Manager Customer Service

GENERAL OPERATIONS MANAGER

Dynamic, success-driven and self-motivated professional with broad experience in fast-paced environments requiring expertise in production scheduling, budgeting, quality management, team building, training, cost control and customer service. Effective in utilizing resources, improving processes, improving quality and reducing costs. Certified OSHA trainer

PROFESSIONAL EXPERIENCE

AREA OPERATIONS MANAGER

Clarus Linens, Syracuse NY 2016-2017

General Manager responsibilities focusing on customer service, operations, purchasing, transportation, safety and regulation compliance, payroll, budgeting, and P + L statements for three industrial laundries in upstate New York. Specialized in at-risk customer remediation, labor and equipment cost reduction.

Slashed plant payroll from 34% of revenue to 27.6% through process improvement

Reduced transportation cost from 18% of revenue to 15.7%

Initiated and lead safety program resulting in one year no-loss time accidents

Doubled net operating income year over year (4% of revenue to 8.1%, almost $700,000 increase)

DIRECTOR OF OPERATIONS

Oswego Industries, Inc Fulton, NY 2013-2016

Oversee total facilities management for a non-profit agency. Responsible to train and employ people with disabilities as

well as non-disabled personnel; work closely with direct care staff to coordinate work activities for 160 individuals with various disabilities; Custodial Division Manager with 15 buildings and $1.3 million in contracts; negotiate federal,

state, and local government contracts; negotiate purchasing price for all goods related to production and custodial operations.

REGIONAL MANAGER

Confidence Management Systems Syracuse NY 2012-2013

Directly responsible for planning, coordination and control of processes ensuring that services are provided efficiently and with an exacting level of quality at numerous healthcare facilities

Hire and train employees to satisfy customer demands and governing regulations

Recruit and train Area Managers for specific facility responsibilities

Maintain customer satisfaction with multi-level onsite representatives

Notable Contribution:

Received deficiency-free government inspections at each location

PLANT MANAGER

Unifirst Corp. Syracuse NY 2006-2010

Performed daily management of industrial laundry with 19 routes; responsible for all Manufacturing, Purchasing, and Distribution operations as well as Manufacturing support functions

Planned, organized and directed the production operations which ensure the most effective return on assets

Served as Training Coordinator for OSHA, DOT and HAACP

Ensured quality control and on-time customer deliveries

Notable Contribution:

Increased Profit Margin annually, starting at 7.8% and ending at 18.3%

PLANT MANAGER

Atlas Health Care Syracuse, NY 1997-2006

Responsible for plant production goals, operation and maintenance; Established and implemented plant policies and procedures

Managed Production and labor control for facility with union/non-union employees. Maintained over 120 POH.

Directed and supervised off-sight operations at various facilities while interacting with their personnel

Notable Contribution:

Effectively decreased overtime, customer rejection rate and full-time employees

ACCOUNT MANAGER

Health Care Services Group Syracuse, NY 1995-1997

Served as the primary business contact for the client and responsible for client satisfaction

Served as Environmental Services Director at various long-term care facilities

Accountable for staffing on-site department, preparing reports, billing, negotiating vendor contracts, and controlling inventory

EDUCATION & PROFESSIONAL DEVELOPMENT

Bachelor’s Degree, International Studies UNIVERSITY OF SCRANTON

Kan Ban Business Methods Internship, Tokyo Japan

OSHA Certified Trainer, CPR trained, HACCP trained

Experienced in all varieties of contract negotiations

Certified Green Building Inspector

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