Customer Service Manager

Joshua A. Nicotra

*** *. **** ***. . *******, MI 49464

616-***-**** . ******.*******@*****.***

Profile

As an insightful and engaged Logistics, Operations, and Financial

leader and longtime mathematician, I help organizations unlock their

true potential by streamlining processes, cultivating the capacity of

people and maximizing profits.

Education

Master of Science in Predictive Analytics Expected Aug. 2014

Northwestern University ? Evanston, IL

Anticipated Graduating GPA: 3.6 / 4.0

Bachelor of Science in Mathematics Dec. 2004

Minor in Computer Science

University of Southern Indiana (USI) ? Evansville, IN

Final GPA 3.21 / 4.0

Six Sigma Black Belt Certification Nov. 2008

Villanova University

Professional Experience

General Manager Jan. 2014 - present

Operations Manager Dec. 2011 - Jan. 2014

MXD Group, Inc. ? Wyoming, MI

In three years time, transformed a transportation hub that faced

significant financial, operational and personnel challenges. In year

one, using creative, lean solutions and the power of collaboration,

the operation posted its first ever, annual profit margin. In year

two, developing an original mathematically based productivity tool,

standardizing operational strategies and teaching / training business

concepts, the bottom line was significantly impacted posting a 7000%

improvement. In year three, leveraging mentorship and driving focus

towards impeccable quality and customer service, profits continued to

increase, key performance indicators peaked and the hub ranked as a

top-level national leader.

Operations Manager Sep. 2009 - Nov. 2011

Business Analyst Nov. 2007 - Sep. 2009

Efficiency Improvement (EIP) Coordinator Dec. 2004 - Nov. 2007

Kenco Logistic Services ? Zeeland, MI / Mount Vernon, IN

Contributed to operational excellence via authentic leadership and

optimized business improvement systems over the course of seven years

and two promotions. As the EIP Coordinator, initiated the workforce

to work smarter not harder by deploying a six sigma based labor and

process improvement program, netting an initial $400,000+ annual cost

savings. Transitioning into the Business Analyst management role,

responsibly handled $4.8 million budget; continually realizing 8%

savings year over year and unleashed the potential in others;

producing well-prepared and management-ready successors. Relocating

as an Operations Manager to a start-up facility directly supervising

30 employees and 3 locations, provided supreme customer service,

created a culture of synergy and established a healthy 3PL

relationship.

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