Customer Service Manager

Charles “Nathan” Wannall *** Clark Street Ext.

Groton, NY 13073

607-***-**** ******.*******@*****.***

PROFILE: National Account Professional with experience in developing and fostering national client relationships

at the C-Suite level as well as managing a team of National Account Executives. Key areas of expertise:

Contract Negotiation Data Analysis Operations in Seniors,

Healthcare, and Campus

Program Implementation Customer Relations

Services

Leadership & Mentoring Change Management

Supply Chain Logistics Value Added Sales

PROFESSIONAL EXPERIENCE

January 2011 – Senior Director, National Accounts – entegra Procurement Services

National responsibility for the Senior Service Division of entegra Procurement Services. Responsible for

Present

development of the division strategy, overall value proposition, P & L, direct client interaction, directing National

Account Executives managing client portfolios, and the development of interdepartmental teams designed to

restructure the way entegra approaches their business. Portfolio with 26 of the largest national Seniors groups

with over 9,700 client locations. The Seniors Segment represents 31% of the total entegra program with purchases

in excess of $1.2 Billion.

December 2001 Regional Account Manager – entegra Procurement Services

- January 2011 Regional responsibilities for unit sales, customer service, program training, unit analysis and problem resolution

for the Northeast and Eastern Seaboard for entegra (Maine to Georgia).

General Manager of Food & Nutrition – St. James Mercy Hospital & MercyCare Facility,

June 1992 –

Hornell, NY

Responsible for the direction of all aspects of the Food and Nutrition departments for this multi-unit facility for

January 2002

Marriott Management Services and Sodexo. Also transitioned these locations from a traditional cook program to a

cook/chill program.

August 1991 – Director of Food Services – Crouse Community Center, Morrisville, New York

Responsible for the direction of all aspects of the Food and Nutrition departments for Marriott Management

June 1992

Services for this 120 bed long term care facility. Designed kitchen for this new facility and set up a Diet

Technician training sight in conjunction with SUNY Morrisville

August 1988 – Director of Food Services - Garret Smith Memorial Infirmary, Eaton, New York

Responsible for a 95 bed long term care facility. Opened this unit for Marriott Manage ment Services. Closed the

August 1991

facility for Madison County and opened the newly built Crouse Community Center. All Director responsibilities

as above for a single unit operation.

Various progressive management positions in Educational Services (also known as Campus Services) for Marriott

Sept. 1978 -

Management Services and Saga Corporation in VA, NC, AL and NY

July 1988

EDUCATION

Master of Science – Management, Keuka College: Keuka Park, New York, May 2008

Bachelor of Arts - Religious Studies, Minor - Psychology. Virginia Commonwealth University: Richmond, Virginia, May

1983

CERTIFICATIONS, Past and Present

Certified Dietary Manager through the Dietary Manager’s Association

Certified Crisis Manager, Food Safety through the Marriott training program

Certified Instructor for Applied Foodservice Sanitation through the Education Foundation of the National Restaurant

Association

Certified Instructor for ServSafe Program through the Education Foundation of the National Restaurant Association

Certified Instructor for “Front Line Leadership” via Zenger-Miller

Re-Certified Instructor for ServSafe Program through the Education Foundation of the National Restaurant Association

Certified CPR Instructor through the American Heart Association

AWARDS, ADDITIONAL TRAINING OR OTHER PERTINENT INFORMATION

Satisfaction Leadership Award for having the highest scores in overall Satisfaction with entegra for F/Y 2006 : January

2007

Service Excellence Award for having the highest scores in customer service during the 2006 fisca l year: January 2007

Satisfaction Leadership Award for having the highest scores in overall Satisfaction with entegra for F/Y 2005 : April

2006

Service Excellence Award for having the highest scores in customer service during the 2005 fiscal year : April 2006

Nominated for the 2003 “Developing Our People Award” for the development of an interac tive training CD-ROM:

Sept. 2003

International Who’s Who Among Professionals: 1998

Item Writer for Certifying Board of Dietary Manager’s Exam: 1998, 1999

PROFESSIONAL AFFILIATIONS AND COMMUNITY SERVICES

American Senior Housing Association, Advisory Level: 2011 – Present

Elected to the Groton Central School Board of Education ; Groton, NY: 2010 – 2013

• President, 2011 & 2012

Member DMA (Dietary Manager’s Association): 1988 – 2000

• Item writer for DMA national certification exam, 1998 & 1999

United Way Allocations Committee; Hornell, NY: 1997 – 2001

Camp Good Days fund raising for free summer ca mp program for kids with cancer; Rochester, NY: 2007

Wellness G.I.F.T.S. Summer camping retreats for kids with special needs and their families; Bath, NY: 2004 - 2007

Elected to the Canaseraga Central School Board of Education; Canaseraga, NY: 1996 – 2001

• President, 1997

• Vice President, 1998

Committee Chairman for Canaseraga Cub Scout Pack 1030 ; Canaseraga, NY

• Began a new pack as a spin-off from the Boy Scout organization, 1999 – 2002

• Assistant Cub Scout leader, 1997 – 2000

Canaseraga Fall Harvest Festival Committee; Canaseraga, NY: 2000 – 2002

Southern Madison County Ambulance Corp; Hamilton, NY: 1987 – 1992

• Community and Ambulance Corp instructor - CPR

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