Edwin Omar Gageola Reyes
San Diego
Summary
Dynamic Customer Service Manager with a proven track record at Advanced Auto Parts, excelling in conflict resolution and performance management. Spearheaded operational improvements that enhanced customer satisfaction and trained staff on best practices, ensuring adherence to high service standards. Recognized for effectively diffusing tense situations while delivering exceptional service.
Overview
8
8
years of professional experience
Work History
Commercial Manager
Advanced Auto Parts
San Diego
04.2024 - Current
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Created own routes for drivers and effectively dispatched them.
Parts Sales Manager (PSM)
AutoZone
San Diego
08.2017 - 04.2024
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Proposed or approved modifications to project plans.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Started as a regular retail worker, worked my way up to manager.
- Stocked and restocked inventory when revived
- Directed and supervised employees engaged in sales, inventory
- Reduced process lags, managing daily parts operations such as fulfilling service requests, generating orders, tracking inventory and maintaining profit margins.
Education
High School Diploma -
Cathedral City High School
Cathedral City, CA05-2018
Skills
- Conflict resolution
- Performance management
- Customer service
- Payment processing
- Time management
- Effective communication
- Account authorizations
- Sales proficiency
- Adherence to high customer service standards
- New hire training
- Schedule management
- Team building
Timeline
Commercial Manager
Advanced Auto Parts
04.2024 - Current
Parts Sales Manager (PSM)
AutoZone
08.2017 - 04.2024
High School Diploma -
Cathedral City High School