Ernesto Gamboa
La Habra,CA
Summary
Seasoned Senior Customer Support Representative with substantial background in providing high-quality customer service. Strengths include handling complex customer inquiries, managing escalated issues effectively and fostering strong customer relationships. Proven ability to lead team initiatives that enhance operation efficiency and improve customer satisfaction levels. Demonstrated impact on previous organizations includes implementing innovative solutions to streamline support functions and increase overall productivity.
Overview
1
1
Certification
31
31
years of professional experience
Work History
Senior Customer Support Representative / Returns Coordinator
AMADA AMERICA INC.
La Mirada, CA
02.2012 - 07.2026
- Managed end-to-end reverse logistics for customer returns, issuing carrier shipment labels for returns, scheduling freight pickups, and inspecting returned goods determining disposition prior to issuing credit and debits.
- Provided nationwide customer service and technical support & guiding Clientele, through machinery systems applications and parts inquires, ensuring timely case escalations.
- Processed customer quotes, sales orders, and Return Goods Authorizations, accurately issuing customer credits and debits while maintaining attention to detail.
- Processed special parts orders for company's Parts Repair & Exchange Program offering customers cost effective options, reducing long lead times.
- Conducted regular advisory follow-ups with clients and National Service Department, ensuring customer satisfaction and expected resolution.
- Amada America Inc. is a worldwide manufacturer and service provider of precision metalworking machinery and industrial automation systems.
Customer Support Representative
ASHLAND DISTRIBUTION INC.
Santa Ana, CA
03.1997 - 09.2011
- Customer service operations for composites divisions' largest account, driving 24M in annual sales volume.
- Trained and mentored entry-level employees on product knowledge, enabling team members to advance into sales and purchasing roles.
- Functioned as a designated SAP Power User during company wide system integration roll-out, training staff to facilitate smooth adoption.
- Facilitated department cohesion and team morale, contributing to enhanced operational efficiency.
- Participated as one of six team members in piloting a new corporate business model that streamlined processes nationwide.
- A Fortune 500 chemical and composite distributor, Ashland Inc. operates in 100+ countries worldwide.
Inventory Control Coordinator
ASHLAND CHEMICAL
Santa Fe Springs, CA
06.1995 - 09.1997
- Managed a $2.5M inventory across a 10,000 sq. ft. facility, maintaining variance levels well below corporate thresholds.
- Rectified below level inventory variance, establishing company record and receiving formal recognition.
- Established company record by rectifying a below level inventory variance, receiving formal recognition for achievement.
- Standardized procedures and mentored inventory coordinators across multiple plant sites, promoting independence and cost-effective operations.
- Reorganized and consolidated warehouse layouts, recovering over $160K of misplaced product.
Education
Business Administration Studies
Fullerton College
Fullerton, CASkills
- Customer Service Excellence
- Key account management
- Sales Order Management
- Customer relationship management (CRM)
- Inventory control
- Reverse Logistics Management
- Continuous improvement
- Attention to detail
- Problem Solving
- Task Prioritization
- Team collaboration
- Quote preparation
- SAP order entry
- Client follow-up
- Escalation management
- Sales support
- Exceptional communication
- Training and mentoring
- Empathy and patience
- Building rapport
- Positive and professional
- Critical thinking
Certification
- ISO 9000 Quality Assurance Certification
- Simply The Best Quality Assurance Program
- Responsible Care Chemical Stewardship Certification
Language Skills
Fluent in English and Spanish
Timeline
Senior Customer Support Representative / Returns Coordinator
AMADA AMERICA INC.
02.2012 - 07.2026
Customer Support Representative
ASHLAND DISTRIBUTION INC.
03.1997 - 09.2011
Inventory Control Coordinator
ASHLAND CHEMICAL
06.1995 - 09.1997
Business Administration Studies
Fullerton College