Manager Management

Carolyn M. Capoferri *** Ridgeview Drive Morgantown, PA 19355

(484) 429 – 3988 ********@***.***

E XECUTIVE P ROFILE

Results oriented, motivated and entrepreneurial-minded leader with a proactive team oriented approach. An

effective communicator with strong conceptual, analytic, planning and execution skills.

Operations Leadership Administration & Human Resources

Quality Assurance Strategic Planning

Business Management Project Management

Accounting Marketing

E XPERIENCE

MedX, Malvern PA October 2003 – Current

MedX is the leading provider of quality and cost-effective surgical and aesthetic solutions in the northeast. With a multi-

million dollar inventory, MedX rents and sells surgical and aesthetic technology to physicians.

Director, Operations

Leadership: Responsible for day to day management of this $2M aesthetic laser rental business, reporting directing to the

CEO. Provide a stabilizing influence and promoted an excellent environment conducive to increasing efficiency, enhancing

quality and strengthening financial results.

Client Services: Facilitate program implementation with hundreds of physicians in the northeast corridor; establishing strong

client relationships focused on revenue and profitability.

Infrastructure Design: Developed requirements and manage development of procedures infrastructure to support the

business including client billing and marketing database, equipment usage tracking, and advance telecommunication systems.

Marketing / Web Development: Create and manage company marketing initiatives including collateral materials,

website, client implementation materials, direct mail, workshop planning & execution.

Financial Analysis and Reporting: Manage the monthly close and financial review process, presenting to the CEO; tracking

costs, revenues and sales projections to ensure profitability of business.

Human Resource Administration: Direct all HR activities including recruiting, interviewing and employee selection. Created

job descriptions and key performance indicators for all roles within the organization.

Acquisition Execution: Company has been sold twice in the past ten years. In both cases, acted as the primary liaison

between past owner, business broker, and new owner to ensure all due diligence information was properly presented. Ensured

smooth transition of ownership, focusing on client and employee retention. Remained key member of leadership team through

both acquisitions.

Direct Energy Essential Home Services, Havertown, PA August 1998 to October 2003

As a fully integrated energy company, Direct Energy is one of the largest retail providers of electricity, natural gas, and home

services in all of North America

Director, Client Services & Operations

Market Planning & Preparation: Key contributor in developing value proposition and differentiation strategy for highly

competitive, fragmented consumer market. Performed extensive research to determine consumer needs, competitive

challenges and available opportunities within the marketplace.

CRM Development: Designed and implemented call center for $12M home service business. Consolidated local offices

to form an effective, efficient call center. Created and implemented key success indicators, call scripts, and associate

incentive programs designed to maximize staffing levels while exceeding customer expectations.

Associate Development: Empowered a group of 36 associates to work effectively as a team in order to achieve personal

and company objectives. Through use of individual development plans, the group consistently exceeds team objectives

while maximizing personal achievements.

Champion of the Customer: Cultivated a “customer comes first” culture throughout the organization. Implemented

customer satisfactions surveys and benchmarks. Increased satisfaction rating from initial measure of 89% to 96%.

Marketing Manager

Web Site Development: Managed development of company web site from conception to implementation; incorporating

interactive capabilities and value added components to encourage repeat traffic to the site.

Customer Acquisition: Implemented and monitored the success of a $2.3M marketing campaign, including TV

commercials, yellow page directories, newspaper and magazine advertisements to establish brand presence and acquire

new customers. Initial campaign increased new business revenue 120%.

Supplier Relations: Cultivated and managed relationships with various suppliers to maximize partnership opportunities,

develop cooperative marketing programs, and negotiate cost of products and services being purchased.

Rosenbluth International, Philadelphia, PA November 1991 to August 1998

nd

Founded in 1892, Rosenbluth International grew to be the 2 largest travel management company in the world before it was

acquired by American Express in 2003.

Project Marketing Manager

Strategic Planning: Key contributor in strategic plan and development of a new line of business: Travel Service Solutions,

designed to export products and services to the travel agency community.

Product Development: Managed project plans and cross functional teams for new product offerings.

Account Management: Cultivated and managed client relationships; maintaining 99% client retention over a two-year

period.

Financial Analysis: Tracked costs, revenues and sales projections to ensure profitability of each product, client account and

overall line of business.

Market Research: Assessed competitive market environment regarding products, price, promotion, and positioning to identify

trends and develop new strategies.

Call Center Staffing Manager

CMS Management: Ensured efficient and effective service levels for clients through proactive monitoring of phone statistics

and productivity on a daily basis.

Resource Allocation: Developed long term plans and maintained daily staffing levels for revenue producing associates to

adequately service client needs within the business unit.

Telecommunications: Liaison between Network Operations and Business Unit to optimize technological means of

communicating with clients.

Operations, Travel Service Associate

Corporate reservation agent for Fortune 500 companies. Booked cost efficient travel arrangements to fit clients needs.

Attended Total Quality Management Seminars and incorporated principles in daily workflow.

E DUCATION

Widener University, Bachelors of Business Administration, Management Major, graduated 1991

Carolyn Capoferri (484) 489 – 3988

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