Customer Service Manager

M ARC D RAGONE * Redding Place ~ Towaco, NJ *****

http://www.linkedin.com/in/marcdragone 973-***-**** ~ ****.*******@*****.***

Qualifications for D I R E C T OR /E XE C U T I V E - L E V E L M AN A GE M E N T

Equipped with over ten years of experience driving productivity, product development/launch, process

improvement, startup operations, change management, and cost savings across diverse industries, including an

extensive background within the healthcare, medical device, and manufacturing sector.

Hands-on and detail-oriented professional with outstanding problem solving, decision making,

entrepreneurial abilities as well as works well under pressure and within dynamic, challenging environments.

Combines a unique blend of customer service, relationship building (all levels), and leadership skills with

extensive technical knowledge.

Solutions-focused and analytical leader who is adept at implementing Lean Manufacturing methodologies

and best practices; and building, leading, and empowering teams to succeed; and aligning

production/operational goals with strategic business objectives.

C O RE C OM P E T E N C I E S

Operations Management Facility Management Budget/Cost Control Supply Chain Management

P&L Responsibility Training & Development Purchasing Logistics Quality Control Mentoring

Project Management Policy/Procedure Development Turnaround Management CAD/CAM Technologies

K E Y A CC OM PL I S HM E N T S

Saved investors $4 million annually by orchestrating a product line turnaround: spearheaded a

comprehensive technology change over that saved $1.4 million as well as increased profit margins by

from 22% to 60% in 12 months with a 6-month ROI and subsequent annual savings of $4 million.

Built a top-performing managerial staff as well as transformed a 125-workforce of unskilled

employees, for 21 different countries, into certified technicians by utilizing outstanding team building and

training/development.

Significantly reduced production turnaround time by 45% after implementing Lean Manufacturing

practices and methodologies.

Consistently delivered implementation projects on time and up to specifications by effectively

coordinating with the company’s various business units, third-party manufacturers, and R&D group.

Ensured the consistent supply of critical materials through effective supplier management raw and

packaging materials sourcing.

Led the startup and development of a Corporate Call Center. Built the customer service, technical

support, and customer care departments. Established operating protocols and Customer First standards.

Trained and developed call center representatives, managers, and the director of customer services.

Oversaw the conception, R&D, and final launch of a new product line, OrthoCAD iQ, within a

challenging fabrication environment.

Grew bar sales from $2,000 to $12,000 per week through innovative promotions collaborated and

negotiated with vendors to participate in business development and marketing activities. Cut shrinkage

from 6% to less than 1% in less than a 12-month period.

P R O FE S S I O N A L H I S T OR Y

CADENT INC. (Carlstadt, NJ) 1999-2009

Director–Production, 2008-2009

Provided overall leadership to the company’s production, operations, call center and supply chain functions

including [8] managers and [150] employees. Managed and prepared a $8-million operating budget and a

$1.2-million annual purchasing budget. Assessed multiple product lines for cross-training, consolidations, and

cost savings. Implemented continuous process improvements, new technologies, and best practices.

Performed analysis on $20 million in annual sales.

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M ARC D RAGONE

http://www.linkedin.com/in/marcdragone 973-***-**** ~ ****.*******@*****.***

P R O FE S S I O N A L H I S T OR Y

CADENT INC. (Carlstadt, NJ) Continued

Production Manager/Project Manager, 2001-2008

Directed 4 managers and 125 employees as well as a $4.5-million annual budget. Oversaw material planning,

support materials management, logistics, call center and supply chain operations. Conducted research, led

development, and implemented new product lines; created documentation for all manufacturing and quality

control procedures. Collaborated with R&D on software, hardware, and automation development. Provided

staff training and development.

Customer Service & Technical Support Manager, 1999-2001

Coordinated technical support services; provided technical assistance and training to the user base.

Troubleshot and resolved software/hardware issues. Responded to and addressed client questions that

involved the use of the company’s proprietary software.

CHARLIE BROWN’S STEAKHOUSE (Washington Township, NJ) 1996-1999

Senior Restaurant Manager, 1996-1999 / MIS Technical Support, 1998-1999

Provided training to new hires (management and employees), involving the company’s policies/procedures, as

well as oversaw vendor relations, ordering, payroll, quality control, hiring, and scheduling. Interfaced with

management, staff, and customers. Concurrently provided MIS technical support.

Previously, employed as a manager at GSP Lock & Key Shop.

E DU CAT I O N

B.S. in Business Administration, Montclair State University (Montclair, NJ)

A.S. in Hotel & Restaurant Management, Bergen Community College (Paramus, NJ)

Certification in Computer Technical Support, The CHUBB Institute (Parsippany, NJ)

Principles of Lean Manufacturing, New Jersey Manufacturing Extension Program Inc.–NJMEP

Six Sigma Greenbelt Certification, Rutgers University

Technical Proficiencies: Microsoft Excel, Word, PowerPoint, Visio, Project; UPS Worldship; SAP

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