Rafael Bustamante

• Drove safely in all weather conditions including rain, snow, sleet, ice.
• Reviewed and verified invoices and purchase requests to confirm accuracy.
• Adhered to all applicable traffic laws while driving delivery vehicle.
• Verified deliveries against shipping instructions prior to delivering to customers.
• Followed safety protocols for loading, unloading, securing, inspecting, operating, and maintaining the assigned vehicle.
• Received daily delivery instructions and route assignments from dispatch.
• Navigated routes with relevant map programs and GPS systems.
• Handled merchandise in accordance with product handling standards.
• Promoted positive customer service by delivering on-time shipments and fully resolving issues.

• Formed and sustained strategic relationships with clients.
• Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
• Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
• Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
• Collaborated with management team on long-term strategic planning initiatives for the organization.
• Maintained accurate inventory records to track stock levels and minimize costs.
• Delegated work to staff, setting priorities and goals.
• Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
• Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.

• • Customer Service Visits and Inspections
  • Arrange building coverage as needed by business demands
  • Assist with Warehouse Inventory and Assets
  • Schedule Special Projects
  • Add on Sales
  • Team Meetings
  • Vehicle Maintenance Scheduling
  • Perform weekly Vehicle inspections
  • Coach, Train, develop new and existing employees
  • Daily Inspection reports
  • Monthly budget reviews
  • Start up of new accounts
  • Crew Supervisor
  • Dispatching
  • Floor work, stripping, waxing, buffing, tile & grout, carpet cleaning
• Coordinated with internal teams to ensure timely delivery of products and services to clients.
• Developed and maintained relationships with key accounts to ensure customer satisfaction.
• Recruited, hired and trained new hires to optimize profitability.

• Responsible for the day to day operations of the download team with guidance of Shift Manager.
• Coordinate with Manager the daily tasks of the team, including , plane off loads, sort and load of trailers and small aircraft.
• Assisted in the training of new employees along with continued training of current staff.

• Assessed company operations for compliance with safety standards.
• Provided coaching and feedback on employee performance, encouraging professional development.
• Conducted regular performance reviews to assess individual team member progress.

Train and mentor new crew members
• Perform cleaning duties of Commercial Cleaning
• Fill in for employees during absence
• Perform building inspections
• Provide feedback and suggestion to direct supervisor
• Carpet Cleaning
• Window Cleaning
• Interview/Assist in hiring process of Spanish Speaking Candidates
• Special Cleaning Projects

• Assessed daily workloads, scheduled, and planned daily assignments and oversaw numerous projects.

Prepares reports on staff attendance
• Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
• Manages changes to scheduling to ensure adequate daily resource coverage.
• Communicate with Call Center Director and operations team to ensure compliance with company standards.
• Maintain running report of attendance incidents.
• Ensures hours are accurately accumulated.
• Analyze PTO submissions and approve/deny based on their effect on call volume/operations.
• Reports and monitors attendance and schedule adherence
• Processes schedule trade requests for posted schedules
• Processes management requests for modifications of scheduling events (meetings/training, etc.)
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
• Provides analytical support for special projects.
• Communicates and works with staff members, management, Human Resources, etc.
• Add and reconcile times biweekly for hourly associates
• Performs any other related duties as required or assigned by Call Center Director

• Oversee the day to day operations of 40-50 CSRS including 2 Supervisors, and two Team Leads
• Responsible for interviewing potential candidates.
• Perform Monthly and Yearly CSR reviews
• Quickly and effectively solve customer escalations.
• Perform monthly call monitorings.
• Provide monthly staff meetings
• Track attendance disciplinary actions.
• Act as Site Director when Director was Away.

• Conducted weekly meetings with staff members to discuss performance goals.
• Developed and maintained a team of call center representatives to meet performance standards.
• Developed quality assurance standards and established targets for all staff.
• Reviewed completed work to verify consistency, quality, and conformance.
• Met call center financial objectives by estimating requirements and preparing annual budgets.

• Over see the day to day operations of the Call Center and store, including 15 Technicians, 10 Customer Advocates, 4 Repair Medics, and 1 delivery driver.
• Responsible for hiring and developing new associates including yearly performance reviews.
• Assist GM with Customer Retention Project from 2010-Present
• Support Market Locations with SV2 or other related issues.
• Quickly and effectively solve customer challenges.
• Responsible for location's account payables.
• Perform Weekly Service Observes on CSRs.
• Perform Weekly performance meetings with glass installing
Force.
• Provide monthly staff meetings
• Responsible for creating weekly work schedule for Salt Lake Market employees. (100-145 employees depending on season)
• Analyze and schedule work hours based on forecast.
• Responsible for location's inventory.
• Responsible for the distribution of the Market's News Letter
• In charge of local Charity events.
• Responsible for managing and maintaining stores fleet.

• Oversee the day to day operations of the Catalog Division Call Center.
• Responsible for hiring, training, and development of new Customer Service Representatives.
• Resolve and respond quickly to customer complaints and issues.
• Communicates associates performance, including yearly reviews and disciplinary actions.
• Informed team on new products, services, standards, shipping and systems.
• Responsible for location's account payables
• Review, monitor, and Manage Call Center's metrics for better customer retention and satisfaction.
• Oversee team of 15-80 CSRs, 2 Supervisors, and 2 Customer Service Leads.