Over sixteen (16) years of Customer Service and Management experience. Particularly skilled in trouble-shooting and resolving issues that result in a mutually beneficial outcome.
Bi-Lingual (Fluent Spanish). Proficient in all Microsoft applications. Familiar with Quick Books, Pro Search, Sales Logix, Net Suites.
PROFESSIONAL EXPERIENCE
DIRECTOR OF OPERATIONS May 1995 – Present
LANDCORP PROPERTY MAINTENANCE, INC – Phoenix Arizona
• Manage company’s sales and operations.
• Train employees and vendors on methods of cleaning standards, OSHA requirements and positively understanding customer concerns.
• Monitor data and generate quality reports.
• Oversee accounting department and submit all reports and financial related items to owner.
• Responsible for maintaining and training on up-to-date knowledge on new industry products and procedures.
• Confirm with each client that their account meets or exceeds LandCorp, as well as the client’s standards.
• Inspect each account to ensure we are familiar with all work requirements, while utilizing the best process/products for client.
• Research any problem accounts, determine a resolution and put that resolution into place.
• Examine a vehicle routing schedule for our employees to better utilize our mileage and time.
• Operate a schedule to maintain all vehicle and equipment.
• Schedule property inspections and quality calls to achieve customer satisfaction.
• Recruited, trained, scheduled and maintained 300 daily temporary staff personnel, including the processing of the payroll, until the owner sold that division of LandCorp.
• Researched and investigated new ways to streamline processes.
• Fostered a team atmosphere that has led to the promotion of many of my staff.
• My team has led the company’s sales for the past 10 years, as well as top customer satisfaction scores.
• Assisted the owner in making LandCorp a Multi-Million Dollar Company.
• Implemented many new processes and procedures to foster continuous growth.
OPERATIONS MANAGER, February 1993 – May 1995
Arizona Cabaret – Phoenix, Arizona
• Supervised all day to day operations of three (3) night clubs in the valley.
• Maintained all personnel records.
• Implemented all hiring and termination procedures.
• Ensured all accounting was processed and accurate.
• Prepared each club for the next night’s business.
• Ordered and kept accurate inventory of all products sold..
• Certified that maintenance was complete and we met all of OSHA and health department specifications.
CONTINUED EDUCATION AND CERTIFICATES
Attended various seminars including:
• Employee Training and Development
• How to read your customers and respond accordingly
• Train the trainer
• Customer Service
• Sales Training 101
• Assertive Communication for Women
• Dealing with Difficult People
• Gazelles: Negotiating in Hard Times
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