Customer Service Sales

Carlos Lagunilla Menetrier____________________________

**** *. ** ***** **.., Scottsdale, AZ 85255

480-***-**** - *******@*****.***

SENIOR MANAGER -OPERATIONS- MULTILINGUAL

** ***** ********** *roviding leadership, guidance and direction to global customer care organization with a focus on quality, service delivery metrics, compliance and staff development/enrichment.

OBJECTIVE

Obtain a position where I can maximize my management skills, quality assurance, program development, Master in Management, and training experience. Utilizing my multilingual skills which include English, Spanish, Portuguese and French

STRENGTHS

Demonstrated success in the development, monitoring performance, coordination and direct implementation of standardization in the customer support operations, creating and implementing winning strategies that minimized costs, and delivered bottom-line results in very competitive domestic and international environments using the following skills:

Coaching, motivation and performance development Analytic and critical thinking Written and oral communication

Organizational skills Attention to detail Project management

Competence Innovation Openness

Dedication Business focus Multi-Task Operations

• 20+ yrs operations experience serving national and international clients.

• Oversee, monitor, and verify output of individuals and work teams.

• Track record of significant achievement, to include reducing costs, improving sales and profits, and developing and improving purchasing programs to meet corporate objectives.

• Proven ability to identify potential savings, strategically analyze procurement contracts and develop sustainable, long-term relationships to maximize revenue and to improve process efficiencies and increase performance.

• Capable to manage staff, coach, train and oversee operating budgets, and communicate with other departments, and executive management to ensure goals are met.

• Ability to analyze cost control, providing timely and frequent financial information that supports operational goals.

• Experience with international clients in customer service and conducting production planning.

• Strong analytical and financial skills as well as a solid understanding of the drivers of a P&L.

SKILLS - COMPUTER PROFICIENCIES

Windows Microsoft; Excel, Word, Outlook, Power Point

PROFESSIONAL EXPERIENCE

Recognized throughout longstanding career for ability to develop, implement, and manage full-charge customer operations and functions while overseeing multifaceted operations and administration procedures.

June 2009 – August 2011: Verizon Wireless, Phoenix, AZ – Senior Customer Operations

As a Senior Customer Operations for Verizon Wireless:

• Responsible for negotiations & problem solving with customers

• Assesses needs and suggests products and services for the customers

• Help the teammates with issues that may occur

• Help the team when needed with stats or sending new information needed

• Maintains the goal to 100% customer satisfaction

January 2006 – February 2009: The Home Depot – Senior Contractor Service Operations.

As a Senior Contractor Service Operations for The Home Depot, fully plans, organize and coordinate company’s contractor operations functions as follow:

• Responsible for establishing relationships with contractors and providing superior customer service

• Involved with sales, project planning, setting up deliveries and following up with the contractors to assure product satisfaction

Achievements

• Earned #1 achievement in sales for the entire state of Arizona (over 300 stores)

• Named Employee of the Month for August 2008

• Achieved Perfect Attendance Award for 2008

May 2004- December 2005: Salt River Project, Phoenix, AZ – Senior Bilingual Customer Operations.

As Bilingual Customer Operations Specialist for Salt River Project, fully operated managed company Hispanic Customer Operations functions, as well as supervised a team of 7 Customer Service agents.

• Worked as a Customer Relations Project leader in CRC

• Improved telesales, account acquisitions, and streamlined existing logistical processes

• Fostered and engaged improved customer relations thus maximizing profits

January 1998 – October 1999: Technion, Ft. Lauderdale, FL – Data Processing Supervisor.

As Data Processing Supervisor for Technion, managed 12-15 processors employees.

• Supervised 12 non-exempt employees

• Managed all day to day functions based on dictated volume

• Coached and trained all new hires and existing personnel

June 1996- December 1997: American Express, Ft. Lauderdale, FL – International Customer Relations.

• Handled all international customer service issues

• Was utilized in the International Customer Service Department- utilized all 4 languages daily

January 1991- April 1996: Mercedes Letre Ltda, Rio de Janeiro, Brazil– Import/Export Operations Coordinator.

• Supervised and Managed a 25 person sales force team

• Handled all accounting and bookkeeping requirements

• Managed all day to day functions to include a thorough business acumen

EDUCATION

BS IN BUSINESS MANAGEMENT University of Phoenix July 2009

Master in science of MANAGEMENT University of Phoenix October 2011

QUALIFICATIONS

• Master in Management,

• 10 years in general management and international customer relations

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