Roberto Cervantes
North Port,FL
Summary
Accomplished Operations Manager with a proven track record, enhancing productivity and customer satisfaction through effective incidents management and health and safety compliance. Skilled in marketing and performance monitoring, adept at driving significant improvements in customer service and operational efficiency. Demonstrates strong leadership and problem-solving abilities, successfully managing teams to exceed targets.
Overview
15
15
years of professional experience
Work History
Operations Manager
Ashdown Flooring
Sarasota, FL
11.2023 - 01.2025
- Oversaw 7 to 8 flooring installation crews.
- Managed flooring projects from start to finish, keeping costs down and maximizing productivity.
- Worked hand in hand with project managers to assess customer and job issues, and complaints.
- Provided exceptional customer service to homeowners and made sure they were satisfied with the end results.
Customer Service Representative
Cisco Flooring Supplies
Sarasota, FL
10.2022 - 11.2023
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered inbound calls, chats and emails to facilitate customer service.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Resolved customer complaints promptly and efficiently.
- Provided accurate information about products and services to customers.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Branch Manager
Boone Distributors
Sarasota, FL
07.2010 - 10.2022
- Disciplined employees to encourage compliance with company policies and procedures.
- Assigned duties to employees and examined work for accuracy, neatness and timeliness.
- Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
- Designed sales and service strategies to improve revenue and retention.
- Implemented internal control procedures to minimize risk exposure and maximize profitability.
- Verified cash by balancing cash drawers and maintaining cash count records.
- Provided feedback on employee performance evaluations conducted by supervisors.
- Established and built customer relationships through targeted outreach and initiatives.
- Identified opportunities for process improvement initiatives within the branch.
- Managed staff scheduling, hiring and training processes.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Boosted customer base, acquiring new customers and identifying needs to deliver relevant products.
- Planned work schedules to maintain adequate staffing levels.
- Supported outside sales force in servicing and obtaining new business.
Education
Associate of Science - Electronic Engineering
Remington College
01-2001
Skills
- Marketing
- Performance monitoring
- Incidents management
- Performance reporting
- Health and safety compliance
- Production
Languages
Spanish
Professional
Timeline
Operations Manager
Ashdown Flooring
11.2023 - 01.2025
Customer Service Representative
Cisco Flooring Supplies
10.2022 - 11.2023
Branch Manager
Boone Distributors
07.2010 - 10.2022
Associate of Science - Electronic Engineering
Remington College
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