Customer Service Sales

Tracey Horyczun-Sanguiliano

************@*****.*** 908-***-****

**** **** ****, ****** ******, NJ 07076

Senior Operations Manager

Dynamic leader with 15+ years of experience directing industry-leading organizations in veterinary medicine and rental vehicles to

multimillion-dollar growth and operational improvements. Demonstrated success in identifying new business opportunities, creating and

launching products/services to drive/meet customer demand, implementing management strategy to fully capitalize on targeted markets

and foster enduring customer relationships. Proven history of achieving company-record growth and multimillion-dollar profitability by

building/motivating exceptional teams that implement detailed business plans. Innovative, creative thinker with knack for using cutting-

edge analysis/forecasting to execute ambitious market-entry approaches, process improvements and cost reductions. Exceptional

communicator with highly refined skills in securing internal support for initiatives, developing/leading training initiatives and conducting

public outreach to forge partnerships and generate new business.

Areas of expertise:

Business Development – Operations Management – Strategic Planning – Process Improvement –

P&L – Client Relations – Branding/Product Marketing – Market Analysis/Implementation –

Account/Territory Management – Cost/Benefit Analysis – Team Leadership/Motivation –

Contract Negotiations – Change Management – Start-Ups/Turnarounds –

Training/Development – Vendor Relations – Presentations –

Talent Acquisition/Retention

Professional Experience

Capital One Bank – Perth Amboy, NJ 2013 to Present

District Manager II, Vice President

Orchestrate operations of 14 bank sites in the New Jersey territory. Direct hiring, training, performance oversight of Branch Managers at

each bank location as direct reports, with overall responsibility for 120 collective staff members. Collaborate with 105 banking locations

on business planning. Devise business plan for each bank, conduct training/coaching modules on management, sales, customer service,

conflict resolution, profitability, telephone management, and recruiting and inside/outside sales. Lead monthly staff meetings. Forge key

relationships with business partners (Business Banking, Investments, Associate Relations & Operations)

Honored with nationwide recognition for Top Performance in Associate Satisfaction Score-2013

Banfield, the pet hospital – Scotch Plains, NJ 2005 to 2012

Largest privately owned U.S. veterinary practice, with 700+ clinics, many in PetSmart stores; subsidiary of Mars Inc.

Field Director

Orchestrate operations of 12 clinics in the New Jersey-New York City territory, generating $20M in annual revenue. Direct hiring,

training, performance oversight of practice manager at each clinic location as direct reports, with overall responsibility for 180 collective

staff members. Collaborate with 45 veterinarians staffing clinic locations on business planning. Devise business plan for each clinic,

conduct training modules on management, sales, customer service, conflict resolution, profitability, telephone management, and

recruiting and inside/outside sales. Lead quarterly staff meetings. Forge key relationships with veterinary colleges and business partners

(PetSmart, pet product manufacturers Hills, Royal Canin, and Bayer).

• Honored with nationwide company award for highest revenue growth 3 times: 2007 (20+ percent), 2009 (20+

percent), 2010 (30 percent); drove growth by creating all-encompassing business plans addressing every aspect of operations,

involving all staff in developing shared vision of success. Team approach boosted employee retention to 68 percent from 25

percent.

• Facilitated opening of 40 hospitals throughout Northeast Region, from Maine to Delaware, during previous

territory alignment under which directed operations of 65 clinic locations; hired/trained entire 8-10-member team at each

location. Growth led to revenue increase of 45+ percent in territory, 20 percent increase in market share.

• Initiated practice manager 10-week training program scheduled to be implemented throughout chain, focusing

on providing managers with tools targeting various business segments, including improved client service/medical treatment,

managing P&L amid tightening annual labor budgets, training of non-specialized staff.

• Revamped procedure for opening new clinic locations by created weeklong “soft opening” designed to boost

revenue for “official” opening by promoting clinic to PetSmart customers, providing veterinary services to friends/family

members of clinic staff and veterinarians’ previous clients; “soft opening” typically generated $15K in revenue to $3K for

previous process of Saturday grand opening.

• Boosted recruitment of veterinarians from prestigious University of Pennsylvania program by sponsoring

campus events focused on business aspects of clinical practice, arranging meetings with school alumni to promote Banfield; as a

result, doubled number of Penn applicants within 2 years.

• Collaborated on development of “New Hire Orientation” nationwide program for recruiting, development and

retention of support staff, assisted with training of program “coaches;” college recruitment program targeting graduates of 7

veterinary schools in territory.

Enterprise Rent-a-Car – New Jersey/New York markets1991 to 2004

Leading provider of rental vehicles for commercial, consumer markets.

Regional Rental Manager (2001 to 2004)

Directed operations for 17 rental locations in Northern NJ Region from Cranford, NJ, office. Led hiring, training and performance

management of 120 employees, including direct supervision of 6-member team. Built service-oriented relationships with business and

community organizations. Conducted presentations on management training, sales opportunities, customer service, conflict resolution,

profitability, telephone management and inside/outside sales. Trained regional managers for other territories.

• Generated 60+ national/local accounts that produced $10M in revenue growth during tenure.

• Secured new revenue stream, resulting in 35 percent growth, by persuading 50+ companies to switch from

leasing employee vehicles to rentals on as-needed basis; won business by performing risk analysis highlighting savings of

$1M+ annually by renting instead of leasing.

• Captured coveted luxury vehicle rental market, fueling fleet performance growth of 14 percent, by negotiating

arrangement with BMW dealership to replace fleet of 300 loaner cars with rentals, including 20 BMW vehicles purchased by

Enterprise from dealer; in addition, Enterprise established satellite rental office at dealership at no cost. Business model

eventually expanded to 15 auto dealerships, including luxury brands Audi, Jaguar, Mercedes and Acura.

• Chosen for team charged with establishing new locations, opening 4 offices and 2 satellite offices that

generated 60 percent increase in revenue within 3 years; scouted real estate to determine best locations, analyzed demographics,

conducted site negotiations, worked with legal team on leases.

• Honored with Diamond Club Award for outstanding performance in fleet growth, profitability, customer

service and employee retention in 2001, 2002; received President’s Award and Exceptional Achievement Award from national

corporate office for team performance in 2003, including ranking above corporate average in fleet growth, profitability,

customer service and employee retention.

• Collaborated on creation of Group Diversity Award to encourage improvement in company culture, including

new training program for managers, establishment of family-oriented, culturally diverse company events each quarter, emphasis

on improving communication internally and with customers; as a result, employee retention rose by 8 percent, leading to 53

percent decrease in recruitment costs.

• Introduced female employee focus group to address problems in retention, involving 100+ women from

Northeast Region and boosting female retention by 21 percent over 3 years.

City Rental Manager (2001)

Directed operations for 7 rental locations in Manhattan/Flushing, NY, including supervising 75 employees. Led account relationship

management initiatives, employee hiring/performance/retention, P&L and fleet growth. Conducted sales presentations for outside

vendors, company executives.

• Led team to record profit of 84 percent for territory and 27 percent growth in fleet performance.

• Identified new revenue stream that provided consistent double-digit annual growth by arranging fleet rentals

of 50-100 vehicles for production companies filming movies/TV shows in New York City area; productions serviced include

“Vanilla Sky” and “Spider-Man” movies, “Oz” TV series. Business model also resulted in improved resale value for vehicles

due to low-mileage usage.

• Achieved Northeast Region’s top customer service ranking of 78 percent of customers surveyed reporting

“complete satisfaction,” resulting in numerous employee awards.

• Chosen for Diamond Club Award for outstanding performance in fleet growth, profitability, customer service

and employee retention.

Area Rental Manager (1998-2000)

Directed operations for 5 rental locations in Ronkonkoma, NY, including supervising 35 employees. Managed P&L, customer service,

employee development and fleet growth. Interacted with customers and vendors, conducted training on sales, service and profitability,

administered employee reviews/promotional tests, introduced marketing programs to enhance fleet growth and customer satisfaction with

vendors.

Enterprise Rent-a-Car – Continued

• Achieved 2 consecutive years of excellence in customer service (78+ percent of customers “completely

satisfied”), employee retention (80+ percent).

• Earned Diamond Club Award in 1998, 1999 for outstanding performance in fleet growth, profitability,

customer service and employee retention.

Additional Experience/Enterprise Rent-a-Car

Branch Rental Manager; Inwood/Baldwin/West Islip, NY

• Directed operations at 3 branches with 5-10 employees each.

• Chosen for 3 consecutive group “Balance Awards” for outstanding performance in fleet growth, profitability

and customer service, ranking in top 25 percent of branches in group.

Assistant Branch Rental Manager; Great Neck/Floral Park, NY

• Directed 4-person operation consisting of front counter, customer service, revenue generation.

• Achieved Top Sales Monthly Performance Award 14 consecutive months.

Management Trainee/Management Assistant; Baldwin, NY

• Chosen for Top Customer Service Employee award.

Education

Bachelor of Arts, American Studies – Oswego State University – Oswego, NY

Professional Development

Multicultural Leadership Training, Targeted Sales Training, Management Development – Enterprise Rent-A-Car

Mars Leadership 1, Women Leading Powerfully – Banfield

Professional/Community Affiliations

Participant, Women Leading Powerfully

Member, American Society for the Prevention of Cruelty to Animals

Volunteer, North Plainfield, NJ, Food Bank

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