Customer Service Manager

JON E. PETREL

**** ********* ***** ***********, ** 37135

615-***-**** *********@*****.***

Account Management / Marketing

Coupled with a Strong Manufacturing Background

Highly accomplished and entrepreneurial professional with over 20 years of

progressive experience, crafting and implementing successful and lasting collaborative

strategies to improve operations, control costs and drive revenue and profits.

Demonstrated success in customer service initiatives with a focus on satisfaction,

expansion, and retention. Known for blending a strategic and tactical focus, with a

proven talent for building and motivating cohesive teams to achieve aggressive targets.

CORE COMPETENCIES

Account Management • Marketing Management • Business Development • Operations

Budgeting • Strategic Planning • Cost Savings Initiatives • Proposal Development

Inventory Control • Scheduling • Process Improvement • Policy Development

Marketing • Employee Relations • Budget Planning • AP/AR • Reporting

Cost Accounting • Purchasing • Shipping/Receiving

SELECTED ACCOMPLISHMENTS

• Consolidated two facilities while sustaining production levels, thus saving 20% in

overhead cost and improving productivity 15%.

• Improved sales 20% in the first year by establishing design, development, and

marketing initiatives for a window series.

• Reduced cost and enhanced delivery times by creating and launching a new

inventory system and workflow processes with continuous optimization.

• Championed the development of a company website and new customer service

program that enhanced exposure for products and proactively notified customers of

shipping dates.

• Acknowledged as the first manager to achieve $1M+ in annual production.

• Consistently exceeded monthly production goal of $55K by optimizing production

processes and properly allocating workforce.

• Ensured exemplary customer service and product delivery through continued

maintenance and monitoring of accounts consistent with objectives.

• Enhanced marketing efforts and branding strategies by establishing regional

luncheons and educational meetings to cultivate key relationships with architects

and by conducting research to determine industry trends.

PROFESSIONAL SKILLS

REVENUE GROWTH / SALES / BUSINESS DEVELOPMENT / MARKETING

• Creates and implements new revenue growth strategies, with integrated operational

tactics, resulting in accelerated revenue increases.

• Possessing a strong record of uncovering new selling and marketing opportunities

through business analysis, forecasting and using innovative sales strategies.

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ACCOUNT & RELATIONSHIP MANAGEMENT / CLIENT RELATIONS

• Builds strong, lasting relationships with key contacts and influencers that lead to

sales revenue increases and market share growth.

• Ability to quickly gain rapport with different levels of an organization, effectively

increasing the visibility of a company’s products and services.

• Educates clients, helping them to fully understand the value and utility of new and

existing products and services.

• Consults to analyze, uncover needs, create interest, and deliver solutions via

products and services that are appropriate to clients’ time horizon and goals.

• Known for maintaining communication with clients and overcoming any and all

project and implementation issues.

P&L MANAGEMENT / OPERATIONS / STRATEGIC PLANNING

• Negotiates all client contracts and leads all vendor contract development efforts.

• Proven ability to identify and leverage core competencies to manage the balance

sheet by identifying areas for improvement.

• Decreases operating expenses through organizing resources, reviewing all vendor

contracts, and streamlining operating processes and systems.

• Highly experienced establishing priorities, meeting critical deadlines and

coordinating functions that are vital in achieving company objectives.

PROJECT MANAGEMENT

• Successful track record of managing complex projects and initiatives. Trusted to

deliver highly cost-effective strategies in rapidly changing environments.

• Agile problem-solver and negotiator. Talented at quickly defining issues and

focusing team efforts under demanding circumstances where top performance is

expected.

• Self-motivated, goal-oriented leader. Skilled at organizing work, directing staff and

teams, communicating with clarity, and following projects through to a defined

completion.

BUYING / PROCUREMENT / NEGOTIATIONS / SUPPLIER RELATIONS

• Coordinates purchasing functions of all products and commodities. Activities

include vendor selection, contract and price negotiations, coordination of

consignment, JIT service, and implementation of practices and procedures.

• Highly experienced supervising Buyers and Quality Assurance associates.

• Known for closely monitoring expenses and product costs, while controlling

inventory.

• Develops and maintains positive supplier relationships.

INVENTORY CONTROL / PLANNING & SCHEDULING

• Maintains appropriate inventory levels to ensure customer service reliability.

• Responsible for inventory control accuracy, obsolescence, and assisting departmental

cycle counts.

• Monitors weekly inventory report for usage and margin. Addresses discrepancies for

continuous customer satisfaction and indentifies company miss ships and handling.

• Monitors inventory levels and determines product needs. Places orders, develops

loads and arranges transportation.

• Able to perform scheduling and planning functions of internal business units, cells,

and/or external suppliers.

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RELEVANT EXPERIENCE

EMMANUEL STAINED GLASS STUDIO, INC., Nashville, TN 2006 – Present

Manufacturer of stained glass products

Business Development / Operations Manager

Promote stained glass products and cultivate and maintain an extensive pipeline of key

clientele. Generate qualified sales leads and secure and negotiate contacts, which align with

industry trends.

CUSTOM ALUMINUM FRAMING & FABRICATION CO. 1991 – 2006

Manufacturer of high-end architectural custom aluminum windows.

Plant Manager

Promoted through a series of leadership positions including Production/Account Manager

and Inside Sales Manager. Formulated sales and marketing strategies to ensure optimum

performance and achievement of $55K production quota while staying within budget.

Maintained monthly inventory, AR/AP, aging reporting, and 30% profit margin. Oversaw

$350K for annual purchasing of materials, and monitored and established product pricing

and scheduling. Collaboratively composed company policies to ensure compliance.

EDUCATION

ARGOSY UNIVERSITY, Nashville, TN

Master of Business Administration

ROBERT MORRIS UNIVERSITY, Pittsburgh, PA

Bachelor of Science, Business Administration

AFFILIATIONS / ORGANIZATIONS

Stained Glass Association of America, Member

Nashville Business Leadership Team Breakfast, Member

SOFTWARE PROFICIENCIES

MS Office • AutoCAD • My Invoices • ACT • QuickBooks

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