Margaret Rosales
Lewiston,UT
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Business Owner
Unlimited National Services, LLC
01.2016 - 07.2023
- Used print strategies such as newspaper ads, business catalogs and marketing brochures to bring in and capture new customer business
- Documented all changes and actions in computer-based tracking system
- Evaluated systems according to and noted issues
- Reviewed technical documentation for maintenance and repair
- Gained knowledge of standard equipment, including manufacturer repair guidelines
- Explained diagnostic findings to customers and outlined repair or service options
- Bi-Lingual/ English and Spanish speaking.
- Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Put together realistic budgets based upon costs and fees for successfully operating business
- Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs
- Trained and motivated employees to perform daily business functions
- Interacted well with customers to build connections and nurture relationships
- Trained new employees on proper protocols and customer service standards
Service Manager
North Coast Fitness
01.2015 - 05.2017
- Hired field service technicians
- Evaluated final results to determine quality level and isolate root causes of any identified faults
- Negotiated contracts
- Processed work orders for payment
- Planned and implemented solutions for customer satisfaction.
- Reviewed technical documentation to complete equipment maintenance and repair
- Overseen service professionals
- Very well equipped with ability to investigate and resolve problems.
- Team player
Manager
Heritage Retail Service Group
01.2011 - 06.2014
- Mitigated business risks by analyzing contracts potential impacts and avoiding unfavorable terms
- Interpreted contact terms and coordinated solutions to resolve disputes between clients and service providers
- Hired Field Service technicians
- Worked remote, separate from the main office
- Very dependable and able to resolve issues
National Service/Call Center Manager
Icon Health And Fitness
01.2006 - 06.2011
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity
- Organized ongoing maintenance schedules to boost system performance
- Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members
- Evaluated final results to determine quality levels and isolate root causes of any identified faults
- Managed 125 operators, 8 team leaders and 8 service coordinators
- Planned and implemented solutions for technical problems. .a 98% first time call response by call center agents.
- Forecasted
- Prepared weekly reports
- Hired service companies
- Work very well under pressure, tight schedules, and I am very successful with multi-tasking.
Customer Service Liaison
Icon Health And Fitness
01.2005 - 06.2006
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Consulted with outside parties to resolved discrepancies and create effective solutions
- Provided primary customer support to internal and external customers.
Education
High School Diploma -
Aberdeen High School
Aberdeen, ID05.1980
Certificate of Completion: Accounting AndBusiness Management -
Idaho State Technical
Pocatello, Idaho05.1980
Skills
- Energetic and Outgoing
- Employee Support
- Workflow Management
- Verbal and Written Communication
- Documentation
- Supply Ordering
- Project Management
- Forecasting
- Improve Employee Performance
- Service Scheduling
- Reliable and Responsible
- Technical Support
- Technical Troubleshooting
- Honest and Trustworthy
Accomplishments
- Call center manager of100 staff members.
- Documented and resolved a problem within the call center, by forecasting how many agents were needed at a certain time of each day, to achieve a 98% first time call completion rate.
Certification
- EPA 608 Training - Certification
- S350 licensed
- Payroll certified
- Osha 10 certified
Additional Information
I am a very hard working, dependable analytica problem solver. I like to help streamline processes to a successful completion. I speak perfect English and Spanish and have many years of managerial experience.
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Business Owner
Unlimited National Services, LLC
01.2016 - 07.2023
Service Manager
North Coast Fitness
01.2015 - 05.2017
Manager
Heritage Retail Service Group
01.2011 - 06.2014
National Service/Call Center Manager
Icon Health And Fitness
01.2006 - 06.2011
Customer Service Liaison
Icon Health And Fitness
01.2005 - 06.2006
High School Diploma -
Aberdeen High School
Certificate of Completion: Accounting AndBusiness Management -
Idaho State Technical
- EPA 608 Training - Certification
- S350 licensed
- Payroll certified
- Osha 10 certified
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