Gerardo Grijalva
San Diego,CA
Summary
Accomplished leader with a proven track record at Tech 24, enhancing operational efficiency and customer satisfaction. Expert in Operations Management and Team Development, I've driven significant improvements in service quality and profitability. Skilled in navigating regulatory compliance and fostering staff growth, my strategic approach has consistently exceeded performance goals.
Overview
26
26
years of professional experience
Work History
Assistant Branch Manager
SiteOne Landscape Supply Inc.
09.2023 - Current
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to cash on hand and banking deposits per policies and regulations.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
- Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
- Assisted in creating a welcoming branch atmosphere by maintaining cleanliness, organization, and visually appealing displays of promotional materials.
- Built rapport with account holders by reaching out with product recommendations and account updates.
State Licensed Inspector
Terminix Pest Control
05.2022 - 09.2023
- Prepared reports detailing findings of inspections, investigations, and tests.
- Ensured compliance with industry regulations through meticulous attention to detail during inspections.
- Delivered detailed reports on findings from inspections, helping customers understand areas requiring attention or improvement necessary to improve health and structure of their home.
- Upheld codes and regulations governing materials, processes, and procedures at time of fumigation, service, and repairs.
- Identified potential hazards and recommended corrective actions, ensuring a safer work environment for all employees.
- Maintained up-to-date inspection and audit records for improved reporting and analysis.
- Mentored junior inspectors, sharing industry expertise to enhance their skills and abilities in performing thorough inspections.
- Identified repair and upgrade requirements needed to meet safety and quality standards.
- Enhanced company safety standards by conducting thorough inspections of equipment and facilities.
Branch Manager
Tech 24
01.2020 - 05.2022
- Promoted to Branch Manager as part of a transfer. Promoted from Service Manager for Arizona Branch.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
Service Manager
Tech 24
08.2017 - 01.2020
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels and selling Preventative Maintenance Plans to reduce downtime of equipment.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
Area Manager
Executive Management Services Inc
07.2011 - 08.2017
- Execute operational management at 15 account sites; several accounts operate as Mine Sites with an average of 35 buildings per site and located across Arizona & New Mexico.
- Train 15 supervisors by applying corporate and industry lead cleaning, safety, and supervisor requirements to oversee staff assigned to their respective accounts. Supervisor performance measured by their ability to maintain operating cost within contract budget and maintain revenue as set by industry average and shareholder expectations.
- Interface with contract site contact to ensure a 100% customer satisfaction rate achieved by being an active resource for existing and anticipated facilities maintenance needs: green cleaning, carpet/floor care, window, and site-specific cleaning needs due to environment or industry.
- Exceed customer expectations by effectively reviewing service needs and providing an accurate account of value/cost to maintain facility cleanliness.
- Actively visit contract sites and meet with site contact to review cleaning auditing conducted at time of visit. Audit captured via Cleantelligent – Janitorial Management Software. Audit review consisted of checklists, photos, and written details on ways to improve process cleaning.
- Ensure supervisors and 95+ janitors reporting to my respective area are following all OSHA, MSHA requirements, correctly using chemicals, disposing of chemicals, and operating within the safety/policy requirements set by the contract site.
- Spearhead major projects to ensure safety and completion within budget guidelines to maximize revenue.
Workforce Resource & Planning Management
Convergys
09.1998 - 07.2011
- Collaborated with 5 Resource & Planning Management team members to generate and provide 350 employees with weekly schedules. Effectively meet call center production needs of clients: AMEX, Home Depot, and AT&T. Schedules optimized online staff to manage anticipated customer call volume for specified time of day and week.
- Examined sensitive information for 350 employees in 2 scheduling software databases (IEX, TotalView) for availability and secondary language to achieve optimal efficiency in first call resolution, average speed of answer, and first call resolution.
- Managed schedule preferences for 350 employees by reviewing and setting thresholds for time off, reviewing request for schedule adjustments, time off requests to ensure call center and customer metrics and KPI were met and exceed budget revenue.
- Analyze historical call history and accounting for averages in call abandonment, calls in queue, service level, speed of answer, and handle time when preparing 350 production schedules weekly.
- Produced weekly trend reports on maintaining 350 staff and forecasted call volume to anticipate hiring needs of each client
- Monitored ongoing projects closely, adjusting resources as necessary to maintain alignment with budget constraints and strategic goals.
- Influenced positive change by presenting data-driven insights on potential improvements in workforce allocation methods.
- Provided ongoing support to project managers in managing resources effectively throughout the project lifecycle.
- Informed mid-to long-term hiring decisions through insightful analysis of workforce capacity and anticipated demand.
Skills
- Operations Management
- Team Development
- Business Development
- Compliance Management
- Operational Efficiency
- Staff education and training
- Account Management
- Staff Management
- Employee Scheduling
- Regulatory Compliance
- Risk Management
- Budget Control
- Sales expertise
- Staff Development
- Customer Retention
- Interviewing and Hiring
- Project Management
Languages
Spanish
Native or Bilingual
Timeline
Assistant Branch Manager
SiteOne Landscape Supply Inc.
09.2023 - Current
State Licensed Inspector
Terminix Pest Control
05.2022 - 09.2023
Branch Manager
Tech 24
01.2020 - 05.2022
Service Manager
Tech 24
08.2017 - 01.2020
Area Manager
Executive Management Services Inc
07.2011 - 08.2017
Workforce Resource & Planning Management
Convergys
09.1998 - 07.2011
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