Roy Baca

Begin each shift with a meeting with management to inquire about any pertinent information I may need to be privy to prior to commencing the show. Provide music and maintain an energetic and live atmosphere. Ensure upcoming events and special engagements are advertised. Consistently remind patrons of specified pricing for that evening in attempt to help drive sales for the shift.

• Answer phones in a high volume call center, servicing customers of Costco that purchased kitchen appliances that needed to be installed. Scheduled delivery and installation appointments via inbound and outbound calls. Remedy any issues presented by the customer regarding scheduling or product via my superior or Costco, directly. Areas we serviced included Los Angeles County, Orange county, San Diego County and the Inland Empire. Also "dispatched" installers in Ohio, Kentucky and Utah.
• Assisted in recruitment of independent contractors to complete installments. Conducted initial interview to determine if the candidate met baseline qualifications, and if the candidate should proceed with the next level of interviews.
• Helped train new employees in the office to assist customers, installers or Costco associates via phone calls and Outlook. Provided tips and insight on customer service, proper phone etiquette and procedural expectations. When a manger was unavailable during an escalation, I would volunteer to take the phone calls to assure the customer we were aware of their issue, express appreciation for said concern, and to provide with them with a point person that will make sure their issue is taken through the correct channels for remedy.

• Oversaw the flagship account for a third party logistics service that contracted with high-end furniture retailers for final mile deliveries. On average, with our main account being Ethan Allen, we delivered about $30M in retail per calendar year to customers. Implemented white glove delivery service and held training sessions every month to review expectations and requirements of delivery teams, both on the road and while completing deliveries.
• Handled any customer complaints regarding delivery teams, as well as managed any damage claims from initial reporting to verifying the customer's satisfaction after the claim has been resolved.
• Complete daily billing tasks and validate accuracy to ensure the weekly invoice is a true reflection of the itemized billing that was sent. Conduct unannounced on-site inspections of delivery teams while they were actually delivering to ensure all practices and expectations were met, if not exceeded. Served as a liaison between our client, and our corporate office to address any concerns stemming from either direction.
• Coordinated and scheduled shipments from furniture vendors. Validated shipping manifest was accurate with actual items delivered. Maintained accuracy of inventory by completing weekly cycle counts. Ordered all materials for warehouse ranging from shipping and packing material to cleaning and restroom supplies. Implemented a new monthly deep clean and inspection process to ensure that all aspects of the warehouse are in satisfactory condition. Ensured all warehouse employees maintained valid lift certifications and were up to date with OSHA standards.