Dynamic Professional targeting a challenging role utilizing strong customer service

and leadership abilities.

• Skilled in building and managing highly productive teams of up to 40 direct reports, with a focus on performance management, employee retention and increasing productivity.
• Comprehensive understanding of the skills needed to anticipate, meet and exceed client expectations in a proactive and courteous manner.
• Possesses linguistic fluency in Spanish and English.

Control Auto Sales 2015-Present

General Manager / Owner

• Assume key role as sole proprietor, overseeing all aspects of day to day operations, including personnel management, human resource services, inventory control and financial procedures.
• Design innovative marketing strategies to attract prospective customers and increase overall sales revenue.
• Provide excellent customer service, integral to maintaining retention and generating customer based referrals.
• Ensure compliance and precision throughout full sale cycle, including title transfers and document review.

Stanley Black and Decker, Stanley Proto Division 2011-Present

Customer Service Representative

• Utilize bilingual abilities to successfully provide customer support, inquiry resolution and post-sale follow up.
• Streamline process improvement initiatives, resulting in increased efficiency throughout daily operations.
• Interact with clients throughout various means, including e-mail and inbound calls, promoting satisfaction while achieving existing company goals.
• Collaborate extensively with sales personnel, distributors and service team members to optimize overall customer experience.
• Maintain adherence to company guidelines and regulations.

Stanley Proto thru Adecco Company 2010-2011

Customer Service Representative

Computer Generated Solutions, Atlanta GA 2008-2010

Technical Service Representative

• Provided top notch customer service within a high volume, inbound call center, focusing primarily on issue resolution for desktops and laptops.
• Implemented effective troubleshooting techniques to successfully reduce customer downtime.
• Continually met and exceeded company goals regarding hold time, handling time and customer satisfaction.

Resource Employment Solutions, Conyers, GA 2007-2008

Pactiv Onsite Manager

• Demonstrated strong management skills throughout oversight of daily operations for 40 direct reports.
• Utilized strong industry knowledge to develop highly successful training and development programs.
• Heavily involved in human resource services, including employee relations management, safety regulation compliance and ensuring maximized customer satisfaction.

Previous Positions:

Western Union, Contracted through Apex Systems, Inc, Englewood, CO 2006-2007

Technical support Tier 1

Hensmann Learning, Denver, CO 2005-2006

MCSE 2003 Training

Mountain City Meat Company, Denver, CO 2005-2006

Quality Assurance Technician

Denver Mattress Company, Denver, CO 2004-2005

Tapper

Woodridge Roofing, Lemont, IL 2001-2004

Roofer

PNC Bank, Pittsburgh, PA 2000-2001

Corporate Lockbox Clerk

Federated Investors Funds, Stivers Staffing Services, Pittsburgh, PA 2000

Mail Clerk

Bachelor of Science, Data Processing, Instituto Tecnologico de Leon, Guanajuato, Mexico

CompTIA: A+ Certified, Network+ Certified

Microsoft Certified Professional, MCP ID#3755703