Customer Service Manager

Annette Patierno

*** **** ******

Ottawa, Illinois 61350

Telephone: 708-***-****

E-mail: *******.********@*****.***

Dear Hiring Executive:

I am interested in exploring the possibility of joining your organization. Please find my resume enclosed;

it will furnish you with information relative to my professional experience, accomplishments and abilities.

References and any additional information you require are available at your request.

As my resume indicates, I have extensive and diverse experience in senior operations, administration,

accounting, finance and manufacturing/distribution production management. Throughout my career, I

have developed a consistent record of success in all areas of strategic operational, budget, capital and

asset planning, as well as expertise in creating and implementing procedures to reduce costs, refine

internal manufacturing operations and reduce labor.

My experience includes developing and managing operational budgets and successfully implementing

measures to support and enhance sales and customer service, increase efficiencies, reduce operating

expenses and improve safety. I have recruited and developed effective teams of employees with the

highest standards for productivity, accuracy and safety. I successfully set the tone through my dynamic

leadership philosophy and base my successes on mutual respect and open lines of communication.

I realize, of course, this brief summary could not tell you all of the benefits I can offer your organization,

therefore, I would greatly appreciate the opportunity to speak with you personally. Thank you for your

time and consideration. I look forward to hearing from you in the near future.

Sincerely,

Annette Patierno

Annette Patierno

Enclosure

OVERVIEW: Results proven operations management professional combining more than 10 years of experience

in leading corporate administration, accounting, finance and manufacturing/distribution

operations. Early career in general accounting and finance for a small CPA firm.

SUMMARY: Extensive leadership experience in plant, business and corporate operations: HR,

accounting, finance, contracts, customer service, purchasing, pricing, vendor management, supply

chain, master & production scheduling, quality assurance, compliance, etc.

Possess strong management skills to assess projects, oversee employees, monitor quality,

review processes and meet budget goals. Highly-organized and detail-oriented to respond to the

changing needs of daily operations. Manage diverse project schedules, assess goals and develop

strategies to exceed objectives.

Strategic thinker who utilizes a quantifiable approach to create detailed action plans. Identify

needs, evaluate alternatives and implement innovative solutions to streamline costs and enhance

profitability.

PROFESSIONAL SIGAN AMERICA, LLC (formerly called SMAP Manufacturing), Harvey/Ottawa, Illinois

EXPERIENCE: Privately-held, $15 million manufacturer of private-label personal care and health &

beauty products (consumer packaged goods), Sales mainly through distribution

excluding direct contracts with Turtle Wax & Sally Beauty Supply.

Operations/General Manager 2000 to 2012

Report to owner since 2000 with full plant, production, office and business leadership

responsibility excluding sales/account management (owner managed sales autonomously).

Continued to take-over all operations guiding company growth from $3.6 million in revenue

in 2000 to more than $15 million in 2008.

Manage all areas of company and plant operations reporting directly into owner: accounting,

finance, human resources, production management, master scheduling, commercial insurance,

purchasing, supply chain, vendor management, safety, compliance and budgets. Manage all

hiring and training in plant and office with more than 100 non-union, exempt and non-exempt

personnel; direct reports include plant manager, laboratory/technical manager, warehouse

manager and accounting/office clerks.

Bottom line accountability for all areas of P&L, engineering, R&D, compliance, quality,

finance, safety, HR. customer service and technology, as well as budgets (operating, capital &

labor). Orchestrate production, demand planning and master scheduling.

Direct management for all corporate administration: accounting & finance (financial

statement preparation, budgeting, internal controls, costing, banking, financial analysis, A/P,

A/R, payroll, collections, billing, month and year-end closings, cash applications, adjusting

journal entries, etc.), as well as contracts, insurance, employee benefits, personnel files &

compliance and OSHA reporting.

• Recruited by owner to take over accounting, financial and office operations; developed into

Summary of

Accomplishments: operations manager role with full oversight of corporate, business, office and plant operations:

Operations/General Manager, Summary of Accomplishments, Continued…

- Key member of senior leadership team to establish infrastructure, IT systems, processes,

pricing and plant operations to support rapid company growth from $3.6 million in

revenue in 2000 to more than $15 million in 2005.

• Planned and directed all aspects of company relocation from a small facility in Harvey to

a 200,000 sq. ft. facility in Ottawa with more than 40 acres:

- Managed both facilities concurrently while directing transition of equipment, vendors,

3PL transportation providers and personnel to new facility.

• Led development of new departments, infrastructure and work flow supporting

company growth, customer service and efficiency:

- Planned, developed and directed launch of new procedures and functional roles for

personnel, which streamlined order processing;

- Created divisional pricing structure for stock and custom products;

- Aided in creating ISO program; implemented lean and TQM initiatives;

- Managed all areas of compliance, including HazMat, ISO, OSHA, etc.

• Managed development of processes to drive growth: established accounting and finance

standards, systems and processes to allow for revenue growth with minimal staff increases.

• Purchased and administered all employee benefit plans (billing, payroll deductions);

administered 401(k), pension plan and Cobra. Purchased and administered commercial

insurance (auto, general liability and worker’s compensation).

• Led re-negotiations with many vendors reducing operating expenses: reduced office

equipment annual lease expenses by 35%; created centralized vendor reducing spend

50%.

• Led internal and external IT teams for requirements gathering, development, deployment

and post implementation training for a new ERP system.

MARK VUKUSICH, CPA & ASSOCIATES, Orland Park, Illinois

Staff Accountant 1990 to 1999

Direct client interface working with an established list of more than 60 clients performing all

general accounting and monthly, quarterly and year end financial closings. Worked with clients in

various industries, including manufacturing, retail, hospitality, legal and construction, as well as

non-profit and trusts. Prepared quarterly, monthly and annual financial statements for clients.

Managed various accounting functions for clients, including A/P, A/R, invoicing, compiling

payroll taxes, completing sales tax returns and creating and processing accounting, financial and

operational reports.

Accomplishments: • Grew customer base through referrals from 10 in 1990 to more than 60 total clients

(managed most volume of any bookkeeper in firm).

Staff Accountant, Accomplishments, Continued…

• Effectively managed 60 clients throughout the year, including inputting monthly payroll,

coordinating journal entries, generating quarterly 941 and state filing forms, as well as

developing annual W-2s, 1099s and 1096s.

• Coordinated and directed quarterly and year end financial statement preparation and

state and federal tax returns. Assembled a vast list of tax returns, including 1040, 1120,

1120S, 1065, 990 and 5500. Developed engagement letters as well as 8879 form letters.

• Developed confirmation audit documents; compiled IRS correspondence supporting

resolution of client issues for state Department of Revenue and Department of Labor audits.

• Managed client records; established new files for all clients at the start of each tax year.

EDUCATION: MORAINE VALLEY COMMUNITY COLLEGE, Palos Hills, Illinois

Accounting

TECHNICAL: Proficient in MS Office Suite, as well as various CRM and ERP systems.

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