Open To Work
LESLIE KLOBAS
Vacaville,CA
Summary
Diligent Branch Manager with solid background in managing customer service teams and optimizing customer satisfaction. Spearheaded initiatives that improved service quality and response times. Demonstrated leadership and conflict resolution skills in high-pressure environments.
Overview
30
30
years of professional experience
Work History
Customer Service Manager
Basalite Concrete Products
Dixon, Ca.
06.2023 - 02.2026
- Developed training programs for staff to improve service delivery and operational efficiency.
- Streamlined communication processes between departments to improve response times and accuracy.
- Mentored junior staff, fostering a culture of excellence in customer service practices.
- Oversaw daily operations, ensuring alignment with company standards and best practices in service delivery.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, inside sales and logistics, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Streamlined logistics operations, enhancing delivery efficiency and reducing costs.
- Developed and implemented process improvements, increasing operational efficiency by optimizing workflows.
- Improved on-time delivery rates by optimizing transportation routes and scheduling.
- Conducted regular audits of logistics practices to identify areas for improvement and implement corrective actions accordingly.
Branch Manager
White Cap
Fairfield, CA
02.2020 - 05.2023
- Accountable for profit and loss and inventory/accounts receivable for assigned location. Achieves earnings before interest and tax (EBIT), return on investment capital (ROIC), and return on sales (ROS) goals.
- Safeguards company assets and associates. Provides operational oversight and excellent in inventory management procedures.
- Ensures appropriate staffing levels to meet service, financial, and operational support demands. Effectively utilizes training programs to develop sales and operations expertise.
- Initiates and builds customer relationships with existing and new customers.
- Acts as liaison to functional leadership to ensure customer satisfaction and problem resolution.
- Monitors local market trends. Develops and executes strategies to grow local market share and aggressively pursues business opportunities.
- Works closely with vendors to maximize sales and increase profitability.
- Ensures efficient operations through adherence to policies and procedures and process excellence. Maintains compliance with applicable government regulations. Ensures environmental health and safety and regulatory responsibilities are followed.
- Rebar Fabrication:
- Directs fabrication operations so that production and budgetary goals are consistently met. Oversees and monitors the operations for the purpose of ensuring that production schedules are met and quality standards are maintained. Determines equipment availability and capabilities to efficiently schedule, coordinate, and move fabrication orders through the facility to meet customer expectations. Coordinates shop activities with sales.
- Instructs and monitors staff regarding safety issues. Ensures that the workplace is safe and in compliance with OSHA regulations and applicable fire codes.
- Makes requests for repairs and equipment as needed for shop.
- Manages inventory loss (scrap) through the production process. Monitors rebar inventory.
- Directed daily operations, ensuring efficiency and adherence to company policies.
- Implemented training programs, enhancing staff competencies and improving service delivery.
Branch Manager
White Cap
Livermore, CA
04.2018 - 02.2020
- Accountable for profit and loss and inventory/accounts receivable for assigned location. Achieves earnings before interest and tax (EBIT), return on investment capital (ROIC), and return on sales (ROS) goals.
- Safeguards company assets and associates. Provides operational oversight and excellent in inventory management procedures.
- Ensures appropriate staffing levels to meet service, financial, and operational support demands. Effectively utilizes training programs to develop sales and operations expertise.
- Initiates and builds customer relationships with existing and new customers.
- Acts as liaison to functional leadership to ensure customer satisfaction and problem resolution.
- Monitors local market trends. Develops and executes strategies to grow local market share and aggressively pursues business opportunities.
- Works closely with vendors to maximize sales and increase profitability.
- Ensures efficient operations through adherence to policies and procedures and process excellence. Maintains compliance with applicable government regulations. Ensures environmental health and safety and regulatory responsibilities are followed.
- Rebar Fabrication:
- Directs fabrication operations so that production and budgetary goals are consistently met. Oversees and monitors the operations for the purpose of ensuring that production schedules are met and quality standards are maintained. Determines equipment availability and capabilities to efficiently schedule, coordinate, and move fabrication orders through the facility to meet customer expectations. Coordinates shop activities with sales.
- Instructs and monitors staff regarding safety issues. Ensures that the workplace is safe and in compliance with OSHA regulations and applicable fire codes.
- Makes requests for repairs and equipment as needed for shop.
- Manages inventory loss (scrap) through the production process. Monitors rebar inventory.
Assistant Branch Manager
San Francisco
10.2012 - 04.2018
- Manages the branch whenever the manager is not present or when the branch does not have an on-site Branch Manager.
- Responsible for the coordination of procurement, inventory control, shipping and receiving, warehousing, and sales in accordance with policies, principles, and procedures established by the organization.
- Solves problems at the branch level. Investigates customer complaints involving matters such as damaged items, overcharges, and shipment/delivery delays. Makes necessary resource adjustments. Manages operational branch level problems, including coaching and disciplining associates and investigating inventory discrepancies by running standard and special reports and making adjustments as required. Approves and processes credit memos.
- Serves customers and works at the counter or inside sales function as necessary. Ensures all sales orders are billed correctly and in a timely manner. Schedules staff and analyzes budgets and variances.
- Interviews applicants and makes recommendations to the manager for open positions. Trains associates. Plans, assigns, and directs work. Addresses complaints and resolves problems.
- Implements and applies internal human resources policies and procedures in a consistent manner designed to develop and maintain positive associate relations.
Purchasing Agent
Saxco
Fairfield, CA
06.2011 - 08.2013
- Supply chain responsibilities to supply local wineries with wine glass bottles. Manage custom printed projects for specific and high end boxes for wineries. Place purchase orders for inventory on the floor, and custom bottle productions for the West Coast, while planning their shipment through third party freight forwarders to release glass in a timely manner. Use of software to place orders and manage inventory. Work up quotes and pricing for sales teams to price out cased ware to their customers.
Inside Sales
ABC Supply Co., Inc.
Oakland, CA
12.2007 - 05.2011
- Responsible for maintaining inventory levels for specific product lines. Assisted with logistics to ensure customer products were delivered on time. Provided customer quotes and tracked down sources of special products and services to meet customers special needs. Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and effectively.
Branch Manager
Pacific Supply
Pittsburg, CA
01.1996 - 11.2007
- Managed a wide variety of customer service and administrative tasks for daily function of the branch. Fielded an average of 10 customer calls daily. Recommended and helped customers select merchandise based on their needs. Extended customer subscriptions, offering discounts and promotions to ensure high customer retention rates. Trained new employees on company customer service policies and service level standards. Assisted with logistics to ensure deliveries were made on time, visited job sites and customer offices to ensure a high quality of customer service and customer satisfaction.
Education
High School Diploma -
Skills
- Judgment and Decision Making
- Sales and Marketing
- Motivating
- Active Listening
- Merchandising
- Time Management
- Customer service
- Problem-solving
- Customer focused
- Time management
- Training and mentoring
- Excellent time management skills
Accomplishments
- Managed a team of 24 team members.
- Won most improved branch award in 2021.
- Successfully recruited and trained many new customer service representatives.
- Managed response and recovery efforts for two separate cybersecurity incidents, minimizing operational disruptions for two locations at one time.
Languages
English
Native or Bilingual
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridTimeline
Customer Service Manager
Basalite Concrete Products
06.2023 - 02.2026
Branch Manager
White Cap
02.2020 - 05.2023
Branch Manager
White Cap
04.2018 - 02.2020
Assistant Branch Manager
San Francisco
10.2012 - 04.2018
Purchasing Agent
Saxco
06.2011 - 08.2013
Inside Sales
ABC Supply Co., Inc.
12.2007 - 05.2011
Branch Manager
Pacific Supply
01.1996 - 11.2007