Richard Chavez Jr
Bentonville,AR
Summary
Qualified Leader with proven track record in leading teams and driving operational efficiency. Demonstrated ability to implement strategic initiatives that enhance productivity and foster growth. Known for utilizing strong leadership and communication skills to facilitate team collaboration and achieve organizational goals.
Overview
17
17
years of professional experience
Work History
Sr. Manager of Customer Service
Niagara Bottling, LLC
Bentonville, AR
02.2023 - Current
- Spearheaded cross-functional team efforts to develop and apply continuous improvement strategies, resulting in increased operational efficiency.
- Created and implemented specialized training programs focused on advancing staff skills and elevating team performance metrics.
- Interpreted production data to discern trends, guiding strategic initiatives for effective resource allocation and process improvement.
- Established collaborative relationships with key stakeholders, focusing on synchronizing operational goals with overarching organizational objectives for sustained growth.
- Developed and implemented comprehensive operational policies to enhance efficiency and compliance.
- Implemented best practices and optimized workflows to enhance operational efficiency.
- Assessed inventory metrics to streamline stock replenishment and minimize excess inventory.
- Created comprehensive strategic plans focusing on product distribution processes and supply chain optimization.
- Reviewed performance metrics to uncover areas for operational advancement and strategic growth.
- Monitored and optimized inventory levels, achieving a sustained 99% in-stock rate over a two-year period.
- Designed and implemented programs in collaboration with customers to enhance hurricane response and optimize inventory management.
- Engineered a DTS program aimed at enhancing efficiency and systematic processes for diverting DC products to stores.
Customer Service Manager
Niagara Bottling, LLC
Bentonville, AR
04.2022 - 01.2023
- Led customer service team to enhance operational efficiency and improve response times.
- Developed training programs to elevate staff performance and service quality.
- Implemented feedback mechanisms to measure customer satisfaction and drive improvements.
- Analyzed service metrics to identify trends and optimize workflow processes.
- Collaborated with cross-functional teams to resolve complex customer issues effectively.
- Took ownership of customer issues and followed problems through to resolution.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Analyzed inventory levels to optimize stock replenishment and reduce excess inventory.
- Developed strategic plans for efficient product flow across multiple distribution channels.
- Evaluated performance metrics to identify areas for process improvement.
Sales Operations & Replenishment Manager
Niagara Bottling, LLC
Ontario, CA
10.2015 - 03.2022
- Coordinated meetings and logistics for national sales meetings and directed and supervised 5-member team.
- Maintained account information accuracy by communicating frequently with salesmen and account executives.
- Monitored budgeting, forecasting, expenditures and performance for all accounts.
- Visited customer locations to determine needs.
- Developed accurate sales forecasts by analyzing sales feedback and wrote reports for senior leadership.
- Used effective data analysis and sales strategies to increase profitability and develop system or organization for projects.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Addressed problems in proactive and knowledgeable manner to maintain and enhance client satisfaction.
Customer Service Manager
Niagara Bottling, LLC
Ontario, CA
01.2014 - 09.2015
- Managed responses to customer requests for product details, service offerings, and company insights.
- Engaged with customers and internal sales teams to assess requirements and deliver effective recommendations.
- Fostered a culture of compliance with operational best practices and company policies to drive team productivity and efficiency.
- Analyzed statistical reports to troubleshoot and resolve associate tool and service delivery discrepancies.
- Reviewed order data on weekly basis to verify transactions and shipping dates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Coordinated interactions between customers and various internal teams to streamline processes and resolve issues efficiently.
- Investigated and resolved accounting, service and delivery concerns.
- Partnered with team members to implement customer service initiatives, consistently exceeding established goals.
Customer Service Supervisor
Niagara Bottling, LLC
Ontario, CA
01.2013 - 01.2014
- Coach and develop team for future growth.
- Execute all reporting and work collaboratively with all internal departments. Execute action plans on increasing Customer Satisfaction and assist in diving down accessorial charges. Oversee Southwest, Walmart & Sam's Club Plan and execute all Customer reporting.
- Investigated and resolved customer inquiries and complaints in empathetic manner.
- Met all customer call guidelines including service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Strong leader of customer support staff.
- Trained staff on operating procedures and company services.
- Provided accurate, specific and timely performance feedback for CSRs.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Effective liaison between customers and internal departments.
- Devised and published metrics to measure organization's success in delivering world class customer service.
Customer Service Account Specialist
Niagara Bottling
Ontario, CA
10.2011 - 01.2013
- Generate and monitor weekly MABD scorecards Execute and manage Exemption Reports Work collaboratively with all internal departments and relay any spike in demands to ensure on time delivery and to notify customer and Director of Sales.
- Schedule all new and pending loads for Walmart.
- Work directly with carriers and Walmart staff to reschedule appointments to ensure delivery.
- Analyze and execute reports by PO level and work with Replenishment Manger to correct any and all inconsistencies identified in reporting.
- Work as key contact between DC's and Niagara to help identify problems and work to create new action plan to resolve and better assist DC's Face to Face meetings with Replenishment Manager to identify KPI's.
- Adhered to all confidentiality requirements at all times.
- Updated customer orders from start to finish in accurate and timely manner.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Managed work flow to exceed quality service goals.
Supervisor
Osh Kosh B' Gosh
Cabazon, CA
07.2010 - 10.2011
- Assist in training and developing associates in product knowledge, Merchandising, Customer Service Manage and control expenses and payroll.
- Recruit and hire sales associates Coach, train, develop and mentor associates to prepare to move up with Company.
- Cross-trained and backed up other customer service managers.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Strong leader of customer support staff.
- Trained staff on operating procedures and company services.
Assistant Manager
Forever 21
Rancho Cucamonga, CA
05.2009 - 05.2010
- Assist in training and developing associates in product knowledge, Merchandising, Customer Service Manage and control expenses and payroll.
- Recruit and hire sales associates Coach, train, develop and mentor associates to prepare to move up with Company.
- Investigated and resolved customer inquiries and complaints in empathetic manner.
- Met all customer call guidelines including service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Strong leader of customer support staff.
- Scheduled staff shifts to cover peaks and lulls in customer inquiries.
- Trained staff on operating procedures and company services.
- Provided accurate, specific and timely performance feedback for CSRs.
- Managed work flow to exceed quality service goals.
Education
MBA - Buisness
Grantham University
Lenexa, KS09-2025
Bachelor of Science - Business
Grantham University
Lenexa, KS04-2023
High School Diploma -
Pacific High School
San Bernardino, CASkills
- Sales processes
- Strategic Planning
- Sales Operations
- Sales Inventory Operations Planning (SIOP)
- Business Operations Management
- Sales Reporting
- Strategic planning
- Cross-functional collaboration
- Cross-functional team coordination
- Operations management
Accomplishments
- Won Collaboration of the year award in 2012.
- Supervised a team of 18 staff members.
- Walmart Supplier of the Year
Timeline
Sr. Manager of Customer Service
Niagara Bottling, LLC
02.2023 - Current
Customer Service Manager
Niagara Bottling, LLC
04.2022 - 01.2023
Sales Operations & Replenishment Manager
Niagara Bottling, LLC
10.2015 - 03.2022
Customer Service Manager
Niagara Bottling, LLC
01.2014 - 09.2015
Customer Service Supervisor
Niagara Bottling, LLC
01.2013 - 01.2014
Customer Service Account Specialist
Niagara Bottling
10.2011 - 01.2013
Supervisor
Osh Kosh B' Gosh
07.2010 - 10.2011
Assistant Manager
Forever 21
05.2009 - 05.2010
MBA - Buisness
Grantham University
Bachelor of Science - Business
Grantham University
High School Diploma -
Pacific High School