Customer Service Project Manager
Resume:
Robert J. Petrini ** Center Street . Proctor, Vermont 05765
( **********@*****.***
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PERFORMANCE SENIOR MANAGEMENT PROFESSIONAL
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.
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LEARNING CREDENTIALS
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
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CERTIFICATES & LICENSES
Certified Practitioner and Coach for Leadership Training, Organizational
Development and Strategic Planning
The Human Element - Certified Trainer/Coach - Based in Firo and Systems
Theory
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
technology.
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CAREER TRACK
FAMILY SUPPORT SPECIALIST/ GROUP Facilitator 2012 -
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 -
2012
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.
www.yellowwood.org
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
results.
< Project Management in operations, systems and organizational
development
< Builds high performance teams through organizational structure and
implementation
< Streamlines processes and increase productivity through the use of lean
processing and communication.
< Builds sustainability into organizations starting with Strategic
initiatives.
< 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.
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INTERESTS & ACTIVITIES
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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REFERENCES And further data PROVIDED UPON
ESTABLISHMENT OF MUTUAL INTEREST
Contact this candidate