Frederick Cortés-Rivera
San Juan,PR
Summary
Results-oriented Service Manager with expertise in service quality assurance and customer relations management. Achieved operational efficiency through crisis resolution and process improvement while ensuring regulatory compliance. Focused on strategic planning, team leadership, and driving customer satisfaction in dynamic environments.
Overview
37
37
years of professional experience
1986
1986
years of post-secondary education
1
1
Certification
Work history
Parts& Service manager
Jaguar / Land Rover
San Juan, PR
2018.02 - 2019.11
- Maintained inventory control, minimising stock shortages.
- Cultivated strong client relationships, securing repeat business.
- Delivered high-quality products, enhancing customer satisfaction.
- Developed accurate sales forecasts for improved strategic planning.
- Coordinated cross-departmental collaboration for improved workflow.
- Managed team dynamics by implementing conflict resolution strategies.
- Enforced safety regulations to reduce workplace accidents.
Service manager
Garaje Isla Verde
Carolina, PR
2004.12 - 2010.12
- Fostered strong relationships with clients through excellent customer service skills.
- Resolved customer complaints to enhance business reputation.
- Developed an efficient workflow to reduce service downtime.
- Implemented cost-saving measures which resulted in significant budget savings without compromising service quality or efficiency.
- Reviewed operational policies to optimise efficiency and effectiveness.
- Maintained a positive work environment through effective conflict resolution strategies among staff.
- Ensured compliance with health and safety regulations at all times, reducing risk of accidents in the workplace.
- Led team meetings to set performance goals and review progress regularly.
- Assessed employee performances regularly, providing constructive feedback.
- Coordinated staff development training to elevate service delivery standards.
Service Director
Royal Motors
San Juan, PR
2002.09 - 2004.12
- Identified service gaps and developed strategic plans to strengthen or expand offerings.
- Spearheaded process improvement initiatives, increasing overall effectiveness of operations.
- Executed change management initiatives for improved organisational performance.
- Built strategic partnerships with key stakeholders that enhanced the company's reputation and reach.
- Conducted market research to identify client needs and tailor services effectively.
- Managed budget allocation to optimise costs while maintaining service quality.
- Fostered a team-oriented environment with clear communication and collaboration.
- Championed employee development programmes to enhance skills and knowledge.
- Coordinated staff training programmes, enhancing customer service skills of the team.
- Oversaw maintenance of organisation's facilities to guarantee compliance with industry regulations.
Chief operations officer
Los Primos Nissan
Carolina, PR
1986.06 - 2000.12
- Guided corporate strategy directions, ensuring alignment with overall business objectives.
- Partnered with senior leadership team to formulate strategic plans that align with organisational goals.
- Implemented process improvement initiatives to support company growth and operational efficiency.
- Streamlined operations by implementing effective standard operating procedures.
- Leveraged technology advancements to modernise business processes, enhancing operational agility.
- Oversaw risk management, minimising business disruptions during critical transitions.
- Established performance metrics to drive quality improvements and customer satisfaction levels.
- Pioneered innovative solutions for overcoming operational bottlenecks and inefficiencies.
- Designed business strategies to acquire short and long-term goals for company.
- Ensured compliance with industry regulations, maintaining company reputation and integrity.
- Represented company in public forums, enhancing brand reputation and visibility.
Assistant Comptroller
Martinez Arias & Company
Bayamon, PR
1982.12 - 1986.06
- Supervised a team of accountants, promoting a collaborative work environment.
- Led team of accountants to meet financial targets.
- Supervised junior accountants, enhancing their accuracy and operational efficiency.
- Supported senior accountants in preparing accurate, up-to-date monthly provisions, accruals and reconciliations.
- Executed daily financial operations with accuracy and efficiency.
- Streamlined operations by implementing efficient workflow management systems.
- Successfully delivered on tasks within tight deadlines.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Demonstrated respect and friendliness to team members.
- Facilitated workshops for participants under professional guidance.
- Created visually appealing product displays; attracted more customers into the store.
- Arranged store layout to improve customer navigation and comfort.
- Assisted in arranging promotional events in-store, enhancing customer engagement.
Education
Bachelor of Business Administration - Accounting
Universidad del Sagrado Corazón
San JuanHigh School Diploma -
Colegio San José
Rio Piedras 1969.08 - 1975.05
Skills
- Service quality assurance
- Customer relations management
- Crisis resolution
- Process Improvement
- Budgeting and forecasting
- Performance monitoring
- Change implementation
- Profession-Specific regulatory knowledge
- Data analysis
- Microsoft Office Suite
- Efficient delegation
- Customer Service
- Regulatory compliance
Languages
English
Upper intermediate
Spanish
Proficient (C2)
Accomplishments
2003 General Motors Mark of Excellence Award recipient for Service management.
2006 Mercedes Benz of North America Pacesetter Award recipient
Certification
Commercial Pilot, Fixed Wing and Rotorcraft Instrument, Certified Flight Instructor.
Certificate of completion for the following trainings:
DOT Hazardous Material Training
Emergency Response
AC 609: Working with MVAC System
Hazard Communication
Hazardous Waste Management
Personal Protective Equipment
Safe Driving
Timeline
Parts& Service manager
Jaguar / Land Rover
2018.02 - 2019.11
Service manager
Garaje Isla Verde
2004.12 - 2010.12
Service Director
Royal Motors
2002.09 - 2004.12
Chief operations officer
Los Primos Nissan
1986.06 - 2000.12
Assistant Comptroller
Martinez Arias & Company
1982.12 - 1986.06
High School Diploma -
Colegio San José
1969.08 - 1975.05
Bachelor of Business Administration - Accounting
Universidad del Sagrado Corazón