EMMANUEL PUENTE
Katy
Summary
Results-oriented professional with extensive experience in customer service and staff management. Proven ability to resolve complex issues and improve operational workflows, leading to increased customer satisfaction and loyalty.
Overview
18
18
years of professional experience
Work History
Department Manager
Doggett - Toyota Lift of Houston
Houston, TX
08.2022 - 08.2025
- Oversaw daily operations, ensuring compliance with safety and quality standards.
- Developed training programs to enhance employee skills and performance.
- Implemented inventory management systems, optimizing stock levels and reducing waste.
- Collaborated with cross-functional teams to streamline workflows and improve efficiency.
- Analyzed operational data to identify trends and drive strategic improvements.
- Managed departmental budgets, ensuring cost-effective resource allocation.
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Led a team of professionals to consistently achieve or exceed performance targets.
Customer Service Representative
Doggett - Toyota Lift of Houson
Houston, TX
07.2018 - 08.2022
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed orders and managed customer accounts using CRM software efficiently.
- Mentored new team members on company policies and customer service protocols.
- Improved response times by implementing streamlined communication processes within the team.
- Collaborated with sales and technical teams to address complex customer needs effectively.
- Analyzed customer feedback to identify areas for service improvement and increase satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
Parts Counter Person
Doggett - Toyota Lift
Houston, TX
06.2009 - 07.2018
- Managed inventory levels, ensuring accurate stock counts and timely replenishments.
- Assisted customers in locating parts, providing exceptional service and product knowledge.
- Processed orders using point-of-sale systems, maintaining transaction accuracy and efficiency.
- Trained new team members on inventory management procedures and customer service protocols.
- Coordinated with suppliers to expedite delivery of critical components, enhancing operational flow.
- Assisted customers with locating specific parts, leading to a streamlined shopping experience.
- Conducted regular inventory audits, identifying discrepancies and making necessary adjustments to maintain accurate records.
- Increased customer satisfaction by providing excellent service and knowledge of automotive parts.
- Processed customer orders accurately and efficiently, contributing to repeat business.
- Stocked shelves, built displays and merchandised products enabling customers to find needed items and products.
- Attended trainings on new products and industry trends, increasing knowledge base and staying current within the field.
- Utilized computer systems to look up part information, expediting the sales process and enhancing customer satisfaction.
- Completed sales and service documentation for customer and business records and provided receipts of purchase.
- Ordered parts for customers, repair shops and service department for use in customer field and shop repairs.
- Assisted management in creating promotional materials highlighting special offers on select merchandise.
- Ordered parts from various distributors to fulfill demands.
- Greeted customers via telephone and in person to answer questions, resolve concerns, and complete sales.
Technician, Shop
Doggett - Toyota Lift of Houston
Houston, TX
01.2009 - 06.2009
- Diagnosed and repaired equipment, ensuring optimal performance and safety compliance.
- Performed routine maintenance on forklifts, enhancing longevity and reducing operational downtime.
- Collaborated with team members to streamline repair processes, improving overall workflow efficiency.
- Implemented preventative maintenance schedules, contributing to enhanced reliability of machinery.
- Assisted in troubleshooting complex mechanical issues, leading to timely resolutions for clients.
- Maintained accurate service records and inventory management for parts and tools used in repairs.
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
Lube Technician
John Eagle Honda Of Houston
05.2007 - 12.2008
- Conducted routine oil changes and fluid checks to ensure vehicle performance and longevity.
- Maintained cleanliness and organization of work area to promote safety and efficiency.
- Assisted technicians with vehicle inspections and repairs, enhancing team productivity.
- Repaired minor mechanical issues, contributing to overall customer satisfaction and service quality.
- Assisted coworkers when needed to ensure smooth operations during peak hours or when dealing with challenging situations.
- Recommended automotive services and repairs to promote good vehicle operation and enhance road safety.
Education
High School Diploma -
Cypress Ridge High School
Houston, TXSkills
- Customer service
- Staff management
- Team leadership
- Team supervision
- Problem-solving
- Training and mentoring
- Decision-making
- Safety and security
- Customer engagement
- Sales expertise
- Sales strategy
- Computer skills
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Department Manager
Doggett - Toyota Lift of Houston
08.2022 - 08.2025
Customer Service Representative
Doggett - Toyota Lift of Houson
07.2018 - 08.2022
Parts Counter Person
Doggett - Toyota Lift
06.2009 - 07.2018
Technician, Shop
Doggett - Toyota Lift of Houston
01.2009 - 06.2009
Lube Technician
John Eagle Honda Of Houston
05.2007 - 12.2008
High School Diploma -
Cypress Ridge High School