People, Process & Project Management Professional

Robert M. Gaudino

Sarasota, FL ***** ac74nb@r.postjobfree.com 203-***-****

Bachelor of Science

Customer Relationship Manager

EXECUTIVE SUMMARY

Dynamic and competitive leader equipped with vision. Possessing an extensive track record of leadership and proven results. Known as a pioneer of innovation who leverages a wealth of expertise to influence operational performances, while maximizing productivity, excellent organizational skills, and maintaining safety standards. Demonstrates strong analytical skills and is successful in leading and developing high performing teams for complex organizations.

AREAS OF EXPERTISE

P&L - Operations Management – Supply Chain – Loyalty Marketing – Customer Service – Change Management

Reporting – KPI Management - Coaching- Strategic Plans – Continuous Improvement – Risk Management

Safety - Budgeting - Product Management - Business Strategy – Performance Management- Business Development

Professional Experience

Pro Conversions Corporation – Watertown, CT 2014–Present

“Specializing in the automation of organizations most difficult, manually intensive business processes including medical claims and invoices.”

Project Manager

Championing the client relationship management process including business process documentation, management and development.

Cultivating client relationships via trade shows, trainings and service excellence.

Scanning and data capture professional trained in ABBYY OCR/ ICR software.

William B. Meyer – Stratford, CT 2012–2014

“Redefining transportation, storage, and distribution solutions since 1915.”

Director-Customer Service & Qaulity (Household Goods)

Skillfully directed key operational functions including hiring, business planning, training, coaching, and budget management.

Strategically used performance metrics and productivity analysis as a baseline for continuous improvement.

Utilized goal setting, action plans, performance feedback, observations, field audits, and customer surveys to identify opportunities for positive change.

Carefully monitored service level agreements for key accounts with a focus on service excellence and customer loyalty.

Performed detailed management case analysis and corrective actions to resolve issues in a timely manner.

Save the Children Federation – Westport, CT 2009-2010

“A non-profit organization working to improve the lives of children in the United States.”

Project Manager

Pioneered the implementation of a new global web-based time keeping system.

Parterned with IT and user environments to facilitate the testing of new applications to verify functioning under real world scenarios.

Cartus Corporation – Danbury, CT 1989-2009

“The trusted leader among global relocation companies, providing corporate relocation services to organizations of all sizes.

Real Estate Services Manager – {2007-2009}

Supervised a team of twenty customer relationship professionals to coordinate relocation services using external partners and internal resources.

Collaborated with the Vice President and other senior executives to establish Best Practices and performance metrics.

Utilized data collection, analysis and trending to identify opportunities for improved customer services.

Established protocols for customer feedback using survey data to achieve continuous quality improvement.

Allocated resources in a manner that maximized service delivery to clients.

Tactically positioned team as solution providers ensuring one-stop service reliability, resulting in 100% client retention and the 2008 and 2009 Connecticut Innovation Award.

PROJECT MANAGER, eBusiness – {2005 – 2007}

Competently served as the primary liaison to technology team to assist with the design of global web-based systems to facilitate customer communications to create a fully interactive model.

Facilitated cross-functional teams on a global scale to accurately define work requirements.

Linked eBusiness system solutions to broaden customer relationships and loyalty marketing goals.

Utilized Six Sigma practices to achieve all quality standards and efficiencies.

Work in collaboration with clients to achieve "real time" interaction via eBusiness applications.

Recognized as Key Contributor President's Award winner, 2005.

OPERATIONAL RESOURCE CENTER MANAGER –{2001 – 2005}

Spearheaded a Six Sigma initiative to improve the CRM process on a global scale.

Managed a team of 25 CRM Analysts with responsibility for large scale audits of existing CRM procedures and methodologies.

Interfaced with centers on a global scale to compare actual CRM outcomes to customers' expectations and Best Practices.

Integrated internal resources and external partners into a global CRM system using performance metrics that were linked to Best Practices and customers' expectations.

Dramatically improved CRM outcomes, resulting in increased revenues from referrals from $11.2 million to $20.4 million.

Earned the Connecticut Innovation Award, 2003.

PROPERTY EVALUATION MANAGER – {1997 – 2001}

Managed at ream of 48 professionals with a mission of streamlining and re-engineering property appraisals/evaluations.

Established collaborative working partnerships with external supplier network to build consensus and support for shared CRM goals.

Created and implemented a centralized department to evaluate and improve CRM processes.

Recommended and implemented process improvements, combined with new performance standards and methods of tracking and monitoring customer deliverables.

Received All Star Team Awards in 1999 and 2000.

RELOCATION COUNSELOR/ MOVE MANAGER – {1989-1997}

Coordinated relocation policies for employees being transferred by their employers while maintaining a 100% service satisfaction level.

Counseled client employees on their company’s corporate relocation policy.

Managed appraisal, inspection and title processes while maintaining relationships with Cartus suppliers.

Assisted client in developing and implementing an internal group move policy.

Education

QUINNIAPIAC UNIVERSITY - Bachelor of Science in Business Administration

FINANCIAL MANAGEMENT/ECONOMICS

Project Management Institute - Project Management Professional (PMP)

The Employee Relocation Council - Certified Relocation Professional (CRP)

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