Felix Gutierrez II
Livonia
Summary
Dynamic Customer Service & Warranty Manager with a proven track record at Kentucky Trailer, excelling in operational efficiency and effective communication. Expert in negotiations and problem-solving, successfully enhancing customer loyalty and managing budgets to drive profitability. Recognized for establishing strong relationships and implementing impactful corrective actions.
Overview
23
23
years of professional experience
Work History
Customer Service & Warranty Manager
Kentucky Trailer
01.2011 - Current
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Developed and maintained relationships with customers, vendors and suppliers through account development.
- Accomplished multiple tasks within established timeframes.
- Controlled costs to keep business operating within budget and increase profits.
- Identified and communicated customer needs to supply chain and quality teams.
Quality Assurance & Warranty Manager
Calutech Mobile Solutions, Inc.
05.2002 - 10.2010
- Created and maintained quality management systems to align with industry standards.
- Implemented new quality assurance and customer service standards.
- Collaborated with cross-functional teams to develop and implement process and system improvements.
- Performed root cause analysis to identify and resolve quality issues and defects.
- Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
- Established and tracked quality department goals and objectives.
- Tracked quality issues with external customers, suppliers, and internal plant operations.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Education
Bachelor of Science - Business Management
Indiana Wesleyan University
Marion, IN03-2019
Associate of Arts - Graphic Arts
International Institute of Design & Technology
Chicago, IL01-2000
Skills
- Effective Communication skills
- Negotiation and conflict resolution
- Time management
- Problem-solving abilities
- Task prioritization
- Adaptability
- Multitasking Abilities
- Professionalism
- Customer relations
- Reporting and documenting
- Product expertise
- Sales support
- Operational efficiency
Timeline
Customer Service & Warranty Manager
Kentucky Trailer
01.2011 - Current
Quality Assurance & Warranty Manager
Calutech Mobile Solutions, Inc.
05.2002 - 10.2010
Bachelor of Science - Business Management
Indiana Wesleyan University
Associate of Arts - Graphic Arts
International Institute of Design & Technology
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