Manuel Melendez
Horizon City
Summary
Results-driven customer service lead with a proven track record in complaint resolution, team training, and enhancing customer satisfaction. Skilled in interdepartmental communication and inventory control, poised to drive operational success and foster a positive team environment.
Overview
26
26
years of professional experience
Work History
Customer Service Lead
Speedys Pizza
El Paso, Texas
03.2014 - 10.2020
- Led customer service team to enhance order accuracy and response time.
- Trained new staff on effective communication and conflict resolution techniques.
- Implemented feedback systems to gather customer insights and improve service quality.
- Developed training materials to increase team knowledge of menu offerings and promotions.
- Coordinated with kitchen staff to ensure timely order fulfillment and customer satisfaction.
- Fostered a positive work environment, promoting teamwork and employee engagement initiatives.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
Sales Advisor
Alamo Auto Supply
El Paso, Texas
12.2007 - 02.2012
- Delivered exceptional customer service, enhancing client satisfaction and fostering repeat business.
- Advised customers on product selection, demonstrating in-depth knowledge of automotive supplies and accessories.
- Managed inventory levels, ensuring stock availability while minimizing excess through effective forecasting.
- Developed promotional displays, increasing product visibility and driving sales growth during peak seasons.
- Collaborated with cross-functional teams to streamline operations and improve overall customer experience.
- Analyzed sales trends to identify opportunities for upselling and cross-selling products to customers.
- Implemented process improvements that reduced order fulfillment times, enhancing efficiency in daily operations.
Part Sales Manager
Auto Zone
El Paso, TX
02.1995 - 12.2007
- Oversaw daily operations to ensure efficient parts sales and customer service delivery.
- Trained and mentored team members on product knowledge and sales techniques.
- Implemented inventory management procedures to optimize stock levels and reduce shrinkage.
- Analyzed sales data to identify trends and improve product offerings and promotions.
- Collaborated with management to develop strategies for increasing customer retention and satisfaction.
- Conducted regular performance reviews, providing feedback to enhance team efficiency and morale.
- Maintained accurate records to ensure proper billing, tracking of warranties, and inventory control.
- Collaborated with other departments for smooth coordination of orders, deliveries, and overall customer experience.
- Increased customer satisfaction by providing exceptional service and expert advice on part sales.
- Developed strong relationships with suppliers for better pricing, delivery times, and product availability.
- Played an instrumental role in achieving or surpassing monthly sales targets consistently throughout tenure as Part Sales Supervisor.
- Cultivated a positive workplace culture by promoting open communication between team members.
- Streamlined inventory management with consistent monitoring and timely reordering of parts.
- Boosted sales, effectively upselling and cross-selling relevant products to customers.
- Enhanced teamwork through clear communication and collaboration in daily tasks.
- Ensured compliance with company policies and industry regulations in all aspects of parts sales operations.
- Resolved customer complaints swiftly and professionally, ensuring repeat business and positive reviews.
- Ordered parts from various distributors to fulfill demands.
- Assisted customers in finding appropriate parts promptly.
- Stocked and managed stock of parts.
- Organized parts storage and stocked inventory according to established guidelines.
- Researched vehicles and parts via physical catalogs and electronic means.
- Greeted customers via telephone and in person to answer questions, resolve concerns, and complete sales.
- Conducted cash handling, credit card transactions, and register closeout at end of business day.
- Maintained clean and neat parts counter and sales floor.
- Identified specific replacement parts to meet customers' needs, making accurate suggestions with confidence.
- Reached out to vendors outside usual network to find parts not available from traditional sources.
- Maintained extensive understanding of common problems and methods for repair.
- Used and maintained knowledge of stock numbering system and properly categorized for easy access and organization.
- Adhered to company guidelines for performance and compliance.
- Completed sales and service documentation for customer and business records and provided receipts of purchase.
- Recommended alternative parts if necessary and taught customers fundamentals of part modification and repair.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
- Researched issues to obtain appropriate answers to customer inquiries.
- Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
- Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
- Promoted business' development by building and maintaining relationships with new clients.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Successfully drove new product lines to increase annual profits by 100%.
Education
High School Diploma -
Irvin High School
El Paso, Texas05-1986
High School Diploma -
Electrical Trades
El Paso, Texas05-1986
Skills
- Email etiquette
- Payment processing
- Cash handling
- Business writing
- Department operations
- Customer complaint resolution
- Inventory control
- Interdepartmental communication
- Product location
- Telephone etiquette
- Administrative duties
- Order management
- Status updates
- Marketing tools
- Interpersonal communications
- Quality assurance
- Call flow maximization
- Customer service excellence
- Customer relations
- Client engagement
- Team training and development
- Research and analysis
- Training material updates
- Sales
- Complaint handling
- Critical thinking
- Computer proficiency
- Problem resolution
- De-escalation techniques
- Follow-up skills
- Complaint resolution
- Warehousing functions
- Quality assurance controls
- Live chat support
- Professional telephone demeanor
- Team development
- Sales closing
- Service upselling
- Sales expertise
- Call management
- Paperwork processing
- Product sales
- Delivery scheduling
- System implementation
- Service standard compliance
- Product knowledge
- International sales support
- Prioritization
- Stock management
- Quality control
- Promotional support
- Report preparation
- Document control
- Product promotion
- Order fulfillment
- Receiving support
- Customer relationship management (CRM)
- Key holder experience
Accomplishments
- Located essential products at an out-of-state warehouse and arranged for overnight shipping to meet a client's deadline, resulting in a profitable customer contract.
- Answered calls on the first ring, increasing daily call intake by 100% within just 2 weeks.
- Worked with customer service management to develop a department contest that improved call volumes and awarded prizes to the top 5 representatives.
- Analyzed calls between newly onboarded agents and customers, providing insights and recommendations that equipped agents to handle diverse scenarios and client inquiries more effectively.
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Customer Service Lead
Speedys Pizza
03.2014 - 10.2020
Sales Advisor
Alamo Auto Supply
12.2007 - 02.2012
Part Sales Manager
Auto Zone
02.1995 - 12.2007
High School Diploma -
Irvin High School
High School Diploma -
Electrical Trades