Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic

Ermelinda Bosquez

Tulare,USA

Summary

Dynamic Operations Manager with a proven track record at Maxco Supply, Inc., enhancing customer experience through effective team leadership and workflow optimization. Skilled in quality assurance and client relationship building, I successfully implemented process improvements that elevated operational efficiency and strengthened client partnerships.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Operations Manager, Customer Experience

Maxco Supply, Inc.
Delano, CA
06.2023 - Current
  • Led, advised and mentored new hires on company programs
  • Uphold all necessary legal and industry guidelines in managing customer service activities
  • Mentored staff on aligning with company standards and operational protocols
  • Managed direct interactions with clients to handle escalations effectively
  • Analyzed operational methods, identified areas to optimize and presented solutions for better efficiency
  • Produced educational materials aimed at advancing knowledge among customer service staff
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day
  • Maintained accurate logs to streamline process-based operations and track performance
  • Developed a collaborative environment promoting customer-centric practices
  • Optimized delivery timelines by efficiently negotiating with suppliers
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships
  • Conducted brainstorming sessions to devise strategies for improved customer experience
  • Implemented quality assurance programs to monitor accuracy of customer interactions
  • Delegated work to staff, setting priorities and goals
  • Enhanced operational efficiency by overseeing day-to-day functions of the customer service team that included hiring processes, comprehensive training programs and effective coaching
  • Maintained adequate stock levels by actively tracking inventory status
  • Coordinated with IT staff to improve user experience

Customer Service Rep. / Hazmat Coordinator

International Paper
06.2009 - 06.2023
  • Cultivated strong customer relationships through effective account management
  • Served as backup to Customer Service Manager
  • Oversee and execute important judgments
  • Coordinate and purchase necessary tooling
  • Addressed quality issues through implementation of TICS
  • Proposed relevant product options based on customer requirements
  • Identified opportunities to streamline like items, leading to increased production efficiency and profitability
  • Maintained adherence to DOT federal regulations for spec and plant compliance
  • Streamlined processes by implementing scheduled audits and employee training
  • Leveraged Witron, Kiwi, SAP, and Microsoft Office to enhance operational efficiency
  • Monitored each phase of order processing to guarantee prompt delivery
  • Supported sales team members to drive growth and development
  • Ensured consistent system updates with billing details, client preferences, and order particulars

Operations Assistant

Bank of the Sierra
10.2007 - 06.2009
  • Assist bank personnel with research and resolution on all accounts
  • Make account adjustments as required, balance general ledger and payroll accounts
  • Process check returns to the Federal Reserve

Lead Customer Service

Harvest Container Company, Inc.
06.2006 - 04.2007
  • Collaborated with staff to develop team goals
  • Create efficient workflow processes and implemented changes as necessary to suit the department
  • Managed customer accounts and monitored daily productivity
  • Create and maintain item specification files, sales estimates, and formal quotes
  • Ordering all print plates and cutting dies required for new and existing items, quality assurance checks; attend production meeting, coordinate and schedule incoming and outgoing shipments
  • Keep month end reports up to date and facilitate inventory activities, including reconciliation

Customer Service Representative

Smurfit-Stone Container, Corp.
03.2004 - 06.2006
  • Managed 40 plus west coast accounts
  • Create item specs, cost estimates, quotes, booking orders, in the Harry Rhodes system
  • Monitored inventory levels
  • Attend daily production meeting, ordering required tooling

Customer Service Representative

Harvest Container Company, Inc.
04.2003 - 02.2004
  • Create and maintain item specification, cost estimates, booking orders, tracking inventory levels, ordering all tooling required for new and existing items, as required, scheduling all incoming and outgoing shipments
  • Assist with month end inventory

Education

Business Administration - Business Administration And Management

Grand Canyon University
Phoenix, AZ
09.2022

Skills

  • Team leadership
  • Customer Experience Enhancement
  • Workflow Optimization
  • Client relationship building
  • Supply Chain and Logistics Management
  • Staff management
  • Performance monitoring and evaluations
  • Project management
  • Box development and Marketing
  • Data archiving
  • Health and safety compliance
  • Emergency response, CPR, and AED Instructor
  • Quality assurance and control
  • Process improvement strategies

Certification

CPR & AED Instructor, 11/16/24

Languages

  • English, Full Professional
  • Spanish, Native/ Bilingual

References

References available upon request.

Timeline

Operations Manager, Customer Experience

Maxco Supply, Inc.
06.2023 - Current

Customer Service Rep. / Hazmat Coordinator

International Paper
06.2009 - 06.2023

Operations Assistant

Bank of the Sierra
10.2007 - 06.2009

Lead Customer Service

Harvest Container Company, Inc.
06.2006 - 04.2007

Customer Service Representative

Smurfit-Stone Container, Corp.
03.2004 - 06.2006

Customer Service Representative

Harvest Container Company, Inc.
04.2003 - 02.2004

Business Administration - Business Administration And Management

Grand Canyon University

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Ermelinda Bosquez