Manager Customer Service

C. ERIC LEONETTI

St. Augustine, FL ***** 904-***-**** ac927m@r.postjobfree.com www.linked.com/in/celeonetti

OPERATIONS MANAGEMENT BUSINESS DEVELOPMENT LEADERSHIP

Strategic, analytical and diligent Operations Management Leader, offering a comprehensive background in business development, human resources, accounting, consulting and client relations. Adept at evaluating processes and implementing solutions to drive revenue, process efficiency and staff productivity. Demonstrates knowledge in budget and capex development and management, policy development and safety. Strong sense of adaptability, providing service to a diverse population of clients to ensure valued customer experiences. Vast expertise in team leadership and establishing training and development programs to cultivate an efficient and competent workforce.

Areas of Expertise

Operations Management Strategic Planning Environmental Health and Safety Performance Management Six Sigma

Lean & 5S Programs P&L Management Budget Development Marketing Consulting Client Relations

Payroll Training & Development Process Improvement Human Resources Accounting

WORK EXPERIENCE

Wind River Environmental, DBA Metro Rooter Plumbing Jacksonville, FL Jan. 2018 – Present

GENERAL OPERATIONS MANAGER

Controls business operations, managing all areas of personnel management, customer service, human resources, sales management, safety, P&L and accounting. Oversees a service team of 50+ plumbers, pump truck technicians and service technicians as well as a support staff of 4 department managers, call center, dispatch and customer service divisions.

Undertook challenge to restructure organization after purchased by private equity lead holding company; led cultural change by enforcing new policies, procedures and implementing automated work order process and billing systems.

Drove profit by 12.4% in first year, leading to a total of $12M in annual revenue; grew profit margin from 25% to 30%.

Decreased OSHA reportable injuries by 80% and reduced lost time by 90%+ as a result of establishing visual safety protocols, providing monthly safety trainings and rewarding team for positive performance ratings.

Metal Sales and Manufacturing Corporation Jacksonville, FL Jan. 2013 – Jan. 2018

GENERAL MANAGER

Strategized and implemented marketing and customer service methods to grow sales and expand customer base while overseeing staff, leading safety initiatives and managing, P&L, logistics and budget development. Directed team of 33 members.

Grew sales by 20.5% in first full year with ROI of 25%+ to owners through re-organizing inside sales and service teams, setting new pricing structures and initiating new set of “key performance indicators” to allow for tracking and adjustments; rebuilt gross profit margins from 21% to 36.5%+ in 18 months without losing market share.

Spearheaded safety initiatives, leading to 0 reported injuries or lost time injuries in 4 years; facilitated daily safety meetings, provided rewards and initiated 5S standards and lean principles into production teamwork foundation.

Increased inventory turns by 15% while decreasing aged inventory by 15% annually.

North Coast Resource Development LLC Cleveland, OH Jan. 2006 – Jan. 2013

GENERAL MANAGER/MANAGING PARTNER

Delivered business development consultative services to companies within franchising, light manufacturing, distribution/logistics, developmental oil, natural gas and mining exploration sectors. Built capital acquisition, marketing and public relation strategies.

Upheld high standard of consistency, authoring company job descriptions, policies, procedures and training program;

Trained top down buy-in and integration of Six Sigma, 5S, Total Quality and Safety Program philosophies, resulting in up to 35% in operation savings and increased job satisfaction.

Enabled drive in capital acquisition to over $25M for product and/or asset operation expansion or purchase as a result of designing persuasive business and strategic plans for companies; influenced executive level decisions through created plans.

Counseled acquisition team in vetting and qualifying coal mining operation, allowing mining asset estimated market value of $150M; resulted in company’s ability to announce its first operating asset.

PREVIOUS ROLES

CORPORATE OPERATIONS MANAGER Swisher Hygiene Corporation Charlotte, NC

GENERAL MANAGER Parker Rust-Proof of Cleveland Cleveland, OH

EDUCATION & CERTIFICATIONS

BACHELOR OF ARTS, COMMUNICATIONS & MARKETING University of Wisconsin Madison, Wisconsin

ISO INTERNAL AUDITOR SRI Quality System Registrar Inc. Six Sigma Green Belt Certification, Kent State University

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