LUIS J. COTTO
Fort Lauderdale,FL
Summary
Experienced and results-oriented Production and Service Manager with a proven track record of driving operational efficiency, enhancing customer satisfaction, and leading high-performing teams. Seeking to transition into an Operations Manager role where I can further a company’s success through strategic leadership, service excellence, and cross departmental collaboration. Committed to fostering continuous improvement, ensure compliance, and promote a safe, clean, and environmentally responsible workplace.
Client relations professional with proven history of managing high-value client accounts and driving customer satisfaction. Known for delivering impactful solutions and improving client retention rates. Valued team player focused on collaboration and adaptability, with strong skills in communication and problem-solving.
Overview
12
12
years of professional experience
Work History
CLIENT RELATIONS MANAGER
NOVO HEALTH SERVICES
MIAMI, FL
05.2022 - Current
- Direct report to Service Director
- Responsible for 9 acute and 16 sub-acute facilities in Broward, West Palm Beach, Port Saint Lucie, Okeechobee, and Highlands County.
- Maintain relationships with EVS leaders and staff by providing prompt and accurate service to promote customer loyalty.
- Weekly facility visits which consist of linen and scrub inventories, adjustments to standard orders, and individual unit audits of linen PAR levels.
- Coach facilities on how to improve Clean/ Soil Variance above 110% to avoid linen loss charges.
- Helped facilities reduce their linen orders well over 10,000 pounds which reduced their linen monthly charges and increased their Clean/ Soil Variance.
- Perform Trash, Dock, EMS, and Discharge studies which help facilities pinpoint how their respective facilities are operating and what they can do to fix it.
- Perform quarterly linen committee meetings and linen awareness rounds to encourage front line staff to help fight linen loss charges.
- Joined efforts with hospital EVS leaders to visit nursing homes and ambulance companies to recover lost linen due to patient transfers. I have recovered north of 7,500 lbs. with this initiative.
PLANT MANAGER
IMAGEFIRST LLC
CAPE CORAL, FL
06.2021 - 12.2021
- Direct report to General Manger
- Promoted Loadout Coordinator to production supervisor.
- Handled transition of healthcare processing plant to food and beverage without interrupting our customer’s needs.
- Managed quality control with chemical representative to reduce wash cycles and maximize efficiency.
- Implemented a 3-step wash process for stains which resulted in salvaging 90% of product.
- Held monthly safety meeting with plant associates which decreased days away, restricted or transferred to 0 associates.
- Worked with Maintenance Manager to schedule routine equipment maintenance.
- Assisted our Tampa and Miami locations with processing linen when challenged with growth.
- Review invoices and purchase orders.
- Track production budgets and spendings which reflected on business P&L.
PRODUCTION SUPERVISOR
IMAGEFIRST LLC
MEDLEY, FL
08.2018 - 06.2021
- Lead and direct 56 associates in processing 45,000 pounds daily at a location that revenues $230,000 weekly.
- Coached associates which helped increased efficiency and productivity in 43 associates from 85% - 90% to 92% - 96% range.
- Implemented new work schedule from 4-day work week to 5-day work week resulting in driving down overtime from 8% to 2% range.
- Managed quality control with chemical representative which consisted of titrations, PPM measurements, and increasing or decreasing wash times.
- Promoted 3 associates to Loadout Coordinators. A strong initiative set by the company to raise moral and promote within.
- Maintained 99% loadout every week, which built a strong relationship between plant and service.
- Maintained a 99% garment scan accuracy every week, which promised our clients in having the proper wearables to treat their patients.
PRODUCTION SUPERVISOR
CINTAS CORPORATION
PEMBROKE PINES, FL
02.2014 - 08.2018
- Lead and direct 30+ partners to successfully meet daily productivity and quality requirements at a location which revenues over $500,000 weekly.
- Train partners on company safety policies, ensure compliance with OSHA standards, and emphasize a culture of safety at the location overall by reading pre-shift safety topics and performing stretch & flex. Pembroke Pines - Location 017 Voluntary Protection Program (VPP) OSHA approved 09/25/2017.
- Supervise production employees and proactively act upon employee relation opportunities including coaching and performance management. This has helped location drive quality results throughout sales representative surveys.
- Assess staffing needs, working with human resources to recruit, staff appropriately, and develop partners into higher roles.
- Interacting with all departments on different levels to ensure the safe and efficient operations (Maintenance, Planning, Quality, Customer Service, Finance)
- Generate and manage employee payroll as well as benefits information in the payroll system. This allows me to properly pay employees using non pre-approved approved PTO hours.
- Review, analyze, check and correct payroll records as well as tracking attendance which involves taking disciplinary action. Using the attendance tracker has helped my shift stay on track in being on time and coming to work as scheduled.
Education
Bachelor of Science - Business Administration
Benedict College
Columbia, SC12-2012
Skills
- Microsoft Office (Word, Excel & Outlook)
- Bilingual
- Account management
- Key performance indicators
- Customer relations
- OSHA Compliance
- Customer retention
- Salesforce
- Staff training
- Operations management
- Operational efficiency
- Customer service
Affiliations
- Benedict College Alumni Association
- Alpha Phi Alpha Fraternity Inc. Financial Secretary
Languages
Spanish
Native or Bilingual
Timeline
CLIENT RELATIONS MANAGER
NOVO HEALTH SERVICES
05.2022 - Current
PLANT MANAGER
IMAGEFIRST LLC
06.2021 - 12.2021
PRODUCTION SUPERVISOR
IMAGEFIRST LLC
08.2018 - 06.2021
PRODUCTION SUPERVISOR
CINTAS CORPORATION
02.2014 - 08.2018
Bachelor of Science - Business Administration
Benedict College