Customer Service Project Manager

RAUL MANUEL VARELA

ad77bm@r.postjobfree.com Mobile: 915-***-****

SUMMARY OF QUALIFICATIONS

Assertive, competitive, intuitive, and innovative

Dedicated, results-driven professional offering over 28 years in leadership roles experience in IT, customer service, and manufacturing environments. Able to interpret data to improve productivity with minimal cost and maximum return. Efficiently coordinate multiple logistical operations. Effectively convey organizational goals to all levels of effort and provide consistent follow-through. Multi-skilled and resourceful leader with exceptional work ethic.

Core Strengths:

• Operations / IT Management • Customer Service Management

• Supply Chain Management • Material / Capacity Requirements Planning

• Production / Systems / Technology Control

OSHA, HAZMAT, Safety, and Six Sigma Trained

Proficient in Microsoft Office, Oracle, MFG/PRO, Label Matrix, and Monarch

PROFESSIONAL EXPERIENCE

One Stop ELP LLC 2021-2024

Project Manager El Paso, TX

Planning and overseeing projects to completion within budget. Designated project resources, prepared budgets, while monitoring progress. Managed client’s expectations, build a project plan, managed the delivery of outcomes, schedule tasks, and delegate assignments. Coordinated team’s roles (internal and external) making sure they adhered to deadlines. Motivate crew & set expectations to achieve common goals. Communicating key milestones, Producing reports for management. Evaluated team’s strengths and weaknesses. Implementation of Risk management processes. First point of contact regarding the project. Initiated detailed plan to monitor and track the progress of the project. Performed risk management analysis to reduce project risks. Created and maintained comprehensive project documentation. Monitored technical aspects of the project. Recommended upcoming software trends and strategies to be used in the projects with engineers, architects, and other parties included in the construction project. Resolved conflict between projects.

Teleperformance 2020-2021

Supervisor (Remote) – Assurance (Medicare) / Charter (Spectrum) El Paso, TX

Lead & Deploy program for client. Improve the logistics process that impact the employee & customer. Partner with client on cross functional teams to improve and implement logistics process (Procurement, Helpdesk, Facilities, Training other relevant teams). Accountable to manage the employee performance and create ways to reduce costs. Coach & follow up on KPIs and targets related with timelines and deliverables. Designed & continuously improve management processes for the entire network. Lead cross functional teams to processes to deliver launch execution and achieve overall business objectives for the program. Challenged the traditional processes, seek to emulate where appropriate the best logistic practices from different by adopting solutions and tailoring them to the different market needs. Define performance and quality KPIs for the entire network. Aligned processes with different teams to improve the systems and the overall process. Collect and share the best practices across the multiple platforms to enhance the existing global guidelines. Define the best practices to support Employee technical readiness and logistics.

Halliburton Energy Services 2018-2020

OAII / JSSL / Engineering Odessa, TX

Engineering – Provided Well Operation Plans and Well Programs. Created expenditure and cost control of operations for approval. Participated in risk assessment, forecasts, and plans to meet program requirements. Ensured proper communication within the project and prepared End-of-Well reports.

Job Site Safety Leader - Promoted excellent service quality as well as health, safety, and environmental (HSE) performance at the worksite. Shares responsibility for the development of safety leadership among all members of the crew. Assists in various activities: hazard identification and risk management, incident reporting, investigation and causal analysis, waste minimization, pollution prevention and control, emergency response, and various compliance activities in all areas of HSE. Enhance personal and crew members' development and job performance.

GCX Corporation 2015-2018

Project Manager El Paso, TX

As project manager, I demonstrated a strong ability to plan, manage, and lead multiple, large- and small-scale projects from inception to successful implementation in a cross-functional environment. I provide analytical guidance to my project team. I also recommend and take actions to direct the analysis and solutions for any issues that may arise. I develop detailed work plans, schedules, project estimates, and status reports and have direct accountability of key milestones.

Baker Hughes 2014 – 2015

Field Operator II – Pressure Pumping Artesia, New Mexico

Performed administrative duties Operate equipment the materials blending process. Kept up to date with all required products information. Perform maintenance/repair of all assigned equipment. Provided usage of all treatments and chemical inventories. Trained personnel in safe usage and operation of equipment. Maintained and recorded calibration records for all equipment and flow meters. Rigging up & down Iron, wellheads, hoses, pumps, and equipment. Responsible for pumps to avoid any over pressure situation. Ensure trips are set to correct parameters and tested. Troubleshooting of transmitters, meters, densimeters, and electrical systems. Compliant with company/ customer HSE handbooks, HSE procedures and emergency procedures

GENERAL DYNAMIC INFORMATION TECHNOLOGY 2013 – 2014

Customer Service Supervisor Las Cruces, New Mexico

Supervised the activities of the call center / help desk. Practice GDIT values and act as a role model. Balanced Scorecard Metrics and performance scales and coach tea for improvement of results.

Improved metric results by 75% during my duration of employment as was promoted.

OPERATIONS / CUSTOMER SERVICE MANAGER 2007 – 2013

AT&T (SBC GLOBAL) El Paso, Texas

Managed and supervised Customer Specialists providing DSL Tier I Tech support.

Created job aids, team building presentations, templates, and team reports to track performance. Conducted monthly team safety meetings. Represented the El Paso Call Center on the CSI Forum bi-weekly conference call.

Received Senior VP Service Hero Award, 2008

Promoted to Sr. Tech Manager

BLUEBERRY CONFECTIONS 2002 – 2003; 2004 – 2005

WAREHOUSE MANAGER El Paso, Texas

Managed shipping and receiving. Hired, trained, scheduled, supervised, evaluated, and terminated warehouse personnel. Established pay rates. Planned equipment logistics. Enforced all state and federal health and safety regulations. Managed finished goods inventory. Coordinated carrier pick-up and delivery appointments.

Reported shortages, scrap, and discrepancies. Audited loads. Allocated finished goods inventory to sales orders, samples, and repacking. Supervised 14 warehouse employees. Purchased warehouse supplies. Consolidated work orders.

ECHOSTAR 2003 – 2004

WAREHOUSE SUPERVISOR El Paso, Texas

Supervised 14 warehouse employees. Reported backorders to customer service and production. Controlled access to network computers, scanners, and program applications. Created schedules to cover daily customer demand. Prepared finished goods for shipment. Inventoried supply materials daily and finished goods weekly. Audited documentation.

SLI LIGHTING 1994 – 2002

IT / MATERIALS SUPERVISOR El Paso, Texas

Scheduled and configured programs for production. Generated budgeting forecasts. Directed warehouse and production managers. Evaluated safety stocks and finished goods levels for distribution warehouses. Coordinated logistics with freight carriers and customer service. Conducted purchasing, invoicing, HR support, inventory, and customer service tasks.

Warehouse Supervisor Supervised 25 warehouse workers in 8000 sq. ft. facility in support of $100MM annual sales. Oversaw inventory programs and systems interface between warehouse and IT support.

Building Manager Managed $3MM building maintenance, security, and building improvements budget.

EDUCATION

JCIT International, Denver, Colorado

EPCC, El Paso, Texas,

University of Texas at El Paso (APICS),

University of Phoenix, Phoenix, AZ

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