Jose Alonso Razo
Summary
Seasoned Operations Manager and talented leader with 8 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Operations Manager
Razo Heritage Transportation LLC
01.2024 - Current
- Lead team in a dynamic operational environment, to exceed established goals
- Spearhead business development campaign, securing new accounts to partner with
- Meet and exceed all customer key performance metrics and objectives
- Interact daily with broker, dispatcher and customer to ensure existing and emerging customer needs are understood
- Lead team to identify operational improvements in areas such as route optimization, trailer loading, backhaul
- Develop and execute operating plan
- Interview candidates and provide recommendations for hire
- Coach associates through safety observations
- Provide relief coverage for operational duties when associates utilize time-off
- Ensure compliance with financial policies and procedures such as tracking MPG, returns, damages, etc
- Ensure compliance with all applicable regulatory agencies
- Lead effort to improve fleet and equipment utilization, maintenance availability and fuel efficiency
- Ensure each associate understands their individual role and responsibilities, as well as the team's goal.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Devised processes to boost long-term business success and increase profit levels.
- Introduced new methods, practices, and systems to reduce turnaround time.
Operations Supervisor
Penske Transportation Solutions
07.2023 - 12.2023
- Built and maintained strong relationships with the accounts that we service
- Supervised the logistics operations, across 6 states, including customer service, freight loading/unloading, driver dispatch, proper documentation, and procedure control
- Recommended changes in preferred work methods to increase productivity
- Submitted necessary reports in a timely and accurate fashion
- Monitored attendance, productivity, morale and provide coaching and counseling to 25 associates
- Conducted monthly training workshops for all associates to ensure the staff understands how they impact the company's objective, while following safe practices
- Analyzed monthly P&L report to identify trends and opportunities for improvement
- Motivated and engaged associates by conducting weekly 1 on 1 meetings to address any issues or concerns the associate may have
- Managed associate's working hours and activities to minimize overtime, while meeting productivity targets
- Responsible for submitting the A/P, ensuring all vendors are paid in a timely manner
- Processed weekly payroll for all hourly associates
- Maintained strong vendor relationships, ensuring long-term relationships, increased efficiency, improved quality, cost saving, and better customer service
- Ensured all employees follow company safety protocol and procedures
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices
- Directed associate warehouse teams to process inbound and outbound shipments with speed and accuracy.
- Analyzed department metrics and performance and reported findings to management.
Consumer Operations Manager
Penske Transportation Solutions
08.2022 - 07.2023
- Assumed first-line supervision of 17 drivers
- Ensured company policies and procedures were followed
- Successfully deployed new technology resulting in increased drivers' efficiency and reducing downtime in between routes
- Responsible for the day-to-day operational oversight including routing/scheduling, fuel receipt submissions, fleet management, training new hires, hiring/terminating of district drivers
- Ensured drivers had the daily documentation necessary to complete their routes
- Collaborated with, both, Service Department and Rental Department to ensure vehicles dispatched were in proper working condition
- Coordinated the dispatching and in-service monitoring involved in daily transit operations
- Recommended and disciplined drivers
- Interviewed necessary drivers and staff to complete complaint investigations
- Reviewed monthly P&L statement to develop and implement strategies to increase revenue and reduce cost
- Completed necessary weekly reports for district staff
- Tracked and maintained employee attendance
- Processed driver's vacation requests
- Provided relief coverage when understaffed
- Conducted weekly one-on one meetings with drivers to go over performance, grievances, and foster a healthy relationship to maintain drivers' motivation
- Coordinated monthly meetings with drivers to go over goals, metrics, training, new initiatives.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Introduced new methods, practices, and systems to reduce turnaround time.
Patient Experience Coordinator
Hemet Global Medical Center
11.2021 - 03.2022
- Conducted interviews with patients and/or family members to address concerns or special needs that may arise during the patient's course of treatment within the hospital setting
- Proactively captured and conducted data analysis of complaints and grievances, in addition to patient experience data
- Presented the data analysis results to senior leadership with the recommendation for actionable improvements that are in line with the CMS (Center for Medicare & Medicaid Services) guidelines
- Assisted with the development and implementation of programs and initiatives to increase patient engagement and satisfaction
- Collaboratively implemented and streamlined the hospital's internal service recovery model and grievance escalation process among all clinical and ancillary staff members and leadership
- Collaborated with physicians, nursing, clinical social workers, case management and spiritual care providers to provide support and direction for patients according to their needs
- Coordinated and led monthly meetings with department leaders to monitor performance and identify best practices in relation to patient experience
- Remodeled the patient experience component of new employee orientation and new leader orientation.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
Assistant Branch Manager
Enterprise Rent-a-Car
08.2020 - 10.2021
- Managed the front-end business by providing a high-level of customer service, fleet planning, training employees by example
- Coach, train, motivate, and develop a team of 15 employees in sales, marketing, and customer service
- Created strong relationships with accounts to ensure client satisfaction
- Followed up with customers regarding their experience throughout the course of their rental via phone, email, and text
- Managed and resolved any customer complaints
- Analyzed customer satisfaction data/survey, making the proper adjustments to improve the branch's performance
- Managed branch receivables, negotiating payment plans, collecting on difficult accounts, preparing write offs for uncollectible accounts
- Assisted in management of vehicle maintenance
- Prepared work schedules for all employees
- Maintained inventory of fleet
- Documented and reported damaged vehicles to upper management.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
Assistant Branch Rental Manager
Penske Transportation Solutions
08.2018 - 05.2020
- Trained and mentored employees, preparing them for the next step in their careers
- Managed both rental and service department
- Resolved escalations over the phone and in person
- Created and built relationships with clients, becoming their point of reference at the branch
- Visited clients on site ensuring their satisfaction with our service
- Generated new business leads
- Assisted in preparing the work schedule for employees
- Coordinated with the service department to ensure that the fleet was serviced in a timely manner
- Inspected units during check out/in process and reported any damages to the service department
- Ensured our partnering agents had the units that they will need for the day
- Kept communication with long-term rental customers ensuring that we properly billed them on a weekly basis
- Conducted proper beginning/end of day procedures and daily cash counts.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Engaged employees in business processes with positive motivational techniques.
Office Assistant
ADA Transportation
06.2016 - 10.2018
- Answered telephone calls in a professional manner and would take messages with a high degree of accuracy
- Maintained communication with dispatchers, ensuring pick-up and delivery dates were set, or rescheduled as needed
- Assisted the truck driver with any questions he could have regarding weather forecast, hotel room reservations, and scheduling vehicle maintenance
- Received and organized paperwork ensuring expenses aligned with receipts using QuickBooks
- Filed required permits with IRS, SBE, and DMV.
Education
Bachelor of Arts - Psychology
The Ohio State University
Columbus, OH05.2016
Skills
Microsoft Office
AS/400
Interviewing and Hiring
Relationship building and management
SmartDrive
Customer Service
Performance reporting
Employee Development
Operational Reports
Sales Development
Business Development
Certification
OSHA 10 Training General Industry
Languages
Spanish
Bilingual or Proficient (C2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceCompany CultureCareer advancementHealthcare benefitsPaid time offPaid sick leaveTeam Building / Company Retreats401k matchQuote
Opportunities Don't happen.You create them.
Chris Grosser
Timeline
Operations Manager
Razo Heritage Transportation LLC
01.2024 - Current
Operations Supervisor
Penske Transportation Solutions
07.2023 - 12.2023
Consumer Operations Manager
Penske Transportation Solutions
08.2022 - 07.2023
Patient Experience Coordinator
Hemet Global Medical Center
11.2021 - 03.2022
Assistant Branch Manager
Enterprise Rent-a-Car
08.2020 - 10.2021
Assistant Branch Rental Manager
Penske Transportation Solutions
08.2018 - 05.2020
Office Assistant
ADA Transportation
06.2016 - 10.2018
Bachelor of Arts - Psychology
The Ohio State University
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