Manager Customer Service
Resume:
Jose Lopez-Ochoa
Visalia,Ca *3292, California, US
Mobile Phone: 559-***-****
Secondary Phone: 559-***-****
E-mail: uyz9bd@r.postjobfree.com
OBJECTIVE
To contribute to the growth of the company with opportunity for rapid promotion.
WORK EXPERIENCE
Sales Manager
November 2012 - present
VISALIA KIA | Visalia, CA
Automotive Sales and Financial Services
Responsible for Dealer funding- Protect Dealer Assets, Privacy, Effiction cash flow,
Customer Satisfaction, and Profit *Develop strategies for working effectively with the
sales staff *Create a knowledge base of financial services products and their
advantages to customers *Learning the critical steps in processing a deal *Become
skilled at customer-focused sales presentations that profit the dealership *Use Product
knowledge and sales skills to meet customer needs and resolve concerns *Share best
practices for managing the Financial Services Department and building finance source
relationships Understanding every Deal *The customer picture *The customer statement
*The Credit Bureau report *Reading a report *Key decision criteria *Finance source's
expectations *Selling deals
Financial Services Manager
August 2007 - September 2012
Nissan of Visalia | Visalia, CA
Financial Services
Responsible for Dealer funding- Protect Dealer Assets, Privacy, Effiction cash flow,
Customer Satisfaction, and Profit
*Develop strategies for working effectively with the sales staff
*Create a knowledge base of financial services products and their advantages to
customers
*Learning the critical steps in processing a deal
*Become skilled at customer-focused sales presentations that profit the dealership
*Use Product knowledge and sales skills to meet customer needs and resolve concerns
*Share best practices for managing the Financial Services Department and building
finance source relationships
Understanding every Deal
*The customer picture
*The customer statement
*The Credit Bureau report
*Reading a report
*Key decision criteria
*Finance source's expectations
*Selling deals
Financial Services Manager
November 2003 - August 2007
TOYOTA | Memphis, TN
Responsible for Dealer funding- Protect Dealer Assets, Privacy, Effiction cash flow,
Customer Satisfaction, and Profit
*Develop strategies for working effectively with the sales staff
*Create a knowledge base of financial services products and their advantages to
customers
*Learning the critical steps in processing a deal
*Become skilled at customer-focused sales presentations that profit the dealership
*Use Product knowledge and sales skills to meet customer needs and resolve concerns
*Share best practices for managing the Financial Services Department and building
finance source relationships
Understanding every Deal
*The customer picture
*The customer statement
*The Credit Bureau report
*Reading a report
*Key decision criteria
*Finance source's expectations
*Selling deals
*
General Manager
February 2003 - November 2003
Extended Stay America | Memphis, TN
Leads the staff as coach and trainer in the proper execution of the Front Desk,
Housekeeping, Laundry, and MAintenance standards. This includes the assessment of
the staff and property by "walking" the site and managing the employees on a continual
basis through the day. The General Manager must monitor performance, communicate
feedfack, and train the employees as they perform their jobs.
DUTIES AND RESPONSIBILITIES
Guest Service/Front Desk
*Ensures employees are executing procedures as outlined in Guest Service video amd
complying with scripting and policies of the Guest Service card.
*Ensures guest complaints within GM's control are minimal and infrequent. Ensures
complaints are handled timely and effectively.
*Ensures front desk and office are maintained in clean and organized manner.
*Ensures reservations are accecpted according to policies.
*Ensures that all required documentaion are completed and transmited accurately.
HOUSEKEEPING
*Ensures housekeepers are trained to achieve quality standards.
*Ensures the right chemicals and equipment are being used.
LAUNDRY
*Ensures laundry and kitchenware are properly cleaned and stocked.
*Ensures laundry room is cleaned and organized.
*Ensures all laundry equipment is in working order.
MAINTENANCE
*Ensures maintenance personal is available to perform necessary duties, as well as all
duties are done in a timely manner.
STAFFING, COACHING & TRAINING
*Ensures that all staff are properly trained.
*Ensures propertystaffing leveals are within established guidelines and pay rates.
*Ensures an envviroment where employees are highly motivated.
*Ensures that all company guidlines are met and effective disciplinary action is taken
according to the employee handbook.
Auditor/Operations Manager
May 2002 - February 2003
Residence Inn by Marriott | Memphis
My duties as Operations Supervisor were, all hotel operations, customer
service,responsible for all cashiers, deposits, reponsible for conducting CSE's,
maintaining goals, and to provide the best customer service possible to each guest.
Store Co-Manager
June 2001 - May 2002
Kroger | Cordova, TN
Responsible for store operations, sales figures, sales plans for every department, action
plan for every department head.Dealing with customer issues,employee issues, payroll,
human resoures,scheduling, ordering, shrink, preparing store for inventories, loss
prevention, following osha regulations, sanitation regalations. I am also responsible for
interviewing and hiring managers, asst. managers, and employees. I also conduct
Quarter review and evaluations and maintaining the store in general.
District Manager
May 2000 - June 2001
GNC | Memphis, Tn
I am responsible for 10 stores in the Memphis area. My responsibilities include, meeting
company sales goals (weekly), merchandising each store, ordering product, making
sure each store in well stocked to increase profit. Receiving and putting shipment up
when received. Logging invoice in computer and calling in any discrepancies.
Responsible for payroll. Making sure everyone is under budget each pay period.
Conducting manager meetings on a monthly basis to address any issues or to reward
those who are doing excellent and above our company goals. I also interview every
Assistant Manager coming aboard and all Manager candidates. On a weekly basis I
created a newsletter for my store in the memphis area. That is due every Monday
including Memos addressing any important issues that week. And the most important
thing our company thrives to be #1 is Customer Service because without them we
wouldn't be here. To provide a shopping experience that exceeds our customers
expectations.
Store Manager
November 1999 - May 2000
GNC | Selma, CA
Responsible for 15 employees, operation of store, sales, turning in action plan weekly,
sale figures daily, responsible for interviews, hiring, and conducting employee
evaluations through out the year, payroll done weekly, staying within budget weekly,on
hands checks done daily, ordering product weekly, merchandising the store, and strived
to provide the best customer service possible for every customer.
Store Manager
May 1999 - November 1999
GNC | Merced, CA
Responsible for 10 employees and one Assistant Manager, responsible for store
operations, sales, complete action plan weekly, responsible for conducting interviews,
hiring and evaluations done yearly, inventory control, on hands count, payroll,
scheduling, merchandising,
deposits, ordering product weekly, and dealing with customers daily.(Made move due to
Promotion)
Store Manager
December 1998 - May 1999
GNC | Visalia, CA
Responsible for 10 employees, Ordering product, payroll, deposits, inventory and on
hand counts,
merchandising, creating store ideas for sales goals, had to meet week and monthly
goals, responsible for store operations, complete action plan done weekly, conducting
interviews, hiring, and completing employee evaluations yearly, (Left due to promotion
for a for volume store).
Assitant Manager/Store Manager
September 1997 - December 1998
GNC | Visalia, CA
Responsible for 4 employees, ordering product, payroll, merchandising, meeting week
and monthly goals, deposits.(Left due to promotion in a bigger store).
Assistant Hotel Manager
August 1993 - September 1997
Holiday Inn | Visalia, CA
Responsible for 20 employees hotel and bar. I was reponsible for bar personel, ordering
food, drinks, equipment, was the acting Manager on Duty two days a week to cover for
night manager, took care of customer service issues.
EDUCATION
Certification,
Department of Insurance |
I currently have a Life and Health Insurance License
Professional,
November 1992 - February 1996
United State Marines | San Diego, CA
High School or equivalent,
August 1988 - June 1991
DINUBA HIGH SCHOOL | Dinuba, CA
SKILLS
Management Expert
Personal Trainer Expert
Sales Expert
LANGUAGES
Spanish Fluent
REFERENCES
TRINO TAMAYO
Sales Manager, Selma Honda
Professional
RICHARD WILKERSON
HR Director, Nissan of Visalia
Professional
NICK GALVAN
Insurance Agent, AAA
Professional
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