8/3/2019 Office Manager or General Manager or Assistant General Manager o

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James W. Perez201 East Francis 832.597.2754Baytown, TX 77520 jp13b3892@westpost.net

GENERAL MANAGER / CUSTOMER SERVICE MANAGER

Offering over 13 years of experience managing operations for major brands

Highly accomplished, visionary executive with a solid background in operations,business development, client retention, and staff training/development. Results-oriented, decisive leader with proven success in streamlining operations, reducing costs, and driving profits.

CORE STRENGTHSCall Center Operations Claims and Sales Processing Account ManagementCustomer Satisfaction Sales Administration Order Fulfillment Customer Retention Front Office Operations Workflow PlanningP&L Management Performance Improvement Fleet Management

Recipient of Employee of the Year and Employee of the Quarter Awards OSHA 10 Certified

SIGNIFICANT PROFESSIONAL ACHIEVEMENTS

Staff Development : Develop and facilitate monthly training creating enhanced employee product knowledge and increased customer satisfaction. Increase employeeproductivity and attendance using one-on-one feedback and consistent coaching.

Cost Analysis and Reduction : Analyze monthly operating expenditures, identify unnecessary spending, conceptualize and execute strategic cost reduction plans.

Organizational Restructuring : Identify and resolve departmental inefficiencies.Overcome employee anxiety to restructuring through open communication, educating employees on benefits, and providing understanding to concerns.

PROFESSIONAL EXPERIENCE

The Whitlock Group Houston, TX 2004 to Present

Technical Operations Manager 2008 to Present

Manage 25 person technical operation team responsible for maintaining and increasing customer satisfaction levels. Performed employee training, evalauations, and reviews. Work synergistically with multiple departments to generate sales revenue, provide accurate data, and distribute reports. Oversee all departmental spending and procurement.

* Overhaul department creating new structure plan to increase operating efficiency and employee productivity. Provide leadership ensuring employee confidence.* Analyze and identify potential cost saving measures. Right-size local suppliernetwork and decrease labor costs by recommending corporate credit card usage.* Instrumental in development and attainment of major regional rental car service account increasing profitability.Recognized for superior Fleet Management skills for 10 vehicles, including budgetary and operation cost analysis.* Develop strategic plans in conjunction with Project Manager delivering high level service above customer expectations.

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Office Manager 2006 to 2008

Oversaw day-to-day administrative operations of Houston location. Developed newstandard operating procedures streamlining operations. Company leader selected to mentor and train new Customer Service Representatives on company objectives.

* Recipient of multiple national and local awards for outstanding service, the ability to offer solutions, and gain customer loyalty.* Effectively communicated with business partners, sub-contractors, and customers to alleviate and solve customer service issues.* Processed invoices, responded to customer/staff questions, and monitored facility maintenance issues. Negotiated building contracts ensuring cost reduction.* Prepared accurate weekly sales and customer service reports in timely manner allowing for proper analysis and improvement measures.* Conceptualized and implemented National Customer Service Manual.

Customer Service Representative 2004 to 2006

Provided exceptional sales, administrative, and client support using superior communication and time management skills.

* Standardized purchase order log, usage guidelines, and issued electronic/manual purchase orders. Created new proposal design and process.* Contributed to sales proposal preparation and negotiated special pricing with

vendors allowing for win-win solutions.* Managed order fulfillment and customer communications. Researched and verifiedinsurance and bonding requirements.

MCSI Houston, TX 1998 to 2003

Office Manager 1999 to 2003

Managed office operations and multi-site(4) merger involving 50 employees. Planned all location closings achieving minimal workflow issues and slashing operating expenses. * Originated innovative sales and management customer service procedures and rep

orts resulting in employee and operational improvements. Customer Service Representative 1998 to 1999

Supported Sales and Branch Management operations. Identified customer needs, enhanced vendor relations, and sourced sales leads.

Military Experience

U.S. Marine Corps 1993 - 1997Lance Corporal E33043 Supply Administration and Operations Specialist