Servey Gonzalez Lugo
Houston,TX
Summary
As an accomplished Director of Operations, I specialize in transforming underperforming teams to consistently meet and exceed KPIs. With a competitive spirit and a passion for leadership, I focus on people development and operational efficiency, driving measurable success in challenging environments.
Overview
19
19
years of professional experience
Work History
Director of Operations & Delivery
Cozzini Bros
05.2024 - Current
- Serve as the primary contact for all departments; acquisitions, project launches, marketing, finance and field operations.
- Responsible for KPI's for all area managers and operations managers as well as P&L.
- Monitored budget and utilized operational resources.
- Identified opportunities for cost reduction and process improvement, implementing changes that resulted in significant savings.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Increased team productivity by creating an open work culture that fostered transparency, knowledge sharing, and collaboration among team members.
Regional Sales Manager
Cozzini Bros
01.2023 - Current
- Supported the central region with a total of 12 managers for performance and coaching & development.
- Finalized sales contracts for national accounts and preferred customers.
- Achieved regional sales objectives by coordinating sales team, developing successful strategies and servicing accounts to strengthen business relationships.
- Collaborated with senior executives to evaluate performance in regional area and develop strategies to expand revenue.
Senior Manager- New Builds & Acquisitions
Asurion
07.2021 - 12.2022
- Launch new stores nationwide and work directly with real estate, construction, HR (hire store employees) and support store launch.
- Lead the documentation, communication and implementations for all new builds from operations to standardization throughout the US.
- Set targets, drive execution, and hold the team accountable both for individual and team results from one month of opening.
- Travel 75%, weekends, holidays and monthly stays.
- Developed key operational initiatives to drive and maintain substantial business growth.
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
- Documented processes and drafted SOPs to comply with regulations and company policies.
Sr District Manager
Asurion
07.2019 - 07.2021
- Launched new districts for new builds and acquisitions throughout the West Coast.
- Train & develop new hire District Managers.
- Managed projects from procurement to commission to payroll.
- Developed and initiated projects, managed costs, and monitored performance.
- Implemented strategies to realign operational strategies and enhance personnel management approaches.
- Hired and onboarded District Managers across the US.
- Travel 75 % of time
District Manager Sales & Operations
Sprint
05.2016 - 07.2019
- Coach, mentor and develop employees to meet expectations for productivity, quality, and goal accomplishments.
- Maintained team efficiency by strategically delegating daily, weekly and monthly activities, monitoring output and rewarding positive contributions.
- Trained and developed team in sales, selling techniques and company procedures.
- Worked with our partner Sprint team to collaboratively reach targets, consistently meeting or exceeding company goals.
- Responsible for hiring, termination, and performance.
Director of Sales-West Coast
Dls Pharmacies
01.2012 - 03.2016
- Travel 50% of the time to meet with potential clients and investors.
- Coach develop and mentor management team and their sales representatives to exceed DLS pharmacy sales goals.
- Supervised managers and pharmacy sales representatives across the West Coast.
- Understand competitive offerings and monitor competitive threats in the region.
- Client relationship ownership and management in collaboration with the sales team to deliver superior service to clients.
- Managed accounts to retain existing relationships and grow share of business.
Call Center Coach
Tmobile Call Center
10.2005 - 01.2012
- Mentored associates following Tmobile coaching guidelines to help lower call duration, call backs and improve survey scores.
- Defined clear targets and objectives and communicated to other team members.
- Boosted player confidence through personalized training sessions and continuous feedback.
Education
BBA - International Business Management
University of Texas-RGV
Associate of Arts - Philosophy
South Texas College
Mcallen, TXSkills
- Fluent in English & Spanish
- Strategic Planning
- P&L Management
- Lean Six Sigma/5s
- Project Management
Timeline
Director of Operations & Delivery
Cozzini Bros
05.2024 - Current
Regional Sales Manager
Cozzini Bros
01.2023 - Current
Senior Manager- New Builds & Acquisitions
Asurion
07.2021 - 12.2022
Sr District Manager
Asurion
07.2019 - 07.2021
District Manager Sales & Operations
Sprint
05.2016 - 07.2019
Director of Sales-West Coast
Dls Pharmacies
01.2012 - 03.2016
Call Center Coach
Tmobile Call Center
10.2005 - 01.2012
BBA - International Business Management
University of Texas-RGV
Associate of Arts - Philosophy
South Texas College
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