Manager Customer Service
Resume:
CLARA NAPOLITANO
Las Vegas, NV 89123
abibql@r.postjobfree.com Cell:
PROFESSIONAL SUMMARY
Well rounded business professional with a proven performance track record
across multiple industries. Results-oriented management style in small &
large organizations. Established team leader capable of delivering strong
operational results, while also helping set long-term strategic vision.
Strong cross-functional experience with heavy expertise in operations and
customer satisfaction.
- Strategic & Business Planning - Human
Resources/Benefits
- Operations Management - Customer Service &
Call Ctr Mgr
- Project Planning, Development & Execution - Process &
Operational Improvement
- Project Management - Training
PROFESSIONAL EXPERIENCE
CALVADA FLOORING SERVICES
General Manager 2007 to 2010
Recruited from Chicago to develop a union flooring subcontractor company.
. Developed submittal tracking, contract review procedure and facilitate
weekly work in progress meetings for job cost and project progress review.
Office and jobsite safety manager. OSHA 30 Certified & LEEDS Certified.
Accomplishments
. Created workflows, policies and procedures and identified areas for
efficiency and process improvement
. Developed & Implemented Training Program for Project Managers
. Developed contract language review & construction document protocol
. Established a relationship with Bricklayers and Carpenters Unions
. Trained over 300 construction employees in obtaining OSHA 10
Certificate
. Managed construction specification and submittal process
MR. DAVID'S CARPET SERVICE
Director of Operations 2004 - 2007
Manage the day to day operations of a $65M flooring subcontractor at five
locations, conducting business across the country and internationally.
Oversee job scheduling, warehouse, delivery, billing and collection
departments
Accomplishments
. Sales increased from $35M to $65M in the 2.5 years due to my focus on
operations allowing the principals to concentrate on acquisitions and
new customer partnerships/sales
. Integrated 5 offices by standardizing policy & procedures
. Increased monthly cash flow 25% by training on billing & collection
practices
. Developed electronic scheduling system
. Created training program & manual for all new hires
DUPONT FLOORING SYSTEMS
Regional Operations Manager 2000 - 2004
Manage the daily operations of a local $20M commercial flooring business.
Regional focus on process improvement and training operations staff on best
practices for 15 locations
Accomplishments
. Managed daily operations to allow Branch Manager to achieve sales
goals
. Assisted Sr. VP of OPS in regional role, re: budgets, projects for
$180M business covering 15 locations
. Developed and implemented standard operating procedures to standardize
operations and promote efficiency for a $20M facility
. Served on 3 Six Sigma Task Forces, resulting in documented cost
savings to the company
DICKSON COMPANY
Customer Service Manager/Process Improvement Facilitator 1999 - 2000
Accomplishments
. Reduced call center abandonment rate from 15% to 1.5%
. Developed up-sell program for inbound sales calls
. Re-designed Accounts Payable structure from 30 days to 10 days
. Reduced A/R from 1.2M to 400K in 4 months, increasing company cash
flow
. Designed training curriculum and implemented policy & procedures for
standardization
UNITED HEALTH CARE OF ILLINOIS, INC.
Physician Network Credentialing Manager 1994 - 1999
. Developed, implemented & monitored policy & procedures to meet NCQA &
JCAHO compliance
. Successfully prepared health plan for NCQA & JCAHO accreditation
. Participated in the Standardization of Physician Application Task
Force
. Successful audits of health plan by Medicare & Medicaid
Physician Recruiter/Contract Negotiator 1985 - 1994
. Contracted with over 400 specialty physicians annually throughout the
Chicagoland and Indiana area
. Benefit design of PPO physician network
. Contract implementation
EDUCATION & TRAINING
William Rainey Harper College Palatine, IL 1986 -
1988
Wexford Collegiate Institute Toronto, Canada 1976 -
1980
Process Improvement/QA Facilitator Chicago, IL 1999
Green Belt Participant DesPlaines, IL 2003
Project Management Las Vegas, NV 2010
OSHA LEEDS Certified Las Vegas, NV 2010
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