By utilizing my credible exposure to the industry, I diligently spearhead all aspects of compliancemaintenance and scheduling of fleet vehicles. Furthermore, I develop best in class customer service andsales team by tracking and evaluating KPI's performance. Reduced driver overtime through developing and coordinating best in class dispatch and deliveryteam. Improved both the safety across 3 locations without any injury to date as well as production byadjusting material layout and load builder training. Directed all phases of multiple yard projects simultaneously while managing budgets and deadlines. Achieved strategic sales and profitability goals on a monthly, quarterly, and yearly basisconsistently. Accomplished preferable pricing and availability by building/strengthening strong vendorrelationships.

It's worth mentioning that I provided photographic and video documentation with media/project notesand recommendations for requested estimate of service items within the field. Produced and delivered sales/estimates presentation to clientele and their respected insurancecompany. Led sales projects by coordinating materials and site furnishing with vendors with availabilityand delivery/pickups. Executed and met best in class safety standards by maintaining projects quality assuranceconsistently in collaboration with crews, supervisors, and foremen. Boosted sales by attaining new customers, providing review estimate, and salesrecommendations.

In this role, I oversaw all facets of customer service department, comprising of planning, assigning, anddirecting work. Moreover, I built high-performing teams by hiring, training, appraising performance,rewarding, and disciplining employees. Managed all levels of payroll, while promptly addressing employees' complaints and resolvingconflicts and problems. Supported all four departments in hitting operational goals (first time in five years) within firstyear of joining the company. Developed and retained a team by analyzing and identifying skills gaps and providingtraining/constant follow-up coaching to customer service representatives. Positioned NorCal as a quality best in class (QBiC) organization by developing and deployingQBiC customer service department, focusing on people, performance management, andcustomer service.

I championed developing and implementing QBiC customer service procedures for UHC Health Care.Additionally, I achieved united experience survey (UES %) by supervising team and implementing KPI'sto improve member experience. Attained all company goals by managing information flow between cross-functional teams, multi-disciplinary departments. Improved overall customer service satisfaction score by developing a call flow for all phoneoperators. Provided leadership by example through adherence to company policies and procedures as wellas driving with integrity in all interactions with associates and customers.

By using my strong interpersonal and communication skills, I supported team supervisors toestablish/exceed all client program/company expectations, including schedule adherence, quality ofservice, billable utilization and account performance metrics. Grew the account to over 100 employees and achieved representative resolve (RR %) Pleaseelaborate this. Maintained operations budgetary and fiscal responsibilities through budget development, costcontainment, appropriate utilization of employees, service improvements, and strategydevelopment for operations improvements. Developed, trained and retained team while providing constant follow-up coaching to customerservice representatives. Designed and established QBiC customer service procedures for FCR. Accomplished lower labor costs and oversaw schedules to provide first class service to clients.

I crafted QBiC customer service procedures for Build.Com. I directed all customer service staff, HRrelated issues, ensuring excellent customer focus, and world class merchandising standards, consistentwith big box retailers. Recognized for developing the highest number of top performing sales representatives in thecompany. Maximized sales, profitability, and efficiencies by strategically planning and allocating allresources. Reduced head count as well as improved productivity and customer satisfaction by building adiverse, motivated team. Created and promoted employee-centric and customer-centric environment. Modeled and coached operational team to deliver customer service principles.