SlideShare utilise les cookies pour améliorer les fonctionnalités et les performances, et également pour vous montrer des publicités pertinentes. Si vous continuez à naviguer sur ce site, vous acceptez l’utilisation de cookies. Consultez nos Conditions d’utilisation et notre Politique de confidentialité.
SlideShare utilise les cookies pour améliorer les fonctionnalités et les performances, et également pour vous montrer des publicités pertinentes. Si vous continuez à naviguer sur ce site, vous acceptez l’utilisation de cookies. Consultez notre Politique de confidentialité et nos Conditions d’utilisation pour en savoir plus.
MAR IO SOMOZ A
620 6 S PAR K AV E UN I T 36 • T UC SON, AR I ZONA 8 570 6
CELL: (520 ) 301- 5077 • EM AI L : SOMOZ AM AR IO 1968@ GM AI L .COM
To develop and advance into a managerial position with increasing challenge and opportunity for continued professional
growth where my extensive and culturally diversified background, proven leadership, customer service skills, abilities and
personal initiative will make a contribution to the company.
October 2015 - Present AutoZone Tucson, AZ
Parts Sales Manager / Assistant Manager / Commercial Parts Specialist
0 Provide customer service by greeting and assisting customers and responding to customer inquiries and complaints.
1 Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services
2 Monitor sales activities to ensure that customers receive satisfactory service and quality goods.
3 Inventory stock and reorder when inventory drops to a specified level.
4 Instruct staff on how to handle difficult and complicated sales.
5 Receive and fill telephone orders for parts, prospect and place cold to attract new accounts and generate sales on
6 Fill customer orders from stock and place orders when requested items are out of stock.
7 Receive payment or obtain credit authorization.
8 Read catalogs, or computer displays to determine replacement part stock numbers and prices.
9 Prepare sales slips or sales contracts, prepare daily, weekly and monthly sales reports.
Nov 2013 - Aug 2015 Arizona Department of Revenue Tucson, AZ
Collections Supervisor II (11/2013 - 05/2014) / Collections Supervisor III (05/2014 - 07/2015) / Collections Manager
(07/2015 - 09/2015)
10 Manage and supervise Field Collections Unit responsible for business tax collections.
11 Hire, train, counsel and implement corrective action plans and disciplinary actions with personnel.
12 Monitor and evaluate employee performance and caseload inventory; implement and administer corrective action
plans; attend to and discuss taxpayer issues and concerns through resolution.
13 Interpret and communicate information and policy concerning management directives and field operations.
14 Prepare comprehensive and detailed status reports; Conferred with management on case findings, training
recommendations, policy clarifications and accurate case resolution.
15 Conduct staff meetings, disseminate information and ensure assignments are completed on a timely and accurate
basis according to established policy and procedures.
16 Review and audit accounts to ensure compliance to Federal and State policies and procedures
17 Authorize liens, levies and asset seizures on delinquent tax payer accounts
18 Negotiate collection of delinquent taxes due by obtaining payment in full and/or setting payment arrangements
May 2005 - Sept 2013 Affordable Rent To Own Tucson, AZ
19 Directs and supervises associates engaged in sales, inventory-taking, reconciling cash receipts, or in performing
services for customers. Ensures weekly schedules are prepared to provide proper floor coverage within fiscal guidelines;
reviews time sheets and other payroll documentation for accuracy and submits as appropriate.
20 Promotes customer service by ensuring associates are greeting and assisting customers; responds to customer
inquiries and complaints in a professional and timely manner.
20 Models sales expectations by utilizing various techniques and communicating product knowledge to the customer;
recommends merchandise selections or helps to locate or obtain merchandise based on customer needs and desires.
21 Maintains a visually appealing store, ensuring proper housekeeping, visual merchandising, and organization are kept to
the highest standard. Trains associates on visual merchandising techniques to ensure store is maintained at all times.
21 Monitors associate sales activities and productivity; acknowledges and communicates performance to associates;
motivates and trains associates to achieve full potential.
22 Performs all financial activities effectively and in accordance with policy including cash handling and reporting, price
changes, and merchandise handling; ensures all register transactions are completed accurately and in accordance with
22 Prepares and oversees physical inventories, ensuring proper accounting of receipts and outflows of merchandise.
23 Manages the general operations of the store ensuring that the store is in working order and adequately supplied to
ensure safe and efficient operations.
24 Ensures compliance with all applicable laws, loss prevention policies, operating procedures and controls; conducts
associate training as needed to reinforce proper controls.
23 Recruits, hires, and develops store associates; prepares and conducts all performance appraisals and evaluations;
interprets Key Performance Indicator reports and delivers coaching as needed.
24 Other duties as assigned/required.Manage day to day of retail store operations. Resolve customer complaints
regarding sales and service and monitor customer preferences to determine focus of sales efforts.
25 Responsible for managing the Direct collections team located in Tucson, AZ
26 Motivate, coach and develop skills within the team and create a high performing organization
27 Responsible for training staff to provide excellence in customer service
28 Analyze aging details and identify root cause issues to drive improvements in the customer experience
29 Proactively research department processes and develop new and improved ways to reduce costs yet increase
30 Manage department workload and support work life balance
31 Work across company boundaries to remove barriers for the team to increase productivity
32 Oversees that aging items are identified, reconciled, and resolved in a timely manner to minimize bad debt expense
33 Monitor agent calls to ensure all "compliance" and excellent customer service is delivered
34 Conduct employee monthly check-in and maintain performance management documentation
35 Provide management with required monthly reports such as, aging's status, team stats, and quarterly bad debt risks
36 Handle escalation calls
37 Demonstrate ability to multitask, prioritize, and manage direct reports
38 Proactively identifies process and/or system issues that drive exceptions, work across company boundaries to
partner with the right to implement change and drive resolution end to end
Nov 2002 - May 2005 SER-Jobs For Progress / Pima County One-Stop Tucson, AZ
Workforce Development Specialist / Job Developer /Youth Intake Specialist / Office Manager / Project Coordinator
39 Providing intake, assessment, enrollment, including comprehensive employment/Service Plan and pre-
employment/job orientation to clients eligible for employment services through Pima County One Stop and the
Matching Grant Programs.
40 Providing both group and one-on-one intense job readiness orientations that provide clients with the basic skills
required to enhance their employability.
41 Developing and cultivating long term relationships with area employers in order to identify appropriate employment
opportunities for clients.
42 Determining specific employment opportunities appropriate to clients and assisting clients in accessing these
opportunities by guiding them through the hiring process.
43 Monitoring job performance, wage level, and employer/employee satisfaction.
44 Assisting clients and employers as necessary with post placement issues and continuing employment needs.
45 Preparing Matching Grant Program vouchers
46 In collaboration with the Coordinator for Education and Learning developing and facilitating trainings in the areas of
financial literacy, vocational training, job preparation, job search, and employee rights;
47 Ensuring timely and accurate compliance with data collection, reporting requirements, and management processes.
48 Supervised clerical staff and ensured client intake and internal office operations ran smoothly.
49 Managed an office of over 40 employees and maintained effective internal and external customer service.
50 Monitored and followed up with various agencies to ensure grant compliance.
51 Met with job developers, educational providers and employers to establish job leads (job development) for adults and
youth for both the employer and participant and monitored job placements on a weekly basis.
52 Provided office performance and grant progress reports to management and contracted partners.
53 Conducted presentations to various One-Stop partners utilizing Access and PowerPoint presentations.
54 Administered training on Career Preparation, Career Exploration, Job Readiness and basic computer classes in both
English and Spanish.
55 Developed and implemented Individual Employment Plans and set short / long-term goals with measurable
objectives for education, training and employment.
56 Developed, maintained and documented contact with employers, instructors and various programs and organizations
and acted as the participant's advocate.
2004 - 2005 Checker Auto Parts (O'Reilly Auto Parts) Tucson, AZ
Customer Service Reprepresentive / Auto Parts Clerk
57 Receive and fill telephone orders for parts.
58 Fill customer orders from stock and place orders when requested items are out of stock.
59 Receive payment or obtain credit authorization.
60 Read catalogs or computer displays to determine replacement part stock numbers and prices.
61 Prepare sales slips or sales contracts.
62 Receive payment by cash, check, credit cards, vouchers, or automatic debits.
63 Issue receipts, refunds, credits, or change due to customers.
64 Assist customers by providing information and resolving their complaints.
65 Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or
optical price scanners.
66 Greet customers entering establishments.
67 Inspect, operate, or test machinery or equipment to diagnose machine malfunctions.
68 Dismantle machines, equipment, or devices to access and remove defective parts, using hoists, cranes, hand tools, or
69 Perform routine maintenance, such as inspecting drives, motors, or belts, checking fluid levels, replacing filters, or
doing other preventive maintenance actions.
70 Diagnose mechanical problems and determine how to correct them, repair manuals, or parts catalogs, as necessary.
71 Test electronic automotive components using tools wrenches, or equipment such as precision measuring instruments
or electrical or electronic testing devices.
July 2000 - May 2002 Arizona Department of Economic Security Tucson, AZ
Local Office Manager -Family Assistance Administration
72 Supervised and managed an office of 28 employees.
73 Implemented new strategies to improve program accuracy by 25%.
74 Reviewed, analyzed and monitored reports, made recommendations to staff and management.
75 Maintained contact with employers, businesses, general public and the community in the provision and the exchange
76 Developed policy and procedures, operational plans, long-range goals and program objectives.
77 Documented employee evaluations and delegated responsibilities accordingly.
78 Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards,
deadlines, and proper procedures, correcting errors or problems.
79 Resolve customer complaints or answer customers' questions regarding policies and procedures.
80 Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or
81 Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor
work activities, or evaluate performance.
82 Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
Aug 1997 - July 2000 Arizona Department of Economic Security Tucson, AZ
Assistant Program Manager - Jobs/WIA Administration
83 Provide technical assistance to issues such as purchasing, contracts, office space & acquisition of office equipment.
84 Managed 55 supervisors and line staff in Southern and Eastern Arizona.
85 Evaluated, implemented and monitored Regional Program objectives.
86 Prepared status reports and comprehensive detailed reports.
87 Interpret and communicate information to staff concerning directive and field operations.
88 Evaluate the work of staff and volunteers to ensure that programs are of appropriate quality and that resources are
89 Provide direct service and support to individuals or clients, such as handling a referral for child advocacy issues,
conducting a needs evaluation, or resolving complaints.
90 Recruit, interview, and hire or sign up volunteers and staff.
91 Establish and maintain relationships with other agencies and organizations in community to meet community needs
and to ensure that services are not duplicated.
92 Establish and oversee administrative procedures to meet objectives set by boards of directors or senior management.
Sept 1994 - Aug 1997 Arizona Department of Economic Security Douglas, AZ
Human Service Unit Supervisor - Jobs/WIA Administration
93 Assign work schedules, following work requirements, to ensure quality and timely delivery of service.
94 Observe and evaluate workers' appearance and performance to ensure quality service and compliance with
95 Train workers in proper operational procedures and functions and explain company policies.
96 Resolve customer complaints regarding worker performance or services rendered.
97 Recruit and hire staff members.
98 Keep records or prepare reports for owner or management concerning visits with clients.
99 Provide information or refer individuals to public or private agencies or community services for assistance.
100 Visit individuals in homes or attend group meetings to provide information on agency services, requirements, or
101 Interview individuals or family members to compile information on social, educational, criminal, institutional, or
102 Submit reports and review reports or problems with superior.
May 1992 - Sept 1994 Arizona Department of Economic Security Willcox, AZ
Public Service Evaluator Unit Supervisor - Family Assistance Administration
Supervised, evaluated & monitored 7 staff for Program compliance.
104 Maintained and exceeded local office timeliness and accuracy goals.
105 Prepared correspondence and comprehensive detailed status reports.
106 Attended meetings with numerous community leaders & organizations.
July 1988 - May 1994 Arizona Department of Economic Security Douglas AZ, & Bisbee, AZ
Family Assistance Administration (held various other positions) Public Service Evaluator I & II, Quality Assurance Specialist
Review and analyze case records for accuracy, quality and timeliness.
Prepared comprehensive status detailed reports and conferred with management on case findings to implement
Supervised, evaluated and monitored staff for Program compliance.
Interviewed clients to make accurate eligibility determinations.
107 Supervise the work of office, administrative, or customer service employees to ensure adherence to quality
standards, deadlines, and proper procedures, correcting errors or problems.
108 Resolve customer complaints or answer customers' questions regarding policies and procedures.
109 Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints
110 Review records or reports pertaining to activities such as production, payroll, or shipping to verify details,
monitor work activities, or evaluate performance.
111 Discuss job performance problems with employees to identify causes and issues and to work on resolving
112 Evaluate the work of staff and volunteers to ensure that programs are of appropriate quality and that resources
are used effectively.
113 Provide direct service and support to individuals or clients, such as handling a referral for child advocacy issues,
conducting a needs evaluation, or resolving complaints.
114 Recruit, interview, and hire or sign up volunteers and staff.
115 Establish and maintain relationships with other agencies and organizations in community to meet community
needs and to ensure that services are not duplicated.
116 Establish and oversee administrative procedures to meet objectives set by boards of directors or senior
117 Counsel individuals, groups or families regarding issues including mental health, poverty, unemployment,
substance abuse, physical abuse, rehabilitation, social adjustment, child care, or medical care.
118 Interview clients individually, in families, or in groups, assessing their situations, capabilities, and problems to
determine what services are required to meet their needs.
119 Maintain case history records and prepare reports.
1986-1988 Cochise College Community College Douglas, AZ
Business Administration and Middle Management
120 Obtained 51 college credit hours towards an AAS degree. GPA 2.58
121 2008 Dale Carnegie & Associates Tucson, AZ
122 Obtained 2.4 Continuing Education Training credit hours for Leadership Training for Managers - 08M001
123 Received the "1994 Outstanding Leadership" award from the Arizona Department of Economic Security
I am an experienced professional bilingual in Spanish with over twenty years in managerial, supervisory, collections and case
management experience in the Retail, Collections, Employment, Eligibility and Human Services fields including in the private
sector. I am a highly skilled and well-qualified expert knowledgeable in personnel and office operations and procedures. Am a
team player with excellent oral and written communication skills; have demonstrated abilities in public relations and customer
contact; able to effectively plan, organize, conduct meetings and trainings; make presentations; skilled in Windows,
Powerpoint, and Excel computer programs. I am proficient in typing, report writing, filing and routine office operations. I
work well with little to no supervision.