Oscar Pacheco
Brisbane,QLD
Summary
Seasoned Operations Manager and talented leader with years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
29
29
years of professional experience
Work History
Operations Manager
Team Global Express
04.2011 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Branch Service Manager
Toll Group
01.2003 - 03.2011
- Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations.
- Handled customers' complaints and questions with utmost professionalism to restore satisfaction and maintain loyalty to branch.
- Coached staff to improve efficiency and revenue with more effective procedures and approaches.
- Developed International Freight services as part of a National team.
- Managed a large team of staff and drivers for multiple departments, inclusive of customer service, International freight, Same day, freight solutions and major DIDS contract for QLD.
Customer Service Manager
DX Services
02.2000 - 10.2002
- Took ownership of customer issues and followed problems through to resolution.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Supervisor of Operations
IPEC Specialised Services / Jetsroad
04.1994 - 11.2000
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Established positive and effective communication among staff and organization leadership, reducing miscommunications, and missed deadlines.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
Education
High School Diploma -
University High School
Melbourne, VICSkills
- Multi-Unit Operations Management
- Systems Implementations
- Leadership
- Productivity Improvement
- Staff Management
- Customer Relationship Management
- Planning and Implementation
- Cultural Awareness
- Employee Relations
- Team Leadership
- Continuous Improvements
Timeline
Operations Manager
Team Global Express
04.2011 - Current
Branch Service Manager
Toll Group
01.2003 - 03.2011
Customer Service Manager
DX Services
02.2000 - 10.2002
Supervisor of Operations
IPEC Specialised Services / Jetsroad
04.1994 - 11.2000
High School Diploma -
University High School
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