Karent Garcia
Hollywood,FL
Summary
To obtain employment within your company as a Project Manager, where my abilities to problem solve, lead and manage a team, and where my knowledge of process improvement can be utilized and have a positive impact on the financial status of the company. Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
OPERATIONS MANAGER
FANATICS
MIRAMAR, FL
09.2014 - Current
- Lead the day-to-day Warehouse Operations and supervision of a group of 20 employees
- Daily planning and implementation based on sales projections and forecasts to ensure timely execution of orders
- Responsible for ensuring adequate coverage of operational activities at all times through scheduling
- Supervise fulfillment operations in a manner that provides maximum efficiency, accuracy and profitability
- Develop on-going process improvements for and supervise department functions to ensure efficient operations
- Staffing, interviewing, hiring, and evaluating of new employees
- Ensures all activities are prioritized and completed in a timely manner
- Developed strong relationships within various teams to ensure appropriate collaboration and idea sharing to achieve organizational demands.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Increased profit by streamlining operations.
- Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics.
- 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.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Identified procedure or process changes required to improve performance and productivity.
- Reviewed operations reports to understand numbers and trends.
PRODUCT MANAGER
LG
MIAMI, FL
08.2009 - 01.2013
- Cover all major cell phone carrier locations and National Retailers in the South FL market
- Monthly training for store sales associates and managers demonstrating and effectively communicating the features and benefits of LG’s products in both formal and informal settings
- Create brand awareness and build solid relationships
- Drive client retention, renewals, and upsell
- Attend yearly events/tradeshows such as CES and March Madness
- Collect and report visit data as well as competitive data in electronic reports
- Coordinate all aspects of LG’s in-store presence, including sales calls, training, demo days, assisted-selling hours, and monthly event schedule planning
- Assisted in the re-organization of the store design to enhance brand visibility.
- Thrived in fast-paced, highly-adept team to develop and prioritize product features and build product roadmap.
- Prioritized roadmap in order to achieve product goals and metrics.
- Compiled product and customer data to generate informed profit projections.
- Coordinated design meetings and decisions with internal departments and teams.
- Coordinated project planning and execution with team members and team leads.
- Spearheaded collaborative efforts to bring products to market.
- Developed product documentation to communicate upcoming features and products to internal teams.
- Reduced project downtime with quality product inspections.
- Boosted customer base penetration using creative promotional approaches.
- Managed product demonstrations and testimonials for performance evaluation.
- Monitored market trends and competitor performance to update promotional strategies.
- Communicated effectively with team members to deliver updates on project milestones and deadlines.
- Maintained positive vendor relations to build strong partnerships.
- Analyzed metrics to measure product performance.
OFFICE COORDINATOR
SECCION AMARILLA
MIRAMAR, FL
11.2007 - 01.2009
- Organize and prioritize work to meet directory and online publication deadlines focusing on revision of Ad Proof’s
- Responsible for driving client retention, renewals, and upsell
- Maintain database for all sold contracts and follow-up with sales force to resolve contracts on queries according to company’s policy
- Enter customer contracts into company’s database (ACRM) and utilize Document Imaging to scan all completed documents
- Follow up with customers to ensure Ad Proofs sent are approved before directory sales close date.
- Produced high-quality communications for internal and external use.
- Prepared meeting rooms and materials and recorded important information.
- Oversaw accurate and efficient database management and digital file storage to support operational and recordkeeping requirements.
- Cultivated client and vendor loyalty by proactively reaching out with follow-ups and status updates.
- Organized team workload and prioritized tasks to streamline office functions in deadline-driven environment.
- Tracked records, filed documents and maintained communication between clients to manage office activities.
- Monitored vendor accounts and product updates to verify competitive pricing.
- Efficiently supervised filing, sorting and handling incoming and outgoing mail.
- Interacted with customers by phone, email or in-person to provide information.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Reported on daily office activities to help managers stay on top of dynamic conditions and make proactive decisions.
- Routed correspondence to facilitate timely communication between team members, customers and vendors.
- Provided clerical support, addressing routine and special requirements.
- Worked collaboratively with office staff to maintain smooth operations and team readiness for unexpected demands.
- Trained new employees on administrative procedures, company policies and performance standards.
SR. CUSTOMER SERVICE REPRESENTATIVE
METROPCS
SUNRISE, FL
09.2002 - 01.2007
- Metropcs
- Product trainer for all new hires, including upper management
- Develop curriculum to conduct group training for classes of up to 15 employees
- Prepare and maintain training manuals and support materials
- Educate clients on products and services
- Handles billing issues and questions for all 600 retail stores in the South Florida area
- Create a positive sales/buying experience for the customer providing information related to MetroPCS products and services
- Accept customer payments and perform sales tracking and related reporting
- Set up monthly booth stations at various retail locations to promote products while engaging in sales.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Engaged clients in person and over phone to answer questions and address complaints.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Visited customer offices to handle on-site concerns and maximize account loyalty.
- Processed, scheduled and executed customer orders for new and established customers.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Strategically scheduled team members to maintain optimal staffing levels for expected customer loads.
- Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
- Responded to customer calls and emails to answer questions about products and services.
- Resolved concerns with products or services to help with retention and drive sales.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Escalated issues to proper supervisors when standard processes were not effective.
Education
Associate of Science in Business - General Studies
BROWARD COLLEGE
PEMBROKE PINES 01.2010 - 12.2014
Skills
Self-motivatedProcess managementCustomer Service/Customer EngagementPlanning and organizational skillsGreat communication and interpersonal skillsTraining, leadership and management skillsExperience in tradeshowsKnowledge of Microsoft Office and Outlook
Project development and life cycle
Work flow planning
Project planning and development
Business administration
Distribution center management
Fluent in [Language]
Operations management
Timeline
OPERATIONS MANAGER
FANATICS
09.2014 - Current
Associate of Science in Business - General Studies
BROWARD COLLEGE
01.2010 - 12.2014
PRODUCT MANAGER
LG
08.2009 - 01.2013
OFFICE COORDINATOR
SECCION AMARILLA
11.2007 - 01.2009
SR. CUSTOMER SERVICE REPRESENTATIVE
METROPCS
09.2002 - 01.2007