Customer Service Management
Resume:
Nick Staffieri, CMDSM
*********@*******.***
Resume
Experience Highlights:
Over 20 years of experience in Management including operations analysis, installations, relocations, equipment leasing, purchasing and procurement, accounts payable/accounts receivable, systems improvements and innovative solutions
Over 20 years of experience with Personnel Management including recruiting, terminations, employee training and motivation, human resources, and management development
Manage division operations with an annual revenue of $13.5m and exceeding profit goals for the past two years
Ability to analyze P&L Statements and forecast quarterly and annual budgets based on current and future operations
Established over $250,000 in annual client savings by presenting innovative solutions in technology, processes, and vendor management
Certified Mail and Distribution Systems Manager (CMDSM) Certification
Published Author of “The Staffieri Principles – A Philosophy in Employee Management”
Veteran national public speaker at National Conferences on Employee Management, Office Management, and Personal Development
Published articles related to the Office Services industry and Employee Management and Management Development
Designed customized Total Quality Management reports to analyze production trends and client history that assisted with cost reduction efforts
Great customer service skills with a passion for customer focused sales and support Work Experience:
The MCS Group, Management Services Division, Philadelphia PA April 1994 – March 2018
Director of Administrative Services
Perform all duties and responsibilities pertaining to the personnel and operations management of the Management Services division for The MCS Group
Manage and oversee all AP/AR divisional responsibilities including P&L statement audits, forecasts and budgets
Manage the purchasing and procurement for all divisional purchases including client equipment leasing
Manage employee training and development programs, client applications and programs, and develop technology solutions for innovative process solutions
Assist with sales process in analyzing business opportunities, developing pricing models, and presenting proposed MCS solutions to client prospects
Assist marketing with content creation and collateral distribution including press releases, client newsletters and advisories, and social media presence
Senior Operations Manager
Oversee all field operations and client relationships
Meet with client contacts to gauge customer satisfaction, review MCS operations, and discuss innovative process improvement initiatives
Manage and develop MCS Site Managers including conducting annual reviews, operational guidance and support, operational efficiencies, and cost saving initiatives
Personnel management including recruiting and on-boarding, training and development, disciplinary measures, and terminations
Key Accomplishments
Helped grow the division from its infancy (established October 25, 1993) to an annual revenue of $13.5 million
Consistently kept Customer Satisfaction Ratings and Client Retention Percentages above 97% each of the past ten years
Established the groundwork and basis for many of the MCS employee programs and training mechanisms
Authored key literature for the company marketing campaigns such as Case Studies, Press Releases, and Website pages
Chief Editor of the MCS Employee Newsletter and the MCS Client Advisory eNewsletter Ithan Management Services/Pitney Bowes Management Services, Philadelphia PA Position: Site Manager
January 1993 – April 1994
Performed all duties and responsibilities pertaining to the personnel and operations management of a client
Customer service and problem resolution for office services matters related to the services provided
Employee training and motivation
Communications with Client Administrator regarding production and service trends Key Accomplishments
Designed and wrote Operations Manual for all service responsibilities
Researched, assessed, and recommended copier equipment and coordinated the installation of 21 units throughout two buildings
Developed Total Quality Management report structure to analyze production trends and recommend cost reduction efforts
Conclusion:
I am a proven leader and innovator with Executive Management experience in the Corporate Services industry. I have expert credentials for operations and personnel management with elite customer service and communication skills to meet any industry challenge.
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