DONATO SANTORO

** ******* ***** **** 203-***-****

Wolcott, CT. 06716 ac4nq7@r.postjobfree.com

OBJECTIVE

Seeking a challenging position with a company which will allow me to utilize my skills as a team player, highly motivated, and results driven with proven results among diverse customers. Always looking to improve and streamline the process to become more efficient with Critical thinking skills and a problem solver.

EDUCATION

TEIKYO POST UNIVERSITY WATERBURY CT

Bachelor Degree Accounting, May 1996

Cumulative GPA: 3.88

MATTATUCK COMUNITY COLLEGE, WATERBURY, CT

Associates Degree Accounting, May 1993

Cumulative GPA: 3.50

EXPERIENCE

SHOP RITE SUPERMARKETS WATERBURY, CT

Customer Service Produce Department Part-Time August 2016 – Present

Responsible customer service throughout the store

Responsible for stocking shelves

Recommending improvements to merchandising and product we carry to offer to the customers.

OKAY INDUSTRIES BERLIN, CT (Manufacturing)

SALES COORDINATOR July 2014 – April 2016.

Answering phones and responsible for courteous, professional, and prompt communication to all customer concerns.

Responsible to enter new and existing Customer Orders.

Responsible to scan customer orders, upload and attach then to the order created in PLEX.

Collection calls on past due customers.

Responsible to order material for customer orders

Work with Sales to generate quotes

Follow customer orders and work with production to make sure that they go out on time.

Maximizing sales to meet and exceed sales forecast by means of cross-selling, up-selling, and add-on sales.

Responsible for requesting customer 6-month and yearly forecasts

Built database to track sales and report to President sales variance between Actual Sales and Monthly Shipping Schedule.

PROGRESSIVE SPECIALTY GLASS PLAINVILLE, CT

SALES SUPPORT MANAGER Jan 2013 – Dec 2013

Teams main responsibly work with Sales Team to meet or exceeds company sales goals as well as profit margin.

Managed relationship with the Sales Team from the inception of an order to the collection of the receivable.

Answering calls to cover the secretary’s lunch break, days off, and vacations.

Tracked Sales, projected monthly sales, tracked orders, issued credits to vendors.

Entered orders daily.

Focused on receivables and in 6 months reduced over 90 days by 50%

Collection calls on overdue accounts to put together the monthly cash flow projections.

Worked with warehouses to make sure orders were produced and shipped on time.

Responsible to making sure inventory levels par levels were maintained

STANLEY BLACK AND DECKER FARMINGTON, CT (Manufacturing)

CUSTOMER RELATIONS MANAGER July 2004 – July 2012

Project Manager responsibilities for the installation of new doors at Home Depot. I coordinated with the new store contractors on the dates the doors were to be installed, the electrician to wire the doors, the alarm company to setup the alarms, and the inspectors to make sure the doors were working properly. Once everything was completed satisfactory I invoiced the contractor for the doors.

Coordinated the new door upgrade program installation at currant store to meet Stanley’s Sales forecast and Home Depot’s expense forecast.

Built a Strong Rapport with Home Depot Debbie Roberts Automatic and Manual Door Customer Service and resolve all related problems.

Project Manager and New Door project installation at clients (Home Depot and Wal-Mart)

Responsible for maintaining Home Depot Web Site with the status of their service calls and billing. Throughout my time working with Home Depot Stanley’s Score ranged 90-100% all the time which help in Stanley gaining more business from the customer.

Built Service Account from $2,900,000.00 to record $4,900,000.00 in 2 years.

Tracked Customer Issues as they came in through completion. Was in constant contact with the customers assigned to me with all the feedback that they were looking for and more.

Occasionally needed to walk through the process of shipping or transporting customer parts.

Resolved Service issues with Automatic Door and Manual Doors via phone electronically, or in person.

Recommended Home Depot Heavy Duty Hardware security cameras, longer lasting sensors, and heavy-duty operators that would extend the life of the door working properly.

Coordinated with engineering group on warranty work for Home Depot, in one year cut warranty work in half.

Worked closely with engineering to understand the operation of our doors and making recommendations for improvement to Stanley’s Service to the Customer.

Challenged myself Stanley would write off $150,000 per year with Home Depot and over the last 2 years Stanley did not write off anything.

Status Reports to customers assigned to me on any information requested using MS Access to combine information in SAP and Home Depot Web Site (TMS).

Reading contracts of my customers and understanding any legal laws in the states they operated in.

CALL CENTER SUPERVISOR January 2007 – March 2010

Managed and scheduled seven employees 24x7x365

Received and managed 400-600 service call per day.

Entered orders on a daily and over looked orders that we enter by my staff.

Scanned Customer Orders to upload and attach to the order in SAP.

Collection calls to help the collection department.

Fielded Complaints, investigated, and took corrective action for better customer service.

Call Center reports to management and customers through MS Access Database.

Provided Customer Technical Assistance (Troubleshooting) over the phone in the event of afterhours emergencies.

Streamlined Call Center Operation for better customer service and more productivity.

Helped transition and train employees as Stanley Call Center was moving to Indianapolis

CUSTOMER RELATIONS MANAGER July 2004 –January 2007

Managed relationship with Home Depot.

Built account from $1,900,000 to $3,900,000 in 3 years.

Promoted to Call Center Manager.

NEJ INC. WATERBURY, CT

ASSISTANT CONTROLLER and TECH MANAGER December 1996 – Mar 2004

Invoicing, Purchase Orders, Accounts Receivable, and Checking Invoices. Charge backs including issuing returns, tracking them back to the warehouse, issuing credit when needed, and disputing shortages.

Created a database in MS Access for: Invoice Cost Strips, Packing Slips, Bills of Lading, providing shipping info with tracking #s daily.

Providing reports on Customer/Vendor/Salesman Sales Quarterly and Yearly to CFO, Monthly reports to reconcile Inventory, and any analysis when requested.

.MS Access analysis used to determine Vendor Purchase Price Points and Customer Sales Price Points.

Daily excel report to CFO on monthly sales, costing to each sale with profit/loss and margins.

Computer and NT Network functions.

TECHNICAL SKILLS

Proficient in Microsoft Access, Creating Databases (Not a programmer). I have built many MS Access databases in the past.

1)NEJ Inc.: Database to track inventory from purchasing quotes to shipping to the customers. The database tracked all the costing and profit, when the President of the company wanted a report, one was created, and whenever it was needed all you had to do was click an icon.

2)Stanley: Database reported on the Call Center response time in answering customer phone calls, tracked all service calls by customer, and tracked invoicing to make sure all the service work done by Stanley was billed out correctly to the customer.

3)Progressive Specialty Glass: Tracked all the aging receivables with notes on what we were doing collecting invoices over 30 days. Part of this database was used to make sure the customer was charged the right price for each item purchased.

4)OKAY Industries: Tracking monthly sales, variances to the monthly sales, and notes on why there was variances. With this database all the Customer Orders were tracked for the daily production meeting, how far along in the production process is each order, and any notes as to where we were on meeting the customer requested delivery date. If we were running late or early with the customer, we entered notes to call the customer, let them know early in the production process where we were, so the Customer and OKAY can make an informed decision on what to do to best satisfy the customer delivery date.

Microsoft Excel, SAP (10 years’ experience), MAS 900 (1 year experience), and PLEX (2 years’ experience),.

INTERESTS

Motorsports, automotive mechanics, and drag races

Outdoor activities football and basketball

*Having fun and teaching my grandkids

REFERENCES

Upon Request

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