Customer Service Management
Resume:
Thomas J. Pero, MBA
Harleysville, PA 19438
Home: 215-***-****
Cell: 215-***-****
mailto:*****@*******.***
Mission Statement
Utilize my Operations expertise in a role that provides opportunity to contribute to an organization’s success, profitability,
and market position.
Career Snapshot
Experienced Operations Management Professional with more than 20 years experience
Continual career progression in Health Care, Service, and Manufacturing Industries
Six Sigma, Project Management, Process Improvement, Logistics, Real Estate, Sales Support, and Manufacturing
Successful as an Individual Contributor, Team Leader, and Manager
Thomas J. Pero, MBA
516 Apple Lane
Harleysville, PA 19438
Home: 215-***-****
Cell: 215-***-****
mailto:*****@*******.***
Industry Experience
Gained valuable experience transitioning through manufacturing, service, and health care industries
Computer Skills
Word, Excel, PowerPoint, Access, Outlook, MapPoint, Minitab, COGNOS, Kronos
Six Sigma Training
Trained at IKON Office Solutions by The Six Sigma Academy and at Quest Diagnostics.
Operations, Six Sigma, and Project Management Professional
Offering a broad experience developed over 20 years in health care, service, and manufacturing industries and
specialized skill set of leadership of operational excellence.
Core Competencies
• Six Sigma Master Black • Vendor Management • Health care
Belt • Lease Negotiation • Patient Services
• Logistics • Budgeting/Forecasting • Customer Service
• Project Management • Outsourcing Center Management
• Corporate Restructuring Agreements • Manufacturing
• Downsizing • Client Management • Aerospace, Mil Spec,
• Organization Start Up • Analytics and Federal
• Results Orientation • Data Driven Decision • Real Estate
• Matrix Management Making • Sales Support
• Staff Development • Management and • Flight Operations
Mentorship of Black
Belts
Career Achievements
Quest Diagnostics Incorporated
Manufacturing Engineer, 1988 – 1991
Collegeville, PA Hamilton Standard, Tele Dynamics Division
Managed, mentored, and
challenged team of Black
Belts and led cross
functional teams to drive
productivity and
efficiency improvements
to meet corporate goals.
Developed strategic plan,
forecast model, and
implemented productivity
and financial
performance metrics.
Deployed focused
training to field
operations and led
change management.
Identified opportunities to
optimize company
assets, increase patient
volume, and profitability.
Compiled best practices
and instituted web based
availability.
• Automated Patient
Service Center staff
scheduling through
leadership of the
Workforce
Management System
Project, leading team
of Field Operations,
IT, HR, and Kronos
resources
• Drove an increase
of over 10% in
productivity of
phlebotomy staff
resulting in annual
savings of more
than $3M
• Identified
underserved markets
using Buxton Scout,
demographic data,
and analysis
• Migrated over 10,000
specimen volume per
day from two closing
labs using field
logistics, contracted
ground, and air
services facilitating
savings of over $5M
and exceeding
feasibility study plan
in both arrival time
and cost
• Delivered Future
State BU and lab
consolidation
analysis on
demanding schedule
incorporating input
from field operations,
flight operations, and
external sources
• Targeted $2.4M in
savings and
improved customer
service by identifying
and developing
Dispatch
Consolidation
analysis and plan
• Responsible for
Employer Solutions
Logistics network
ensuring daily
movement of
specimens to testing
labs
IKON Office Solutions
Malvern, PA
Led project team from
conception through
realization of startup
organization including
needs analysis, systems
integration, business
continuity planning, and
staffing. Identified and
implemented strategies to
improve service reliability.
Built economies of scale
to increase purchasing
power. Directly managed
team of field project
managers. Fostered
strategic professional and
service relationships with
outsourced providers.
Established $3.4M
•
Customer Service
Center that
consolidated call
center operations,
dispatch, IT, and
accounting functions
resulting in reduction
of headcount,
elimination of
redundant operations,
and improved
customer relations
Secured $400K cost
•
savings through
allocation of delivery
fleet and reduction of
new leases
Captured over $200K
•
in annual cost
reductions by
implementation of
reverse logistics
equipment return and
reconciliation of third
party leases
Responsible for region
•
$5.5M, 75 site Real
Estate portfolio
including site
selection, lease
negotiation, project
funding, construction,
and ongoing property
management
Centralized
•
warehouse operations
implementing plan that
reduced square foot
requirement by over
50%, and improved
product flow and
inventory control.
General Electric
Company /
Lockheed
Martin
Corporation
East Windsor, NJ
• Re engineered
contracted service
agreements and project
authorization process
to achieve $1M in cost
reductions, and
improved time and
quality performance
• Managed multiple
projects up to $2.4 M,
including planning,
controlling of budgets,
establishing staffing
requirements, and
administration
• Contract Manager for
multiple service
contracts with annual
values of $150K with
responsibilities of
establishing
performance
specifications,
preparing detailed
request for proposals,
evaluating, and
invoicing
• Directly managed and
mentored junior level
and cooperative
student staff
United Technologies
Corporation
Fort Washington, PA
Achieved continual responsibility growth in a TQM environment, developing strong communication skills within a challenging
•
union environment
Education
Temple University, Philadelphia, PA
Masters of Business Administration, December, 1993
Management Science / Operations Management
The Pennsylvania State University, University Park, PA
Bachelor of Science, December, 1987
Mechanical Engineering
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