Toni Alvarez
Hesperia,CA
Summary
Proven leader in operations management, adept in team leadership and problem-solving, significantly enhanced performance outcomes at CRLaurence. Excelled in staff development and process improvement, driving employee accountability and operational efficiency. Mastered customer service and warehouse operations, fostering outstanding client relationships and a safer work environment.
Overview
21
21
years of professional experience
Work History
Operations Manager
CRLaurence
09.2023 - 09.2024
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Managed 6 Departments that consisted of 70 employees. Receiving Dept, Material Handlers, Order Puller/Checkers, Pallet Builders, Packaging Dept, Truck Loaders.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Trained and guided team members to maintain high productivity and performance.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Analyzed and reported on key performance metrics to senior management.
- Directed initiatives to improve work environment, company culture or overall business strategy.
Service Center Manager / Fullfillment
CRLaurence
11.2019 - 09.2023
- Established performance goals for staff, providing ongoing feedback and coaching to drive success.
- Resolved escalated customer issues promptly, strengthening customer loyalty in the process.
- Promoted a positive work culture by opening communication channels among team members.
- Trained new staff members on company policies and center expectations.
- Enhanced team performance by providing regular training and development opportunities.
- Maintained a safe working environment by enforcing strict safety protocols and guidelines.
- Reduced wait times for customers through scheduling and staff allocation.
- Analyzed performance metrics to identify areas for improvement, implementing necessary changes accordingly.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved customer satisfaction by implementing efficient service center processes and procedures.
- Collaborated with other departments to address cross-functional challenges and improve overall company efficiency.
Office Administrative Assistant / Will Call
CRLaurence
06.2003 - 10.2019
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Responded to inquiries from callers seeking information.
- Maintained a clean and welcoming office environment, fostering positive impressions among clients and visitors.
- Improved customer satisfaction ratings by promptly addressing inquiries via phone, email, or in-person visits.
- Safeguarded company information by maintaining strict confidentiality in handling sensitive documents and records.
- Maintained inventory of office supplies and placed orders.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Built and maintained excellent customer relationships.
- Order Entry / Invoicing
- Scheduled Freight pick ups.
Education
High School Diploma -
Sacred Heart High School
Lincoln Heights, CA06.1999
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Decision-Making
- Employee relations and conflict resolution
- Staff Training
- Staff Management
- Policies and procedures implementation
- Performance monitoring
- Employee Motivation
- Staff Development
- Goal Setting
- Client Relationships
- Process Improvement
- Health and safety compliance
- Delegation
- Invoice Processing
- Performance reporting
- Warehouse Operations
- Type 40 wpm
Timeline
Operations Manager
CRLaurence
09.2023 - 09.2024
Service Center Manager / Fullfillment
CRLaurence
11.2019 - 09.2023
Office Administrative Assistant / Will Call
CRLaurence
06.2003 - 10.2019
High School Diploma -
Sacred Heart High School