Marcus Uresti
Fort Worth,TX
Summary
Results-driven and highly motivated professional with 7+ years of experience leading teams and excelling in demanding customer service and logistics roles. Adept at managing high-pressure environments, solving complex problems, and driving customer satisfaction through effective communication and service excellence. Proven track record of optimizing processes, fostering client relationships, and achieving operational goals. Eager to leverage strong leadership, organizational, and negotiation skills to contribute to a dynamic team, drive revenue growth, and enhance customer retention.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Director of Customer Service & Logistics
Integrity Bio-Chemicals
02.2021 - 12.2024
- Led a team of professionals across customer service, logistics, fleet management and supply chain functions, ensuring efficient and timely delivery of chemicals to oil field operations.
- Reduced transportation costs by 15% through carrier negotiation and route optimization.
- Increased on-time delivery rate from 88% to 94%, improving service reliability.
- Developed and maintained strong relationships with key oil and gas clients, serving as the main point of contact for service issues, complaints, and last mile services.
- Managed crisis situations, such as supply chain disruptions and product shortages, quickly developing solutions to minimize customer impact and maintain service continuity.
- Collaborated with cross-functional teams to forecast demand and ensure inventory levels met customer needs, resulting in high customer satisfaction.
- Oversaw a fleet of 150 chemical trailers, managing field maintenance, certifications, and equipment cycle times to ensure operational readiness and compliance with regulatory standards.
Fixed Operations Administrator
North Park Lexus of San Antonio
11.2014 - 02.2021
- 03Managed service department processes to ensure optimal workflow, reducing bottlenecks and improving the speed of service delivery.
- Monitored key performance indicators (KPIs) such as service times, parts availability, and customer satisfaction.
- Effectively delegated tasks within the service department, balancing workloads among service advisors, technicians, and support staff to ensure that customer service was not compromised and operational goals were met.
- Collaborated effectively with technicians, parts department, and service managers to ensure the seamless execution of service operations.
- Worked together to troubleshoot and resolve complex service issues.
- Thoroughly reviewed 15 + work orders and service logs daily to ensure all aspects of the vehicle service were completed to Lexus’ high standards before handing over the vehicle to the customer.
Education
Some College (No Degree) -
North West Vista Community College
San Antonio, TXSkills
- Leadership & Team Management: Ability to lead large, cross-functional teams and foster a collaborative, results-driven work environment
- Problem-Solving & Crisis Management: Strong analytical and troubleshooting skills for managing complex logistics challenges and customer service issues
- Customer Success Driven: Consistently put the customer’s needs first, driving initiatives that improved satisfaction, retention, and loyalty Ensured that customer feedback was incorporated into service improvements and product offerings
- Proactive Problem-Solving: Anticipated client needs and challenges before they arose, implementing proactive solutions that ensured on-time deliveries, optimized logistics, and reduced customer complaints
- Dependability: Trusted by clients and team members alike for consistently meeting or exceeding expectations, particularly in high-stakes and fast-moving environments
- Coaching and Development: Committed to developing team members by providing continuous coaching, feedback, and professional development opportunities Successfully built high-performing teams that consistently exceed targets
Certification
- Texas All-Lines Adjuster Licence #3352329
- Proficient in Xactimate
- Xactimate Level 1 Certified
- (Xactimate Sketch) interior and exterior estimating
Timeline
Director of Customer Service & Logistics
Integrity Bio-Chemicals
02.2021 - 12.2024
Fixed Operations Administrator
North Park Lexus of San Antonio
11.2014 - 02.2021
Some College (No Degree) -
North West Vista Community College
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