Marco Zepeda
Pacoima
Overview
11
11
years of professional experience
1
1
Certification
Work History
Operations Manager
Walmart
06.2021 - Current
- Oversaw daily operations to ensure efficient workflow and productivity across departments.
- Developed and implemented process improvements, enhancing operational efficiency and reducing costs.
- Trained and mentored staff on best practices for inventory management and customer service excellence.
- Analyzed performance metrics to identify areas for improvement and drive strategic initiatives.
- Collaborated with cross-functional teams to optimize supply chain processes and minimize delays.
- Managed scheduling and staffing to align workforce capabilities with business demands effectively.
- Conducted regular audits of inventory levels, ensuring accuracy and compliance with corporate standards.
- Facilitated training programs focused on safety protocols and operational procedures for new employees.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- 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.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Facilitated smooth collaboration between departments through clear communication channels.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Developed and implemented strategies to maximize customer satisfaction.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Increased profit by streamlining operations.
- 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.
- Implemented quality control systems to boost overall product consistency and reliability.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Implemented sustainability initiatives, reducing environmental impact.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management with great detail.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Reduced operational risks while organizing data to forecast performance trends.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Stocking Team Lead
Walmart
08.2019 - 06.2021
- Led team to achieve operational efficiency through effective workflow management.
- Trained new associates on company policies and best practices for customer service.
- Implemented inventory control measures, reducing stock discrepancies and improving accuracy.
- Coordinated scheduling to ensure adequate coverage during peak hours, enhancing customer experience.
- Monitored performance metrics, providing feedback to team members for continuous improvement.
- Developed training materials that improved onboarding processes for new hires.
- Streamlined communication between departments, fostering collaboration and information sharing.
Support Manager
Walmart
10.2018 - 08.2019
- Led team to enhance customer satisfaction through effective issue resolution and support strategies.
- Developed training programs for staff to improve service efficiency and product knowledge.
- Implemented process improvements that streamlined operations and reduced response times.
- Collaborated with cross-functional teams to optimize inventory management and reduce stock discrepancies.
- Analyzed customer feedback data to identify trends and inform service enhancements.
- Oversaw daily operations, ensuring compliance with company policies and service standards.
- Coordinated scheduling and resource allocation to maximize team productivity during peak periods.
- Managed daily operations to ensure smooth functioning of the support department.
- Monitored employee and customer interactions to assess quality of service.
- Promoted a culture of continuous learning within the team by organizing workshops and sharing relevant resources regularly.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
Overnight Support Manager
Walmart
11.2017 - 10.2018
- Supervised overnight operations to ensure optimal store performance and customer satisfaction.
- Coordinated team assignments to enhance workflow efficiency and maintain operational standards.
- Implemented safety protocols, reducing incident reports and improving employee compliance.
- Trained new staff on operational procedures and best practices for overnight shifts.
- Assisted with store merchandising projects, ensuring proper product placement and presentation for customer satisfaction.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Developed detailed plans based on broad guidance and direction.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Overnight Customer Service Manager
Walmart
09.2016 - 11.2017
- Supervised overnight operations, ensuring customer service excellence and adherence to company standards.
- Trained staff on customer engagement techniques and problem-solving strategies for improved service delivery.
- Monitored inventory levels, coordinating restocking efforts to maintain product availability during peak hours.
- Resolved customer inquiries and complaints promptly, enhancing overall satisfaction and loyalty.
- Implemented process improvements that streamlined workflows and increased team efficiency during overnight shifts.
- Conducted performance evaluations, providing feedback to team members for professional development and growth.
- Collaborated with management to develop training materials, fostering a knowledgeable workforce focused on customer care.
- Analyzed customer feedback data to identify trends, contributing to strategic decisions aimed at improving service quality.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Supervised overnight staff, providing coaching, guidance, and performance evaluations to foster a positive work environment.
- Developed strong relationships with customers, promoting brand loyalty and repeat business through exceptional service.
- Collaborated with daytime management team to ensure seamless transitions between shifts and maintain high levels of customer service.
- Improved employee morale through recognition programs that rewarded exceptional performance during the overnight shift.
Overnight Maintenance Associate
Walmart
10.2014 - 09.2016
- Maintained cleanliness and organization in store, ensuring a safe shopping environment.
- Executed routine equipment inspections to uphold operational standards.
- Assisted with stocking shelves, optimizing product placement for customer accessibility.
- Supported team during inventory management, contributing to efficient stock rotation.
- Responded promptly to maintenance requests, enhancing overall store functionality.
- Implemented safety protocols while handling tools and equipment, promoting workplace safety.
- Adapted quickly to changing priorities in fast-paced overnight environment, maintaining efficiency.
- Demonstrated adaptability by swiftly adjusting to changing priorities or unexpected situations that arose during overnight shifts.
- Optimized store appearance with meticulous attention to detail in cleaning and organizing displays.
Education
Associates Degree in Law - Law
Los Angeles Valley College
Van Nuys, CASkills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Operations monitoring
- Operational efficiency
- Decision-making
- Employee relations and conflict resolution
- Planning and implementation
- Staff training
- Staff management
- Inventory management
- Management
- Project management
- Operations oversight
- Policies and procedures implementation
- Performance monitoring
- Employee motivation
- Staff development
- Customer relationship management
- Maintaining compliance
- Goal setting
- Interpersonal communication
- Client relationships
- Inventory control
- Workflow optimization
- Strategic planning
- Project management abilities
- Project leadership
- Process improvement
- Schedule management
- Performance management
- Health and safety compliance
- Regulatory compliance
- Workforce management
- Client relations
- Continuous improvements
- Process improvements
- Organizational management
- Superb time management skills
Certification
Power Lifting Certification
Power Lifting Trainer Certificate
Food Safety Certified
Languages
English
Native or Bilingual
Timeline
Operations Manager
Walmart
06.2021 - Current
Stocking Team Lead
Walmart
08.2019 - 06.2021
Support Manager
Walmart
10.2018 - 08.2019
Overnight Support Manager
Walmart
11.2017 - 10.2018
Overnight Customer Service Manager
Walmart
09.2016 - 11.2017
Overnight Maintenance Associate
Walmart
10.2014 - 09.2016
Associates Degree in Law - Law
Los Angeles Valley College