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Customer Service Project Manager

Rutland, VT
October 16, 2013

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Robert J. Petrini ** Center Street . Proctor, Vermont 05765





Facilitation . Operations . Project Management . Strategic Planning . P&L .

Budgeting & Financials . Process Development / Reengineering .

Distribution/Logistics . Cost Reduction . Hiring Practices . Staff

Development & Supervision . Systems Analysis and Theory . Technology

Solutions . Facilities Management . Safety . Compliance . Troubleshooting .

Customer Service

Forward-thinking, analytical, creative senior management professional with

a consistent record of success meeting and exceeding challenging, high-

volume goals in complex environments. Effective in working across

organizations to identify requirements and formulate cost-effective

solutions. Articulate, persuasive and innovative communicator with

established credibility and personal integrity that leaves lasting

impressions with clients and staff. Acknowledged as a natural leader and

superior relationship builder; a highly competitive self-starter with

exceptional motivational skills. An effective troubleshooter and customer

service provider.



Bachelor of Science in Finance and management 1998

College of St. Joseph Rutland, Vermont

Attended 2 Years 1985

Pace University New York City, New York



Certified Practitioner and Coach for Leadership Training, Organizational

Development and Strategic Planning

The Human Element - Certified Trainer/Coach - Based in Firo and Systems


Certified Neuro-Linguistic Programming Practitioner (NLP)

Yellow Wood Associates - You Get What You Measure Systems Theory and

Application, Process to Measurement - Certified Trainer

Infancy and Early Childhood Training Basic Course on the DIR/Floortime

Model Certification

Fluent in the practice of Lean Processing (Kiazen/Six-Sigma), and Balance

Scorecard Strategic Planning

Proficient in all Microsoft Applications and well versed in managing ERP

systems (SAP), WMS, CMS, POS systems as well as fluent in and supportive of





ECKERD CHILREN AND fAMILy services Rutland, Vermont

Working with individuals and families whose children are in state custody

or at-risk of coming onto custody providing support, resources and

facilitation towards reunification. Conducting family and group

facilitation, i.e. Family Safety Planning Meetings, Family Group

Conferences, Restorative Group Conferences and family and individual

strategic planning.

Training Development Facilitator / Early Developmental Educator 2010 -


Rutland County Parent Child Center Rutland, Vermont

Providing developmental educational services for children ages 0 to 3

years, parent education and support, staff training and development, and

community based parent education classes rooted in behavioral science and

communication. Development and Trainings include individuals within Early

Childhood Education, Family Infant Toddler Program, Even Start, Learning

Together and Healthy Babies.

Facilitator / Program Coordinator 2008 -

Yellow Wood associates, inc. St. Albans, Vermont

Contractor with Yellow Wood Associates to expand and coordinate the You Get

What You Measure education and training program. You Get What You Measure

is a powerful planning and evaluation tool that recognizes the importance

of values in group work, incorporates systems thinking, and creates a

culture of group learning. Work with rural community residents and

leaders, non-profit organizations, local, state, and federal governments,

and foundations to maximize their potential through organizational

development, workshops pertaining to individual and group performance,

customer service, strategic planning and process improvements.

Facilitator / Coach / Project Manager 2007 -

I-Team Development Proctor, Vermont

I - Team gives individuals, businesses and other team-centered

organizations the tools they need to increase performance and bottom line


< Project Management in operations, systems and organizational


< Builds high performance teams through organizational structure and


< Streamlines processes and increase productivity through the use of lean

processing and communication.

< Builds sustainability into organizations starting with Strategic


< Goal Setting and Measurement Application through Systems Theory

Process and Analysis

< Personal Coach and Mentor

< Provide Behavioral and Communication Development Workshops

< Develops Team Players & Leaders Amoung our Youth

Director of Distribution and Facilities Management 1997 - 2007

The Vermont Country Store North Clarendon, Vermont

< Oversee all Distribution/Fulfillment and operational functions for a

$100 million dollar company and management of the building and

maintenance for all VCS locations. Member of the VCS Senior Management

team responsible for pushing forward the growth and sustainability of

the Company by ensuring that VCS meets or exceeds financial and

organizational goals. (I can provide supporting documentation and

details for each of the following areas, upon request)

< Provided the analytical and process skills needed for successful

customer service transactions, i.e.: order volumes and curves via each

channel, as well as efficient and cost-effective production and

scheduling. Created several applications and process to ensure

efficiency, customer service and quality.

< Project Management, Evaluation, selection and implementation of

technology, systems and processes, provided project management for

RFP's and projects related to operations and facilities.

< Foster an environment that supports and contributes to ones personal

growth and development through open communication, mentoring and

leadership programs, this included succession planning, staff

development and leadership training and mentoring.

< Company-wide: Actively contributing to the development of and assisting

in the execution of the company's Strategic Plan.

< Negotiate all logistical contracts, creating partnerships and utilizing

cross-functionality between multiple carriers. Introduce cost

strategies that have both decreased TNT and costs.

District Manager / Consultant 1992 - 1997

Fitz Vogt Walpole, New Hampshire

Responsible for multiple institutional food services; worked as

District Manager in accounts located throughout New England; and consulted

with the State of Vermont in all of their prison systems, nursing homes

and institutions as well as their camps and parks.

General Manager Food and Beverage 1985 - 1992

Buena Tavern*Back Home Caf *Holiday Inn of Rutland

Primary responsibilities included the management of the food and

beverage services for a restaurant, bar and catering facility. Duties

included all processing, scheduling and staffing.



Husband ( Father ( Coach ( Runner ( Mountain Biker ( Director and Coach of

Lacrosse Organization

( Fitness Coach ( Active Community Member ( Children and Family Services

Non-Profit Involvement




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