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Customer Service Microsoft Office

Ridgewood, New York, United States
November 19, 2017

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Anthony Maffetone

** ** **** ****** ****** Village, New York 11379

Residence 718-***-**** Business/Mobile 631-***-****

Operations, Transportation, Logistics & Supply Chain Management

Driving Revenue Growth Generating Significant Savings & Quality Improvements Project Management

Strengthening Operational Effectiveness & Efficiency Achieving Customer Service Excellence Business Action Plans

P&L and Budget Management Strategic Business Planning

Cross-Functional Leadership Contract Negotiations

Union & Non-Union Workforce Planning Key Account Management

Bulk Freight / Cross Dock Operations Vendor & Customer Relationship Management

Mass Warehousing & Supply Chain Safety, Security & Asset Protection

Productivity, Quality & Performance Improvement DOT & TSA Regulations / Compliance

Integrated Control Systems / E-Commerce Operations Warehouse Management Systems

Operational Turnaround Plans Executive Communication

Track record of continual success, growth and profitability - directly engaged in building customer relationships with ongoing management responsibilities for key national accounts. Consistently achieve cost reductions thru efficient management of labor, equipment and intellectual capital leading to increased revenue performance. Awarded for ability to execute and deploy formal operating plans; policies and training to maintain brand quality, and for achievements in building/sustaining business relationships in a highly competitive, customer-driven industry.

Career History

Whitsons Culinary Group, Islandia NY 2016- June 2017

Director of Logistics

Managed all Logistics operations for Whitsons Culinary Group, a leader in the prepared food market specializing in servicing schools, shelters and Hospitals with nutritious prepared meals. Instrumental in launching a highly successful retail product line in Wal-Mart and Target. Developed specialized solutions to address inventory inconsistency and loss of production due to product shortages. Assisted senior management in many areas during a rapid growth cycle (e.g., planning capital expenditure, design of plant modifications, safety and security policies). Responsible for managing several million dollars of perishable product in a Just in time environment implementing First in First out (FIFO) and creating system for tracking expiration dates.

Key Initiatives & Accomplishments:

Improved Transit times and consistency of outbound customer deliveries- efficient installation procedures, including route designs and scheduling led to increase in customer satisfaction and decrease in service failures.

Instrumental in development Retail launch – fastest growth sector for Whitsons growth initiatives

Responsible for Managing all warehouses (Refrigerated, Frozen and Dry goods) – inventory program built from ground up, challenges due to phantom inventory eliminated. Managed team of 40 with five managers to build controls and raise expectations.

Responsible for decreasing waste and scrap - high demand caused by explosive growth driven by Wal-Mart relationship led to poor planning and large loss of product. Adjustments to methods and implementation of Standard operating procedures lead to over a 70% decrease in expiring product

International Bonded Couriers, Jamaica (JFK), NY ■ 2015-2016

Director of Operations

Managed operations for IBC Express, a top northeast regional logistics provider, specializing in International freight, courier, ecommerce solutions, mail/courier product, Bio Care solutions, fulfillment, warehousing, Brokerage, etc. Part of a team, which developed, specialized solutions for high profile client international needs. Assisted senior management in all aspects of development (e.g., planning capital expenditure, design/deployment of SOPs, safety and security policies).

Key Initiatives & Accomplishments:

Improved Transit times and consistently met and/or exceeded departure compliance goals by driving efficient installation of facility procedures, including route designs and scheduling.

Instrumental in development of E-Commerce division – fastest growth sector for IBC

Responsible for operations in NY, Miami and Los Angeles – staff management and development, service goals and profitability accountability.

Pharmaceuticals, medical and supplement industry experience - very comfortable servicing these high paced, highly demanding and high expectation industries

UPS Mail Innovations, Edgewood, NY ■ 2003 – 2015

Regional Manager Northeast Region

Repeatedly recognized for exceptional performance through advancement and selected for high-priority initiatives at a $1B division partnering with USPS and global postal authorities to provide multi-modal services. Serve as primary point of contact for large internal UPS Mail Innovations (MI) business projects. Formulate project, resource, financial and quality plans, develop project deliverables, and control project scope, costs, quality, risk and issues all executed in accordance with the business needs. Create standard operating procedures (SOPs), facilitate post-implementation training and reviews.

Gather necessary data to run profitability analyses to provide profitable solutions. Collaborate with internal and external customers to address and resolve issues (e.g., transit, operational, billing, etc.). Analyze package flow and transit for customers to provide justification for MI value added services. Utilize knowledge of USPS rate structure, entry discounts, rebates, and other areas of operations to assess the impact to labor and transportation costs and to the business model.

Leverage knowledge of UPS companies (supply chain solutions, UPS small package, Freight, etc.) and UPS information systems (IT Group) to implement solutions and synergies to meet customer needs and expectations. Work with cross-functional teams on Enterprise Level projects, which span all business units.

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Key Initiatives & Accomplishments:

Played key role in bringing in $28.5M in total gross annual revenues by collaborating with the implementation team to onboard new customer CVS/Caremark, which was a strategic win for the company (17.6 million pieces).

Performed key role in development and launch of new returns product ‘Mail Innovations Returns’.

Coordinated efforts with cross-functional teams to modify internal systems to be intelligent mail package barcode (IMpB) compliant with USPS through the use of $12m OCR (optical character reader) processing workstation project which deployed to 18 sites. Also worked with largest customer to implement two-dimensional barcode to decrease processing labor and improve performance. Worked with same customer ( ADP/Broadridge) to adjust their processes to improve service and times in transit.

Responsible for five regional processing facilities ( Minneapolis, Columbus, Hartford, Chicago and NY) covered a service area for 18 states, largest region – most revenue, most profit, largest customer base and sales force, highest and most consistent growth ten years in a row.

Tasked with the development and mentoring of the entire operations manager team (18 in all). Focus was building staff’s skill set, team building, interpersonal skills, managing up and basic business acumen including organization, communication and understanding key performance indicators, etc.

Opened, relocated and automated multiple facilities during my time at UPS. Always on time and always on budget.

Responsible for navigating the largest block of business during UPS holiday peak season including contingency plans, diversion plans and emergency plans to protect service and the brand.

Oversaw sales funnels, bad debt, request for proposals, customer billing, compliance, safety, security, for entire region and reported to corporate headquarters monthly on performance including variances to budgeted plan.

Drove project with the new product development group based of Atlanta to add a International service to the business unit’s portfolio. Result of this project lead to the purchase and successful addition of the International product business unit, which reported up thru me during the first 18 months.

Worked closely with the industrial engineering group fostering an environment of continuous improvement, process review and stretch goals.

Identified annualized cost savings for UPS exceeding $500K upon directed analysis and presentation for new facilities (Minneapolis) completed late 1Q2008.

Pharmaceuticals, medical and supplement industry experience - very comfortable servicing high profile customers such as Pharmapack, Henry Schein, Novartis and others.

Operations Manager (Long Island Facility)

Held P&L accountability for directing operations and support functions. Managed financial performance, maintained UPS MI customer focus, established and enforced operational performance standards, and oversaw MI facility compliance. Developed and managed 100+-person team. Designed, implemented and directed ground/surface network and created transportation models.

Directed $7.2M annual spend and developed transportation dispatch plan that became the benchmark and model plan for all new facilities. Oversaw transportation movements and provided high level of customer services to key national accounts. Built vendor partnerships with Delta Airlines, American Airlines, Continental Airlines, Southwest Airlines, National trucking vendors and others.

Key Initiatives & Accomplishments:

Saved $250K per quarter by securing national airline price reduction for all outbound shipments within the 1st year.

Turned around and reduced costs $1M+ for a faltering Ohio facility within 5 months.

Increased productivity from high 80% to 100+% by achieving best in class ‘miss-sort’ rates from 1/2500 to 1/6000 pieces by implementing improved processes.

Dramatically improved service levels, rationalized costs, and captured other opportunities for the global network planning process.

Saved $100K+ annually by increasing dedicated network and negotiating national contracts with Ryder and Penske

Closed transportation spend under budget from $62.8M to $59.4M (ground surface spend $5.48M).

Reduced cost per pound from $0.628 to $0.514 per pound.

Decreased transfer spend from 0.56 to 0.15 per pound by strategically pulling volume out of commercial air and moving via surface transportation.

Responsible solely for managing the business units single largest stream of revenue for 13 years. At one point this customer represented 40% of the total revenue for the business unit

Demonstrated Customer Growth – opened facility with one large client and cultivated over 250 active customers in ten-year period.

Complete Management Services, NYC, NY ■ 1999 – 2002

Director of Operations

Directed revenue, production, organizational procedure, technology systems and client relationship improvement plan for 2 facilities totaling 150,000 square feet. Provided leadership and cross-functional expertise across all functional groups (procurement, distribution, maintenance, inventory controls, recruitment, training, workforce allocation, resource planning). Directed 14 Site managers and team of vendors, service providers and sub contractors. Full P&L accountability for entire business with included Mailroom outsourcing and management, hand delivery nationwide network, courier, pick and pack fulfillment division, warehousing, trucking and international division.

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Key Initiatives & Accomplishments:

Delivered improvements that grew Hand Delivery network revenues 15% in industry experiencing overall 13.5% revenue decline.

Opened multiple sites across the country as well as hired the management teams, developed strong Strategic Partners to work with as the Director of Operations to improve processes, systems and operations stressing continuity, consistency across the network, leadership and reduced direct workforce.

Customer Service, Strategy, Finance, Billing and Sales support – all departments reported up thru me in an oversight capacity to insure communication across all departments.

Demonstrated highly efficient, quality controlled warehouse operations in partnership with senior management and Sales executives of existing and new clients, including JP Morgan Chase, Goldman Sachs, Morgan Stanley Paine Webber and Prudential Bache as well as many other high profile accounts.

Implemented multiple innovations that lead directly to service enhancements and cost reductions – including split printing to decrease transportation cost (printing by regions, zone skipping to decrease zonal charges, developing relationships with local and state government agencies to take advantage of programs to decrease operating expenses ( tax abatements, labor reimbursements, offset utility costs and other incentive plans. Labor incentive plans and other productivity simulating programs including cost per piece labor model.

Fredrick’s And Reese, Queens, NY ■ 1985-1999

Vice President of Operations

Managed all operations in North America and Europe for Fredrick’s and Reese, a top regional service provider specializing in servicing the Financial, Insurance and Real Estate community. Oversaw management team of over twenty site managers and supervisors.

Key Initiatives & Accomplishments:

Decreased freight and transportation costs while consistently meeting and/or exceeding service expectations, compliance goals and safety by driving efficient installation of facility procedures, including route designs and scheduling and clear goals and daily pre-shift communications.

Developed a new solution, which led to and was eventually spun off into a separate business with first year revenues of 25+ Million.

Strengthened productivity – implemented productivity metrics – cost per piece, pieces per hour goals in addition to quality control metrics. Measured and reviewed daily, weekly monthly with analysis of variances to goals

Education / Training/Computer Skills

B.B.A, Accounting (graduated) – Baruch College (NYC, NY)

Applied Associates of Science, Business Management – Queensborough Community College, Bayside, NY

Additional UPS Training – Supervisor Leadership School, Mail Piece Quality Certificate (MQC);

Additional industry training: New Management Training; Team Leadership; Quality Customer Service Difference; DOT Hazardous Materials;

Microsoft office including Word, Excel, PowerPoint and One Note – limited knowledge of Access and Visio

Self Starter - Detail Oriented - Solutions Based - Growth Minded – Driven - People/Team Builder

Available for travel

69-52 78th Street Middle Village, NY 11379 718-***-****

Contact this candidate