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Customer Service Management

Williamstown, NJ
March 18, 2018

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Nick Staffieri, CMDSM



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


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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