Microsoft Excel
Salvatore La Rosa
Operations Manager
San Jose,CA
Summary
Results-oriented business leader with more than 10 years of experience in day-to-day business operations management. Effective liaison to key clients, accounts and external business stakeholders. Leverage trends across industries and markets to derive solutions and approaches focused on creating value for customers and profitability for company. Streamlines processes for efficiency and productivity. Well-versed in applying multi-faceted approach to managing safety, operations and productivity across multiple business lines.
Overview
19
19
years of professional experience
6
6
years of post-secondary education
Work History
Customer Service Representative
Bedrossian’s Tile & Stone
San Jose , CA
2020.09 - 2021.07
- Answered 200 phone calls and email inquiries from customers per day
- Triaged calls to diagnose customer’s needs, resulting with customer service rating of 100%
- Debriefed customer complaints with management, to identify trends in sales and product quality
- Guided customers through tile selection, installation, and maintenance process
- Resolved 97% of customer complaints and grievances using de-escalation, clear communication, and customer service skills
Operations and Premium Services Manager
Spectra Food Services
San Jose , CA
2018.07 - 2020.01
- Managed catering and concession operations for the stadium, which served 72,000 patrons per month
- Reviewed resumes, pre-screened candidates, and oversaw 300 full-time operations staff including 270 floor staff, ten core supervisors, and 20 front line managers, communicated business goals and vision to staff on regular basis
- Guided candidates through the hiring process, including initial screenings, interviews, and offer negotiation
- Managed services for 22 stadium suites, including pre-event ordering and game day services resulting in customer satisfaction ratings of 98%
- Created strong relationships with stadium managers by generating and presenting financial reports, including budgets, projections, forecasting, revenue analysis, disbursements, capital investments, labor, and product costs
Operations Manager
Spectra Food Services
San Jose , CA
2017.03 - 2018.07
- Oversaw event planning, technical proficiency, and staffing to ensure smooth execution of 30 events per month
- Hired, coached, and trained 250 employees, resulting in 75% decrease in employee turnover rate
- Analyzed food trends and ticket sales to properly plan for food inventory, sales, and staffing needs monthly
- Recruited 200+ employees by attending hiring fairs and coordinating prescreen calls to assess fit
Warehouse Manager
Spectra Food Services
San Jose , CA
2016.03 - 2017.03
- Met environmentally controlled warehouse operational needs through smooth staffing and resource allocation.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Trained new staff on job duties, company policies and safety procedures for rapid onboarding.
- Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
Warehouse Supervisor
Spectra Food Services
San Jose , CA
2015.02 - 2016.03
- Promoted diligence and culture of safety for warehouse operations.
- Used warehouse management software to reconcile daily inventory.
- Kept detailed records of inventories and merchandise inventory transactions.
- Oversaw daily operations and shipping and handling processes.
- Supervised shipping and receiving, distribution and workplace safety.
- Revised and developed procedures to reduce risk and achieve compliance.
- Performed troubleshooting to resolve issues with equipment, devices and products.
Customer Service Manager
Marble Granite Masters, MGM Stone
San Jose , CA
2012.01 - 2014.02
- Specializing in customer support and product sourcing
- Assisted clients with natural stone and slab sales
- Assisted clients with wholesale, retail, contractor, and fabricator product selection and purchasing
- Responsible for purchasing and inventory controls.
- Took ownership of customer issues and followed problems through to resolution.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Warehouse Supervisor
T & D Tile Co
Santa Clara , CA
2009.01 - 2012.02
- Managed vendor relationships, creating, and processing purchase orders
- Interfacing with leadership to ensure builder timelines were met
- Supervised shipping and handling operations
- Kept detailed records of inventories and merchandise inventory transactions
- Operated warehouse material handling equipment correctly to move loads
- Monitored adherence to safety protocols and company policies by staying attentive to details
Warehouse Operations Lead
Emser Tile & Natural Stone
San Jose , CA
2009.04 - 2009.08
- Maintained warehouse inventory and records
- Specialized in receiving, recording, issuing, and transporting goods and supplies
- Ensured that will-call customers are handled efficiently and professionally.
- Evaluated incoming shipments for quality issues and processed unacceptable materials for return
Customer Service Rep
Dal Tile & Stone
San Jose , CA
2003.02 - 2007.03
- Provided primary customer support to internal and external customers
- Provided direction/selection assistance to clientele including ordering, and instillation guidance
- Processed client orders as well as plant/RDC orders; orders
- Provided primary customer support to internal and external customers.
- Contacted clients to verify account information and maintain accuracy, resulting in 67% increase in customer satisfaction
- Collected and analyzed customer information to prepare product or service reports
Warehouse Associate
T & D Tile Co
Santa Clara , California
1999.01 - 2003.01
- Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked
- Maintained strong vendor connections by arranging pricing and delivery structures and managing specific shipment or paperwork concerns
- Completed daily cycle counts and quarterly inventories and resolved variances to maintain data accuracy
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery
- Checked packages and merchandise for damage and notified vendors
Education
Bachelor of Arts - Political Science
San Jose State University
San Jose, CA 2012.08 - 2014.05
Associate of Arts - Political Science
San Jose City College
San Jose, CA 2008.02 - 2012.05
Skills
Operational Management
Software
Microsoft Word
Timeline
Customer Service Representative
Bedrossian’s Tile & Stone
2020.09 - 2021.07
Operations and Premium Services Manager
Spectra Food Services
2018.07 - 2020.01
Operations Manager
Spectra Food Services
2017.03 - 2018.07
Warehouse Manager
Spectra Food Services
2016.03 - 2017.03
Warehouse Supervisor
Spectra Food Services
2015.02 - 2016.03
Bachelor of Arts - Political Science
San Jose State University
2012.08 - 2014.05
Customer Service Manager
Marble Granite Masters, MGM Stone
2012.01 - 2014.02
Warehouse Operations Lead
Emser Tile & Natural Stone
2009.04 - 2009.08
Warehouse Supervisor
T & D Tile Co
2009.01 - 2012.02
Associate of Arts - Political Science
San Jose City College
2008.02 - 2012.05
Customer Service Rep
Dal Tile & Stone
2003.02 - 2007.03
Warehouse Associate
T & D Tile Co
1999.01 - 2003.01
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