Customer Service Sales
Resume:
Charles T. Chojnacki
Street
Buffalo NY, 14207
**************@*****.***
Career Objective: To continue my career in an upper operational
management capacity.
Employment:
Independent Small Business Consultant /Trainer 2010-Present
Catholic Health Systems 2008-
2012
Supervisor
KTS Management, Inc. 2003-
2008
Senior Manager
SMC Management, Inc. 1999-
2003
Owner/Sole Proprietor
A.N. Derringer, Inc. 1994-1999
Sr. Sales Representative
Education:
Full Sail University
Masters Educational and Media Technology
SUNY Empire State College
Bachelors Business and Economics
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Qualifications:
Management : Copious amounts of management expertise overseeing up to 65
i ndividuals including technical professionals, administrative, hourly, sub-contract
and volunteer personnel in both a union and non-union environment. My
management philosophy concentrates on thoroughly t raining individuals and then
macro-managing performance. If necessary, a hands-on approach is initiated to
i mprove individual productivity.
T raining/Presentations: Conceptualized, designed and implemented numerous
t raining programs to as many as 75 participants utilizing both one-on-one and group
methodologies. The topics covered job duties, safety, quality, customer service, sales,
computer systems, product knowledge, import/export protocol, mandatory
governmental regulations and policy and procedures. The focus is to deliver the
i nformation in a user-friendly fashion using power point and other ancillary
audio/visual materials along with handouts/brochures to aide in the retention of
i nformation.
Time Management/Prioritization : A dept at prioritizing and multi-tasking the
scheduling of tasks involving operations, employee and client issues, and general
reporting to ensure that daily, weekly and monthly objectives are met. Skilled in
adjusting to “ASAP” situations to react and satisfy the need, while making sure the
overall goals are fulfilled.
Project Management : Superior project management expertise including
operational, organizational, program, system installments/enhancements and
n umerous other special organizational needs as they developed. The philosophy
works using a backward forward approach, which visualizes the end product first,
i dentifies the needed components and then action is ini tiated to bring about
successful completion.
Strategic Planning : E nacted both long and short term planning for overall
business strategy. Information assembled included financial projections, cash f low
analysis, needs assessments, procedures, demographics, competition, marketing
efforts, etc. Goals included but were not limited to removing redundancies,
p rioritizing needs, determining priorities, protocol and product and service lines.
Budgeting : E xtensively experienced in the development of operating budgets up to
$500,000.00 in magnitude. I have actively managed data of historical t rends,
seasonality and projections. Wide-ranging experience of developing proforma
s tatements up to 3 years in duration. Responsible for proactively managing profit
and loss, cash f low, accounts receivable, revenues and expenses to ensure that actual
results were in line with what was anticipated. Skilled in analyzing and explaining
variances and, as necessary, initiating corrective action.
M arketing/Advertising : E xperience in utilization of marketing strategies such as
market t rending and demographic studies to int roduce sales, coupons, new products
or eliminate non-performing lines. Managed advertising endeavors for the
organization, which included campaign themes and selection of appropriate media.
T he utilization of print, social networking websites, television and radio were
i ncorporated and monitored to assess the rate of return. Created flyers, brochures
and business cards to increase corporate visibility in the community to enhance
sales and to create common positive goals within the corporation among employees.
Inventory Control : I nventory control management of approximately 7000-10,000
s tocked SKU’s utilizing both just in time and fi rst-in, first-out methodologies.
Responsible for managing the sourcing, management and delivery of needed product
to meet customers’ needs. The focus throughout was to maintain availabili ty while
managing cash f low. Established t racking to eliminate paperwork errors and theft.
Computer Literate : Computer li terate in MS Office, Word, Excel, Publisher, Power
Point, Outlook. Experience with many Mac applications including iWeb, iPhoto,
i Movie, Pages. Other software includes M ind Mapping software, Adobe Suite,
Google and a variety of custom software packages. Involved in numerous rollouts of
new and upgrading system packages, which included de-bugging, testing,
f inalization and then ultimately staff t raining.
Purchasing/Vender Relations: E xperienced in establishing contracts, payments
and terms with a variety of companies to ensure quality and cost effective methods
of purchasing product for end user consumption. Purchasing of products, supplies,
capital equipment, t ransportation, sub-contract employees, advertising and
p romotional i tems. Vender selection is based on availability, price, quality, company
size, past performance and terms.
Negotiation : Copious amounts of contract negotiation and finalization experience
i nvolving employment agreements, union and non union, real estate, vehicles,
capital equipment, lease agreements, franchise agreements, consumable and hard
goods, t ransportation, leveraging t ruck, air and ocean freight and sub-contracted
services.
Sales: Comprehensive sales performance on an individual and sales management
level of both tangible and intangible products and services. Sales turn-around
specialist to improve the performance of entities quickly by implementing change,
t he changes utilized weekly sales meetings, creation of scripts, implementation of
campaign promotions, active business-to-business sales through visitation of clients,
and t raining personnel to diligently analyze the needs of walk-in clients.
Human Resource : Recruitment, interviewing, selection, hir ing, evaluation and
termination of employee. The focus is to match skills with job duties/responsibilities
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and to ensure personality fits the corporate culture. The emphasis has aided
retention ratios of personnel.
Conflict Resolution : A dept at utilizing creative problem solving techniques to
eliminate issues or improve productivity. The process is facilitation, t raining others
on usage, identifying/clarification of challenges, convergence and divergence of ideas,
and the development of new products, processes and assessments.
Customer Service : E xtensive management of customer service departments. This
has included the identification of problems before customer awareness and pro-
actively solving the issue. Managed all incoming issues in a hands-on fashion with
an emphasis on t raining employees to listen to all customer concerns and quickly
b ringing about resolution to their satisfaction while keeping the company’s objectives
i n mind.
Policy and Procedures: I nvolved in the development and or corporate driven
policy and procedures ini tiatives, which include implementation, management and
adherence to them. The topics have covered job duties, human resource protocol,
quality, customer service, sales, t raining protocol, safety and inventory control.
T hese operational policies were put into effect to improve productivity, loss control
and efficiencies, which directly effected profits.
Communication : E ffective communication skills enable me to relate to individuals
a t all levels. I am talented in working with customers and employees to achieve the
desired end results through planning and organization.
Loss Control : E xtensive experience in reducing cost and losses through changes in
p rocess, negotiation of contracts, inventory control and by creating efficiencies in
t ime and production as well as implemented t racking to reduce theft and paperwork
e rrors. Leveraged segregation of duties, auditing procedures and security systems.
Cash Management : E xpertise includes but not limi ted to profit and loss
s tatements, accounts payable, accounts receivable, payroll, accepting and allocation
of payments, preparing bank deposits, reconciliation of bank statements, auditing
cash drawers, researching any discrepancies and establishing cash handling policies.
Shipping & Receiving/ Import & Export : E xpertise includes determining the
best method of t ransportation, (air, ocean, rail and t ruck); while leveraging
constraints for cost and t ime. Responsible for negotiating insurance and developing
vender relationships. Implemented t racking procedures to eliminate losses due to
paperwork errors and theft. Import/ Export experience includes implementation of
t he US Harmonized Tariff classifications to assess proper duty charges based on
material types and usage of produce.
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