Customer Service Manager

D AVIELLE P ANZULLO

**** ****** **** * ***** Ranch, CA 92782 714-***-**** ****************@*****.***

D I R EC TOR OF O PERAT IONS

Maximized Resources Standardized Operations D ramatic Profit Growth

Profit-driven senior operations manager leveraging big-picture perspective to streamline processes,

reduce expenditures and maximize productivity. Delivering detailed analysis to identify areas for

i mprovement and implement effective strategies for implementation. Applying extensive understanding

of return on investments to drive strategic planning and produce measurable bottom-line results.

Core Skills and Knowledge:

Operations Workforce Management Cost Reductions P roductivity Improvements

M anagement

Logistics Management Workflow Optimization Conflict Resolution I nventory Control/Management

Customer Negotiations R isk Management I T Troubleshooting &

Service/Support & Purchasing I ntegration

O PERAT IONS M ANAGEMENT E XPER IENCE

SONY COMPUTER ENTERTA IN MENT AMER ICA (PLAYSTAT ION), CARSON, CA

2008-2011

WAREHOUSE OPERAT IONS MANAGER

Directed organization, inventory control, distribution and reporting for SCEA products in a warehouse

environment. Led a team of managers to drive efficiencies in shipping/receiving, billing, order

f ulfillment, drayage, t ransportation and customer service with a staff of 100 employees and 100-300

temps. Instituted mult iple processes for improved communication among all levels of professionals from

warehouse workers to executive team including defined metrics and reporting to t rack and drive

p roductivity and profitability. Provided hands-on leadership and effective solutions, assuming ultimate

responsibility for all departments.

Quadrupled inventory tu rn f rom a four-day processing time to one, leveraging detailed customer

needs assessments to develop supportive production schedules and increase predictability through

p roactive communication of inbound product and scheduled shipments.

Reduced transportation costs 25% by re-engineering the loading process, optimizing space and

i ncreasing units per t ruckload.

Slashed shipping costs 6o%, saving the company $50M annually by instituting bottom-well rail

t ransportation service, maintaining complete security of products while maximizing savings.

Decreased inventory discrepancies 20% t hrough the implementation of monthly inventory

control processes in compliance with Sarbanes Oxley.

ENVELOP MENTS, I NC., SANTA ANA, CA

2004-2007

GENERAL MANAGER

Managed an organization that grew from 10 to 35 employees in all aspects of operations and revenue

development, including human resources, information technology and facilities maintenance. Reported

d irectly to the CEO and worked closely with the executive team to restructure job duties and appropriate

employee compensation. Developed companywide infrastructure through the creation of employee

t raining, performance and incentive programs, desktop standard operating procedures (SOP) and

continuous process improvements to support significant growth in production and revenue.

D AVIE L LE P ANZUL LO

P age 2

I ncreased revenue from $2M to $12M annually, and reduced production time by 75% by

i dentifying deficiencies in production capacity. Negotiated, purchased and installed industry-

specific equipment thereby r educing order fulfillment processes from a 7-day delivery

schedule to 1 day, and adding increased revenue from ground shipments (up-charge).

Created and incorporated a Just-I n-Time (J IT) inventory management system t o reduce on-

hand inventory units, inventory related costs, contributing to increased productivity.

Reduced warehouse processing errors 86% a nd customer service er rors 92.5% through t he

design and roll-out of a creative employee incentive program, and saved the company $38,800 in

f raudulent payroll expenses by installing a biometric time clock and payroll software at zero

cost to the company.

Conducted due diligence and collaborated with cross-functional groups including architects,

builders and designers to lead the buildout of a new facility and successfully relocate the entire

organization. Managed multiple priorities simultaneously and completed all projects within strict

deadlines.

TOSH IBA AMER ICAN BUSINESS SOLUT IONS, I RV I NE, CA

1998-2004

OPERAT IONS MANAGER

H i red, t rained and motivated a team of 30 employees including administrative, operations and billing

p rofessionals in aftermarket support, including asset management, service billing, post-sales

adjustments, accounting, logistics, material control and order processing for the most profitable division

t hroughout the company. Drove detailed client account database management processes, ensuring data

accuracy and top-tier customer service in support of new product launches and fulfillment of corporate

contracts.

Significantly reduced overhead expenditures, increased productivity and added $49M in

bottom-line profit and asset base growth of 20% annually t hrough the hands-on

i mplementation of a copier client service and maintenance billing program including the technical

i nstallation of an In teractive Voice Response (IVR) system to automate meter reading collections.

Led companywide Enterp rise Resource Planning (ERP) conversion i ncluding defining

detailed user requirements and managing project to completion within timeline and budget goals.

Managed the cross-continental relocation of the National Parts Department, identifying

and integrating improved processes to drive maximum productivity in the new facility, enabling a

s taff reduction of 88.5%.

Reduced loss of productivity during power outages 60%, co-developing and instituting an

effective IT backup system for emergency situations.

P ROFESSIONAL D EVELOPMENT

MASTER OF ARTS, ORGAN IZAT IONAL MANAGEMENT

University Of Phoenix, Fountain Valley, CA

BACHELOR OF ARTS

Arizona State University, Tempe, AZ

Member, APICS

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