Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Lucy Diaz

Moorpark,CA

Summary

Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Highly organized multi-tasker with strong problem solving skills. Extensive experience in reverse logistics and maintaining a high level of customer service. Thrive in collaborative environment - being a major contributor and thought leader in cross functional teams and software platform development.

Overview

22
22
years of professional experience

Work History

Sr. Manager, Coordinator Operations

Reusability
03.2022 - 08.2023
  • Provided strong leadership to enhance team productivity and morale.
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Implemented and developed operational standards, policies and procedures.
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Evaluated hiring, firing, and promotions requests.
  • Identified cost improvement changes and cost savings plans to increase company savings by 30%.
  • Executed appropriate staffing and budgetary plans to align with business forecasts.
  • Produced staffing matrix to provide adequate coverage of department.
  • Reviewed operations reports to understand numbers and trends to reduce headcount by 2 seasonal staff members.
  • Mediated contracts with outside providers to bolster customer service and reduce costs.
  • Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.

Manager, Retail and Partnership Relations

Reusability
11.2020 - 03.2022
  • Managed and motivated employees to be productive and engaged in work.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Onboarded new employees with training and new hire documentation.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Oversaw team of 15 employees and managed hiring to seasonal business needs
  • Worked closely with buyers to ensure highest quality of service.

Director of Retail and Customer Service

Reusability
01.2017 - 11.2020
  • Collaborated with cross-functional teams for smooth running of customer service operations.
  • Managed customer service representative team of 10-15, providing ongoing training and support to continuously improve team performance.
  • Resolved escalated customer service disputes and complaints, leading to increased customer satisfaction.
  • Coordinated customer service team projects, achieving successful on-time completion.
  • Created and maintained customer service policies and procedures, contributing to improved customer retention.
  • Built strong relationships with field operations team to support business development opportunities and improve service.
  • Analyzed customer feedback and identified areas for improvement, leading to increased customer retention.
  • Devised recommendations to streamline and simplify customer support system and improve response time.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.

Customer Service Manager

Reusability
01.2002 - 01.2017
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Supervised 10-15 employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Researched and corrected customer concerns to promote company loyalty.
  • Generated customer satisfaction surveys to analyze results into action plans.

Education

Bachelor of Science - Psychology

California State University - San Bernardino
San Bernardino, CA
06.2000

Skills

  • Organizational Structuring
  • Carrier Relationships
  • Materials Planning and Logistics
  • Policy Development and Enforcement
  • KPI Tracking
  • Customer Care
  • Reverse Logistics
  • Hiring and Onboarding
  • Operational Logistics
  • Operations Management
  • Staff Retention

Accomplishments

  • 21+ years working within the same company while moving through different departments to gain knowledge of overall company operations.
  • Collaborated with team of 2 leadership team members in the development of companies proprietary asset management software.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Major contributor in developing 3 proprietary asset management software platforms.

Languages

Armenian
Native or Bilingual
Spanish
Limited Working

Timeline

Sr. Manager, Coordinator Operations

Reusability
03.2022 - 08.2023

Manager, Retail and Partnership Relations

Reusability
11.2020 - 03.2022

Director of Retail and Customer Service

Reusability
01.2017 - 11.2020

Customer Service Manager

Reusability
01.2002 - 01.2017

Bachelor of Science - Psychology

California State University - San Bernardino

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Lucy Diaz