upon price, quality, service support, availabilty, reliability and selection. Provide technological solutions for document storage to medical and legal clients. Negotiate contracts for best pricing. Manage jobs from estimates to delivery. Excellent track record of attendance, safety, increased efficiency, and reduction of costs Supervised 25 warehouse workers who they and I were required to supply weekly reports regarding productivity numbers, expenses, overtime and overall operations, to our Front Office Manager. Highly qualified, skilled and result oriented professional with more than 8 years of experience in the quality assurance, quality control and in the quality improvement, with excellent administration knowledge, excellence managerial skills, excellence communications skills and excellent presentation and organization skills

The Brownsville Herald Newspaper FEB 2009-JAN 2010 District Manager

Attend to customer complaints about the newspaper. Throw routes at nights. Handle cash flow from carriers. Attract new Customers. Travel to customers houses, complaints of delivery of the paper. Collections. Cover a range of areas as a full-time General Manager for local service. Provided complete, accurate and compelling coverage of deliveries and miss-deliveries in the city. Supervised a team of seven carries, who engaged in customer service, receiving, packing, and delivering the news paper to a part of town. Oversaw truck unloading and pick of the newspaper, Scheduled routes and coordinated distribution of the newspaper. Trained, Hired, Evaluated and Terminated Staff. Ensured the Content and accuracy of deliveries were implemented. Organized warehouse administration, inventory control and order handing out procedures with the use of computer applications for maintaining better quality. As Manager, I was responsible for production of goods of the right quality and specifications at the optimum cost and in right quantity. In order to plan, organize, and direct production, I needed to be well versed with making and implementing plans, thinking logically, and decision making with a talent for dealing with details.

WELLS FARGO FEB 2010 to MARCH 2011 PERSONAL BANKER Dedicated to opening up new business and personal bank accounts. Processing transactional paperwork with extreme accuracy and confidentiality. Follow-up with customers, provide ability to identify customers needs and match them to the best banking products and services. Passionate about providing courteous service and personalized service. Offer and sell financial product and services to consumers and small business customers. Interact with customers to ascertain needs. Open deposit accounts, handle loan applications, and manage various customer service requests. Highly knowledgeable, creative and result-oriented Banker with huge background in establishing and maintaining positive customer relationships, planning and delivering effective sales strategies and monitoring the progress of new and existing financial products. Assisted, senior bankers in preparation of sales memorandums, marketing materials, research reports, presentations. Establish and maintain effective relationships with new and existing customers, establishing their needs and advising on the suitability of services.

Car Sales (SELF EMPLOYED) JAN 2011 to APR 2011

Bought and Sold cars and trucks from specific models, destination going into Mexico. Bought 4/6 cylinder cars and trucks that were in big demand into Mexico. Would buy cars off Craigslist/Ebay, around the Houston/San Antonio/ Beaumont/ DFW and Louisiana Areas.

Ford- Ford Rangers, Escorts, Focus, and occasionally F-150’s

Chevy-Luminas, Impalas, Toyota Caris, Tracomas.

UNIVERSAL LUMPERS/ TOM THUM DISTRIBUTION CENTER, JUNE-20-2011 TO PRESENT

RECEIVING MANAGER

Tom Thumb/Universal Lumpers. Full service distribution company unloading fresh, frozen, and dry products to the warehouse, ice cream & yogurt, juice & etc, etc... Fast paced Food Service Distributor, experienced Lumper (Delivery Support) for Tom Thumb Distribution Center. Processed all invoicing, freight forwarding and packing slips.

Used computerized system to verify and pull inventory. Received high volume of orders daily, and kept accurate records...

Supervised loading and unloading of goods, ensuring that merchandise was handled with care and placed correctly in warehouse.

Resolved a wide range of problems, including missing merchandise, delivery cancellations, damaged merchandise and incomplete deliveries. Discussed shipping and packing issues with Tom Thumb personal to develop improved practices.

Dedicated and innovative management professional with significant experience in the management of shipping divisions. Enthusiastic team leader able to establish positive work environments and respond effectively to customer needs. I’m known for continuous commitment to resourceful cost cutting and productivity improvement. Adaptable and flexible problem solver with the ability to anticipate and preempt issues and to solve crises with minimal negative impacts.

Developed and implemented standardized practices for order processing, staff scheduling, warehouse operations and unloading and receiving. Streamlined order entry process that reduced total labor overhead for unloading.

Oversaw unloading operations and disbursement activities. Unloading all inbound trucks for the Tom Thumb distribution center.

4 Different docks I over see, the General Merchandise, Grocery, Produce, Freezer docks

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EDUCATION:

UNIVERSITY OF TEXAS AT BROWNSVILLE: 2002-2009

UNIVERSITY OF TEXAS AT ARLINGTON: AUG-DEC 2011

45 COLLEGE HOURS/CREDITS COMPLETED

15 CREDITS/HOURS FOR MY BACHELOR

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