Jose Zapata

• Proficient and skilled with programs such as Xtime Cox automotive, Dealer Fx scheduling and CDK global software.
• Answered inbound calls, chats and emails from multiple automotive dealerships to facilitate customer service.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Made outbound calls to obtain account information and to reach missed appointments.
• Proficient with process sheets regarding information from various dealerships.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

• Operated warehouse equipment with caution and according to manufacturer instructions to reduce risk of accidents and malfunctions.
• Confirmed items picked for orders by keying codes into system.
• Labeled boxes and placed in outbound collection areas.
• Completed shipping paperwork, attached appropriate labels and scanned barcodes for tracking.
• Demonstrated great teamwork skills with staff members involved in production and transport.
• Received and counted stock items, recording data manually or on computer for inventory purposes.
• Stored and organized items in tool or supply rooms, allowing for easy retrieval.
• Tracked outgoing orders to provide shipping status to customers.
• Demonstrated leadership by making improvements to work processes and helping to train others.
• Maintained updated knowledge through continuing education and advanced training.
• Provided technical support to customers by troubleshooting problems with products or services.
• Attended company safety meetings to maintain knowledge of new and important information.
• Fulfilled orders quickly to accomplish challenging daily objectives.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Built pallets and positioned orders on loading dock to safely pile and ship goods.
• Inspected machinery and equipment to determine functionality and performance.

Highest performing Selector from February 2023- October 2023

• Proficient at translating data into usable information related to associate’s units per hour pick, takt time, and tote transition.
• Practiced defects per million opportunities (DPMO) to measure the process performance and quality of production.
• Proficient at achieving performance metrics and training, coaching, mentoring and giving feedback to associates based on their time off task (TOT) to perform at a higher level
• Provided support to team members in resolving process-related issues.
• Identified areas for improvement and recommended solutions to optimize processes.
• Prepared reports summarizing process performance, progress, and recommendations for optimization.
• Identified potential risks associated with proposed changes or implementations of processes.
• Assisted managers in the performance of their daily duties by allocating labor, assigning job duties, providing additional training to associates who were not meeting established standards, leading team discussions, and communicating with internal and external suppliers.
• Assisted in the managing of over 60 associates different warehouse floors when management is short of leaders.
• Subject Matter Expert (SME) at maintaining inventory control (monitoring) and inventory management
• Such as personal protective equipment (PPE) Coached, motivated and mentored fellow associates during 2021 Peak season to achieve superior units per hour (UPH) average of 400+
• Multitasked various programs such as Simple Record Count (SRC), Application programming interface (API), Guided Coaching (GC), Pick per rate (PPR).
• Evaluated product or service by analyzing and interpreting data and metrics.
• Completed data entry tasks with accuracy and efficiency.
• Created spreadsheets for more efficient recordkeeping.
• Used computer software to store and retrieve data.

• Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
• Closely collaborated with military personal, Veterans and spouse's.
• Built relationships with customers to encourage repeat business.
• Solved customer challenges by offering relevant products and services.
• Conducted inventories on a regular basis to track stock levels.
• Prepared merchandise for sales floor by pricing or tagging.
• Demonstrated product features and benefits for customers.
• Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
• Processed returns and exchanges of merchandise in accordance with store policies.
• Conducted price checks for special orders or discounts as requested by customers.
• Assisted customers over the phone regarding store operations, product information and order placement.
• Ensured compliance with all safety regulations within the store environment.
• Provided excellent customer service while promoting loyalty programs to increase sales potential.
• Performed opening and closing duties including counting money in the cash drawer, reconciling tills, and setting up registers for the next day's operation.
• Conducted inventory counts as needed to ensure accuracy of stock levels.
• Created promotional materials such as flyers, signs, banners to support marketing initiatives.
• Resolved customer disputes quickly and efficiently while maintaining excellent customer service standards at all times.
• Monitored cash drawers in checkouts to verify adequate cash supply.
• Developed good working relationships with store leadership and sales personnel.
• Replenished retail merchandise and displays to deliver strong visual presentation.
• Premiere Customer Service Ambassador.