Richard Otero
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
19
19
years of professional experience
Work History
Service Center Manager
Target Specialty Products
01.2017 - 11.2023
- Conduct daily team meetings with staff, communicate anomalies, provide team goal of the day as well as monthly training and safety meetings
- Communication with Sales Manager & Reps all issues that would affect sales and deliveries
- Ensure the delivery of branch performance against KPI's Order/ Backorder fulfillment & Customer Satisfaction
- Update forecasts provided by sales with the location's buyer
- Communicate with AP (Accounts Payable) and locations buyer, delivery shortages & damages occurred during shipment
- Review payroll for all branch hourly colleagues (weekly, Thursday)
- Perform inventory control function for the branch with cycle counting and discrepancy investigation
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintain a high level of morale with your team and Support the Service Center Supervisor, Customer Service and Warehouse staff
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Established team priorities, maintained schedules and monitored performance.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Customer Service, Quality Analyst, Prescription Department Lead
Chewy.com
04.2015 - 03.2017
- Multitasked between Live Chats, Phone Calls, and Electronic Mail Responses as a Customer Service Representative
- Processed payment reviews, out of stock request, and resolved possible fraud blocks for Customers
- Mentored new Customer Service Representatives to ensure they performed all tasks properly
- Handled escalated calls that dealt with unhappy customers regarding delivery, orders mishap and other issues
- Managed over 62 Team members as a Team Lead for a Prescription Department
- Ensuring team was hitting weekly goals and meeting required deadlines Worked with different clinics and handled different cases to get prescription food approved for Customers.
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Developed lasting relationships with customers, which helped to bring in additional business opportunities.
Motor Transport Manager
Marine Corps
04.2005 - 04.2015
- Directed dispatching, routing, and tracking of 305 fleet vehicles.
- Supervised the preventive maintenance and repair checks of over 305, military essential equipment, maintaining a company readiness of 90%
- Maintained detailed training, education, mentoring records of over 175 Marines resulting in 95% deployment readiness. Coordinated refueling procedures between Motor Transport and all Aerial vehicles,
- Inspected and maintained over 54 Hazardous Material collection points, resulting in zero hazmat spills and 100% recycling turn around.
- Monitored and maintained a written and a digital drivers log
- Kept records and proper documentation of all accidents and vehicle related injuries
- Maintained timelines when delivering items and picking up items throughout 16 different companies, this resulting in a good networking within the companies.
- Accomplished multiple tasks within established timeframes.
Education
No Degree - Crane And Heavy Equipment Operation
Associated Training Services
Sun Prairie, WIHigh School Diploma -
High School Diploma From Booker T. Washington High School
Miami, FLSkills
- Patient
- Adaptability
- Multi-Tasking
- Problem Resolution
- Computer Skills
- Customer Service
- Time Management
- Staff Management
- Leadership Trained
- Document Processing
- Decision-Making
- Managing Operations and Efficiency
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Service Center Manager
Target Specialty Products
01.2017 - 11.2023
Customer Service, Quality Analyst, Prescription Department Lead
Chewy.com
04.2015 - 03.2017
Motor Transport Manager
Marine Corps
04.2005 - 04.2015
No Degree - Crane And Heavy Equipment Operation
Associated Training Services
High School Diploma -
High School Diploma From Booker T. Washington High School
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