Customer Service Quality Assurance

JOSEPH A. PISCITELLO

*** ****** *** / *********, ** 43004

614-***-**** / ablosv@r.postjobfree.com

OPERATIONS SPECIALIST

Multi-Facility Financial Management

Accomplished Operations Manager with a strong foundation in financial management (budget forecasting, AP/AR and auditing) for multi-

locations. Proven accomplishments in:

8+ years management role with finances of business to exceed $1.75 million per unit.

Tracked millions in inventory: maintained inventory counts and reduced overstocks/write-offs.

Developed comprehensive training plan that outlined exact path for individuals to achieve career goals.

Promoted 15 associates to positions of increased responsibilities.

Improved customer service scores from 64% to 94%.

Operational Strengths Include:

Inventory Management Project Management Employee Engagement

Training & Development Quality Control Strategic Planning

Risk Management Multi-Facility Management Public Relations

Client Relationships Process Improvement Supervision

Financial Strengths Include:

Cash Flow Analysis Food & Labor Costing Auditing

Vendor Management Accounts Payable GAAP

Budget Forecasting Accounts Receivable Multi-Unit Finance

Masters of Business Administration – Management / The University of Phoenix

Bachelor of Arts – Economics / The Ohio State University

Doctorate of Business Administration-specialization in Leadership / Walden University

Accounting Certifications (Harvard University Mentorship & Design):

Budget Preparation & Management Vendor – Accounts Receivables Finance Essentials

Global Finance Vendor Approval Process Sticking to Budget

Invoicing Risk Management US Patriot Act

Additional Certifications:

Management & Coaching Harassment Prevention Managing Difficult

Capitalizing on Change Innovation & Creativity Interaction

HR Management Implementing Strategy Succession Planning &

Team Leadership/ Business Decisions Goals

Motivation Presentation Creation Persuasion & Negotiation

Advanced knowledge of PeopleSoft and MS Office applications, including Excel, Word, and Outlook.

OPERATIONS MANAGER

Marriott International / Columbus, OH / 2004 - Present

Manage day-to-day operation and finance functions for 2 locations with $3 million budget, 5 direct and 250

indirect reports.

Accomplishments:

Recipient of Hotel of the Quarter, Winter 2004 and Fall 2005.

Improved outside auditing scores from 60% to 80% within 6-months.

Substantially improved kitchen operations by enforcing policies and procedures. Outcome: increased

profit, productivity, and associate scores (Guest Satisfaction and Associate Opinion Survey).

Developed front desk checklist that was adopted region-wide.

Designed professional display unit that is currently used in all meeting rooms throughout nation.

Progressively advanced through organization (Operations Specialist, Front Desk Supervisor and

Guest Care Supervisor) through chain (Courtyard by Marriott, Residence Inn by Marriott, The

Columbus Renaissance Hotel, SprongHill Suites by Marriott, TownePlace Suites by Marriott).

LOAN OFFICER / Acc-U-Rate Mortgage Company / Toledo, OH / 2002 - 2004

Processed and closed loan applications for refinance/new home loans and second mortgages/home equity

loans. Prepared weekly activity reports. Established and maintained strong customer relations. Prospected

and maintained existing accounts. Supervised 2 associates. Closed on $1.5 million in loans.

SALES MERCHANDISER / The Central Beverage Company / Columbus, OH / 2000 - 2002

Worked closely with sales representatives on product promotions. Oversaw inventory merchandising,

decorating point of sales, building displays, and quality assurance. Awarded highest profile routes: Dublin,

Worthington, and Delaware. Promoted within 3 months due to outstanding performance. Received 95%

on 2 audits.

MANAGER / Four Kegs Bar & Grille - Panini’s Bar & Grille / Columbus, OH / 1998 - 2002

Managed $5 million restaurant. Oversaw daily operations. Responsible for hiring and training of new

associates, quality assurance, vendor management, customer service, scheduling, human resources, and

AP/AR. Supervised 50 individuals. Spearheaded employee-training program contributing to qualified to

reduction of employee turnover.

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