Customer Service Manager

Al Pettenato

Email: *********@********.***

Address: ** ****** ****

City: Millstone Township

State: NJ

Zip: 08535

Country: USA

Phone: 732-***-****

Skill Level: Director

Salary Range: $125,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

AL PETTENATO, EMBA, BS

93 Agress Road, Millstone Township NJ 08535 732-***-**** **********@***.***

EXECUTIVE WITH AN OUTSTANDING SALES, PROFIT GROWTH & OPERATIONS COST REDUCTION LEADERSHIP RECORD

ACHIEVEMENT SUMMARY

* For AMP clients, led two major successful business turn-around initiatives; in both cases developed & executed cost-reduction and revenue & profit expansion strategies. Client commendations earned additional contract extensions in both cases with accolades for innovative solution delivery.

* For DHL as VP, reduced an annual operating loss of $9M in 2001 into a $10M profit center by 2007. Promotions recognized outstanding work ethic and abilities to motivate employees while tightening controls and reducing labor and overhead.

* For DHL as Manager, won awards and exceeded expectations by wide margins.

CAREER HISTORY

AMP GLOBAL SERVICES, Millstone Township, NJ Jan. 2010 - Current

Vice-President

Leadership Profile: Subject to stringent non-disclosure agreements, provided interim executive, advisory, coaching, and strategic business planning services. Conducts operational audits and creates business/continuous process improvement [BPI/CPI], logistics, and profit growth solutions.

Scope: Matrix managed client personnel, up to 12 at any one time including logistics, operations, mergers & acquisitions [M&As], finance, and sales. Subject matter expert [SME] for establishing division P&L framework, setting up key performance improvement [KPI] standards, drafting business plans and development strategies, and branding. Generates policies & procedures and advises on vendor, supplier, and labor contract negotiations.

Bottom-Line Highlights

* For a domestic logistics company, reversed corporate losses for its $15M in annual revenue trucking division; in 2010 the division's EBITA was -$1M, in 2011 0, and in 2012 it will exceed $1.5M. Accomplished by setting up and enforcing productivity increases, for example, warehousing by 15%, customer service by 40% and vehicle optimization by 20%. Personal and personnel leadership involved: (1) analyzing and improving every facet of the operation and leading weekly management meetings to drive KPI improvements; (2) improving the sales management process inclusive of developing a weekly cost of sales reporting tool to drive the most profitable business components; (3) opening up staff development opportunities to ensure key employee retention; and (4) tightening up the budgeting and forecasting functions.

* For a private equity firm, providing advisory and valuation services on the possible roll up of 50 small recycling companies in New England. Generated an operations consolidation and redundancy elimination plan which will result in significant profitability growth and ownership retention.

* For a major telecom, developed a global distribution network that reduced warehousing and inventory costs by multi-million dollar values.

* For a freight forwarding firm specializing in the entertainment space, developed an operational consolidation plan and reduced overhead to deliver million-dollar profitability improvements.

DHL Global Forwarding Elizabeth, NJ 1997 - 2009

Senior Vice President, North America (May 2006-Nov. 2009)

Vice-President North America, Logistic Division (Nov. 2001-April 2006)

Leadership Profile: P&L owner. Directed transportation services growth and served as member of the executive leadership team of North America with direct accountability for planning and executing corporate strategic vision.

Scope: Directed a lean management team of 7 consisting of 2 VPs (sales and operations), 1 Controller, 4 Directors (HR, Pricing, Transportation and Business Development, Facility Management) and 1 business analyst overseeing over 500 full-time employees. Administered annual budgets in the $160M range. SME for less than full truckload, brokerage, dedicated transportation, multi modal, air expedited and warehousing service lines of business.

Achievement Highlights

* Bottom-Line--Sourced and expanded brokerage network to deliver tens-of-millions-of-dollars, multi-year growth; in several years achieved 25% year over year [YOY] growth. By streamlining operations (consolidated 27 locations into 16), delivered a $4M annual expense reduction. Increased annual revenues by over $8M by developing an interactive shipping program that conferred a competitive advantage by allowing client base to their track shipments in real time.

* Finance--Designed and implemented the 80/20 cost initiative that successfully reduced the number of transactions from 900,000 to 600,000, while increasing gross profit by 30%, an annual value averaging $6M in the 2006-2009 period.

* Organization Development--Reviewed operations and created BPI/CPI strategies. Developed employee retention programs. Improved and consolidated vendor relations; through very tough but fair negotiations, reduced annual expenditures by $8M.

* M&As--Performed due diligence analyses and conceived & executed post integration plans for seven corporate acquisitions.

* Operations--Managed labor relations and served on collective agreement negotiation committees, often with lead roles. Launched the Customer Care Center fielding customer service calls from around the world 24/7; maintained a 98.3% customer satisfaction rating.

* HR--Instituted critical recruitment, development strategies, and innovative performance management tools resulting in an unprecedented 93% divisional employee retention since 2001.

District Manager (April 1997-Oct. 2001)

* Bottom-Line--Increased annual revenue from $4M to $18M in three years while increasing productivity, profits (25% YOY), and reducing costs.

* Honors--Awarded both Best District Manager and Best District Office of the Year in 1998.

CHOICE COURIER/LOGISTICS SYSTEMS, New York, NY 1996 - 1997

Senior Operations Manager

PROFESSIONAL DEVELOPMENT

EDUCATION: Executive Masters of Business Administration (2007) and Bachelor of Science, Business Administration (2003), Madison University.

ADDITIONAL TRAINING: Numerous employer-sponsored courses, mini-courses, symposia, and seminars on a wide range of transportation, Supply Chain Management, relationship management, and organization development topics. Completed Executive Training Program (DHL) and an Executive Speaking Program (Annette Grant Associates).

ACCREDITATION: Six Sigma Bronze Belt (2008), 5S (2009) and International Business Leadership (2008).

COMMUNITY LEADERSHIP: Board Director, New Jersey State Theater (2008-2010).

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