James W. Perez 201 East Francis 832.597.2754 Baytown, TX 77520 jp13b3892@westpost.

net GENERAL MANAGER / CUSTOMER SERVICE MANAGER Offering over 13 years of experience managing operations for major brands Highly accomplished, visionary executive with a solid background in operations, business development, client retention, and staff training/development. Resultsoriented, decisive leader with proven success in streamlining operations, reduci ng costs, and driving profits. CORE STRENGTHS Call Center Operations Claims and Sales Processing Account Management Customer Satisfaction Sales Administration Order Fulfillment Customer Retenti on Front Office Operations Workflow Planning P&L Management Performance Improvement Fleet Management Recipient of Employee of the Year and Employee of the Quarter Awards OSHA 10 Ce rtified SIGNIFICANT PROFESSIONAL ACHIEVEMENTS Staff Development : Develop and facilitate monthly training creating enhanced em ployee product knowledge and increased customer satisfaction. Increase employee productivity and attendance using one-on-one feedback and consistent coaching. Cost Analysis and Reduction : Analyze monthly operating expenditures, identify u nnecessary spending, conceptualize and execute strategic cost reduction plans. Organizational Restructuring : Identify and resolve departmental inefficiencies. Overcome employee anxiety to restructuring through open communication, educatin g employees on benefits, and providing understanding to concerns. PROFESSIONAL EXPERIENCE The Whitlock Group Houston, TX 2004 to Present Technical Operations Manager 2008 to Present

Manage 25 person technical operation team responsible for maintaining and increa sing customer satisfaction levels. Performed employee training, evalauations, an d reviews. Work synergistically with multiple departments to generate sales rev enue, provide accurate data, and distribute reports. Oversee all departmental sp ending and procurement. * Overhaul department creating new structure plan to increase operating efficien cy and employee productivity. Provide leadership ensuring employee confidence. * Analyze and identify potential cost saving measures. Right-size local supplier network and decrease labor costs by recommending corporate credit card usage. * Instrumental in development and attainment of major regional rental car servic e account increasing profitability.Recognized for superior Fleet Management skil ls for 10 vehicles, including budgetary and operation cost analysis. * Develop strategic plans in conjunction with Project Manager delivering high le vel service above customer expectations.

Office Manager

2006 to 2008

Oversaw day-to-day administrative operations of Houston location. Developed new standard operating procedures streamlining operations. Company leader selected t o mentor and train new Customer Service Representatives on company objectives. * Recipient of multiple national and local awards for outstanding service, the a bility to offer solutions, and gain customer loyalty. * Effectively communicated with business partners, sub-contractors, and customer s to alleviate and solve customer service issues. * Processed invoices, responded to customer/staff questions, and monitored facil ity maintenance issues. Negotiated building contracts ensuring cost reduction. * Prepared accurate weekly sales and customer service reports in timely manner a llowing for proper analysis and improvement measures. * Conceptualized and implemented National Customer Service Manual. Customer Service Representative 2004 to 2006 Provided exceptional sales, administrative, and client support using superior co mmunication and time management skills. * Standardized purchase order log, usage guidelines, and issued electronic/manua l purchase orders. Created new proposal design and process. * Contributed to sales proposal preparation and negotiated special pricing with vendors allowing for win-win solutions. * Managed order fulfillment and customer communications. Researched and verified insurance and bonding requirements. MCSI Houston, TX Office Manager 1998 to 2003 1999 to 2003

Managed office operations and multi-site(4) merger involving 50 employees. Plann ed all location closings achieving minimal workflow issues and slashing operatin g expenses. * Originated innovative sales and management customer service procedures and rep orts resulting in employee and operational improvements. Customer Service Representative 1998 to 1999 Supported Sales and Branch Management operations. Identified customer needs, enh anced vendor relations, and sourced sales leads. Military Experience U.S. Marine Corps 1993 - 1997 Lance Corporal E3 3043 Supply Administration and Operations Specialist