Co-ed Softball Team Member
Alexander Cervantes
Manager Of Customer Support
San Diego,CA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying soft skills, training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Manager of Customer Success
Component Control, Inc.
12.2022 - Current
- Ran and Approved Payroll & PTO requests for 15 employees.
- Responsible for recruiting of new hires. Conducted new hire interviews via Remote Sessions as well as on-site.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions depending on the clients needs.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
- Assisted customers after implementation phase was completed. Served as a concierge for new client accounts.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Analyzed and reported on monthly KPIs for individual software support technicians. Conducted 1-on-1 meetings and weekly department meetings.
Facilities Manager
Component Control, Inc.
10.2021 - 12.2022
- Developed and maintained courteous and effective working relationships with over 20 different service vendors.
- Managed corporate parking account for ACE Parking and public transportation account (Pronto) by promote easy accessibility for my employees.
- Managed security and access control by overseeing surveillance camera, alarm and card access systems for facility safety and security.
- Ordered, maintained and distributed supplies and inventory.
- Oversaw all aspects of equipment installation, maintenance, and repair for both internal and external services.
- Coordinated with cleaning and janitorial services to keep facility clean and presentable for occupants.
- Controlled expenses to meet budget requirements.
- Maintained regulatory compliance by staying up-to-date on relevant laws, codes, standards, such as OSHA requirements.
- Enhanced building security with the installation of access control systems, surveillance cameras, and improved lighting.
Platoon Commander
U.S Marine Corps- Infantry Reserves
08.2016 - 07.2022
- Led marines during challenging field exercises to build resilience and adaptability under adverse conditions.
- Developed standard operating procedures for efficient execution of daily duties and mission objectives.
- Oversaw platoon administrative tasks, ensuring accurate records management and timely submission of reports.
- Fostered an environment that encouraged continuous learning (MarineNet), ultimately leading to increased proficiency levels across various skillsets within the platoon.
Software Support- Team Lead
Component Control, Inc.
10.2020 - 10.2021
- Optimized resource allocation by analyzing a particular team members skillsets and areas of expertise, resulting in increased efficiency.
- Coached team members in techniques necessary to complete job tasks.
- Built strong relationships with customers through positive attitude and attentive response.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Generated reports detailing findings and recommendations.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
Customer Care Coordinator
Component Control, Inc.
01.2019 - 10.2020
- Assisted call-in customers with questions and orders.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests (via phone and email), assisting with logging service tickets and handling incoming calls.
- Delegated workflow for 14 technical support technicians.
- Responsible for ordering catered lunch for the entire company
- Followed up with customers about resolved issues to maintain high standards of customer service.
Digital Marketing Account Manager
Mitchell1- A Snap On Company
08.2015 - 08.2016
- Successfully established and maintained relationships with approximately 400 Automotive Shops across the United States, and assisted them in their marketing efforts via a customer retention marketing software (SocialCRM)
- Developed and implemented comprehensive marketing strategies to increase brand awareness and customer acquisition.
- I coached small business in marketing best practices and new product features via inbound and outbound calls
- Blog management and creation.
- Mentored junior account managers on best practices in digital marketing strategy development and implementation.
Marketing & Events Manager
RaceLegal.com dba Center of Injury Prevention
09.2010 - 08.2015
- Maximized event visibility by leveraging social media platforms, email campaigns, and targeted advertising efforts.
- Cultivated relationships with prominent automotive organizations in San Diego, among a few were Extreme Autofest, Socaleuro.com, Z Convention, and Trapster.com
- I was the Project Manager that worked extensively with software developers to launch the first mobile smartphone app for the company, the "RaceLegal.com" App
- I implemented and administrated the company's social media channels and coordinated email blast campaigns.
- Evaluated event performance, identifying areas for improvement and implementing necessary changes.
Student Intern
San Diego Municipal Courthouse
06.2007 - 12.2010
- As a student worker in the accounting division of Traffic Court, I collaborated with a colleague in completing various purge projects that encompassed some 90,000 traffic court cases.
- After successful completion of the project, I was tasks with permanent administrative duties among which were: processing credit card payments, transmitting correspondence, data entry and record keeping.
- Enhanced internship experience by actively participating in team meetings and contributing valuable ideas.
Student Assistant
State Of CA- Department Of Health & Human Services
06.2006 - 05.2007
- As a full time college student, I held the role of student assistant. I was responsible for providing customer service via over the phone or in person, scheduling meetings in outlook, setting up meeting rooms, filing documents, operating office equipment, and uploaded documents to the host server,
- Completed clerical tasks such as filing, copying, and distributing mail.
Education
Infantry Training Battalion School of Infantry-East
High School Diploma - General Education
Eastlake High School
Chula Vista, CA07.2006
Associates Degree - Social and Behavioral Sciences
Miramar College
Bachelor of Arts - Communication Studies
San Diego State University
San Diego, CA05.2012
Associate of Science - Organizational Leadership (New Manager Development
Cornell University (online)
Ithaca, NY10.2023
Skills
Empathy and Inclusion
Performance Evaluation
Managing Operations and Efficiency
Team Leadership
Coaching and Teaching
Good Judgment
Task Delegation
Empathy and Inclusion
Goal Setting
Problem-solving aptitude
Positive Attitude
Process Improvement
References
- Brian Nguyen, Tandem Agent, 858-774-4541
- Angelo Mella, Tandem Agent
- Lydia DeNecocchea, CEO RaceLegal.com, 619-987-4936
Certification
Private Pilot Ground School Certificate
Interests
Carpenter
Avid Chess Player
Trivia Go-er
Mediocre Gardener
Co-ed Softball Team (Volo Sports)
I participate and am an active team member of in a weekly co-ed Softball Team through Volo Sports.
Timeline
Manager of Customer Success
Component Control, Inc.
12.2022 - Current
Facilities Manager
Component Control, Inc.
10.2021 - 12.2022
Software Support- Team Lead
Component Control, Inc.
10.2020 - 10.2021
Customer Care Coordinator
Component Control, Inc.
01.2019 - 10.2020
Platoon Commander
U.S Marine Corps- Infantry Reserves
08.2016 - 07.2022
Digital Marketing Account Manager
Mitchell1- A Snap On Company
08.2015 - 08.2016
Marketing & Events Manager
RaceLegal.com dba Center of Injury Prevention
09.2010 - 08.2015
Private Pilot Ground School Certificate
06-2010
Student Intern
San Diego Municipal Courthouse
06.2007 - 12.2010
Student Assistant
State Of CA- Department Of Health & Human Services
06.2006 - 05.2007
Infantry Training Battalion School of Infantry-East
High School Diploma - General Education
Eastlake High School
Associates Degree - Social and Behavioral Sciences
Miramar College
Bachelor of Arts - Communication Studies
San Diego State University
Associate of Science - Organizational Leadership (New Manager Development
Cornell University (online)