Customer Service Manager, Sales Support Manager, Collections Manager
Resume:
Joseph S. LaGambina
Plymouth, MA *2360
***.****@*****.***
OBJECTIVE: Secure a management position in the Customer Service, Sales Support, Inside Sales or Credit fields which will utilize my drive to succeed as part of a team while owning the responsibility for flexibility and forward-thinking problem-solving. PROFESSIONAL SUMMARY: Seasoned business-to-business Operations Manager with expertise in the areas of Customer Service, Sales Operations/Support and Credit/Collections. Brings successful team-building and supervisory experience to the process of securing new and repeat orders, accurate and timely order prioritization and post- delivery customer and product support. Leverages the axiom that “the best relationships are made when the chips are down” to build customer trust and loyalty.
SKILLED USER OF: Microsoft Office Products Sage/AccPac FishBowl EDI Processing (SPS)
FreshDesk Quicken/QuickBooks
EXPERIENCE:
November 2017 to Sunrise Systems Electronics – Pembroke, MA Present Manager of Customer Care Services (2020)
*Assumed additional responsibilities for coordinating the activities of product support staff after our merger with a large industry partner in January of 2020.
*Developed reporting metrics and processes for tracking RMA’s, onsite service requirements and revenue forecasting.
Business Development Manager (2017-2019)
*Have overseen annual sales growth of 21% and 16% during 2018 and 2019, respectively.
*Serve as primary sales and support contact for all transit industry customer inquiries and coordinate follow-up with third-party resellers when needed.
*Initiate and promote open dialog with transit industry accounts regarding custom needs and potential new product development opportunities.
*Primary negotiator/quoter of competitive bid proposals to transit industry clients.
*Communications liaison between transit industry customers and internal engineering/production teams during pre-sale, production and post-delivery support.
*Oversee project management of multiple, ongoing design-heavy signage projects with the top public transit industry software integrators throughout the US and Canada.
*Primary in-house customer advocate while tracking promised ship dates and work cross- functionally to ensure timely project completions or proactively report project delays.
*Primary responsibility for resolving past due accounts receivable issues and credit holds.
*Designed and maintain weekly sales metrics reports to Senior Management. January 2006 to MTI Life Jackets - Plymouth, MA
November 2017 DIRECTOR of STRATEGIC BUSINESS OPERATIONS (2017)
*Provided primary sales and customer support for the 4 key national accounts (including Dick's Sporting Goods, West Marine, Amazon and Dunham's Sports which generated nearly 50% of the company's total revenue.
*Identified and optimized opportunities for cross-functional operational efficiencies throughout the organization.
*Coordinated day-to-day operational activities of off-site 3PL.
*Established company-wide metrics to build quarterly report to Senior Management team.
*Assisted with the monitoring of annual operating budget for the organization, drove adherence to its core components and recommended necessary adjustments. VP of SALES AND CUSTOMER SERVICES (2013-2017)
*Assisted new company ownership team with developing the in-house Customer Relationship team while reducing the independent sales representative group, trained new staff and set the course for revenue increases and building relationships with top-20 accounts in each territory.
*Responsible for driving 9 key, national account sales volume and building SMU programs where appropriate from design and presentation to forecasting and initial delivery.
*Met at least annually with key decision-makers to assess assortment configuration.
*Developed and managed 3rd-party, direct-to-consumer drop-ship programs.
*Developed and maintained off-program relationships with non-retail accounts such as Boy Scouts of America, SafeKids Worldwide, Nations Best Sports, the American Canoe Association and various wholesale distributors both domestic and International.
OPERATIONS MANAGER (2009-2013)
*Assumed additional responsibility for warehouse staff, directing all shipping and receiving activities.
*Served as de facto Office Manager, tracking schedules, and property issues. CUSTOMER SERVICE MANAGER (2006-2009)
*Directed daily activity of Customer Service staff to insure the proper flow of all pre-booked orders to the warehouse for fulfillment, timely EDI processing for key account operations and the dissemination of program, product and pricing information to existing and prospective retailer accounts and end-users.
*Served as primary sales and service contact to outside independent reps to approve special pricing requests, closeout sales, and order processing tasks.
*Developed processes and reporting functions to approve and track product returns and repairs.
*Significant contributor to the company’s strategic planning for and participation in trade and consumer shows across the US.
April 2000 to FOUNDER/OWNER
April 2005 All Star Pizza Plus, Inc. – Halifax, MA
*Designed, funded, equipped, and staffed a 28-seat, counter-service restaurant.
*Provided daily, hands-on supervision of all food preparation and customer service operations and performed all in-house A/P, payroll and bookkeeping functions.
*Sold a profitable, on-going operation to another expanding operator. February 1993 to ACCOUNT EXECUTIVE / DIRECTOR OF OPERATIONS February 2000 Resource Development Computers – Hingham, MA
*Established and maintained a nationwide base of customers for buying and selling of new and used mainframe computer hardware.
*Arranged for proper packaging and shipping of in-bound surplus equipment packages.
*Performed all in-house A/P, payroll, bookkeeping and month-end reporting functions. February 1991 to CREDIT MANAGER
February 1993 Hinckley Home Centers – Hyannis, MA
*Lead the credit and collections functions for this 3-store building materials retailer.
*Coordinated the daily activities of collections and A/R team.
*Responsible for resolving the most seriously delinquent accounts to insure repayment.
*Monitored accounts assigned to outside agencies, attorneys and small claims courts. April 1990 to OWNER/OPERATOR
Present M.O.A.R Services Company - Plymouth, MA
*Provide bookkeeping, A/P and checkbook balancing services along with creating periodic pre-tax P/L and balance sheet status reports to small business clients on an intermittent, independent contract basis.
January 1985 to EQUIPMENT LEASE PORTFOLIO MANAGER
February 1991 Colonial Car Lease Co., Inc. – Plymouth, MA
*Developed and maintained national, regional and local vendor and outside broker relationships to steadily and profitably increase year-to-year sales volume.
*Conducted research on new equipment types prior to acceptance into portfolio.
*Coordinated staff activities through credit, documentation, purchasing, customer accounting procedures including early buyout approvals and lease-end processing. January 1983 to COLLECTIONS MANAGER
January 1985 Old Colony Credit Bureau – Plymouth, MA
*Used telephone and written communications to collect debts owed to 3rd-party creditor clients.
*Coordinated the activities of Collections Department staff.
*Researched and implemented an automated collections accounting system.
*Monitored accounts referred to attorneys and small claims courts.
*Conducted periodic telemarketing campaigns to identify and develop new 3rd- party clients.
EDUCATION BENTLEY COLLEGE – B.S. in Business Communications
*Founding Treasurer and 2nd-year President of the Bentley Business Communications Club.
*Frequent writer for the college newspaper and alumni magazine. VOLUNTEER TREASURER/ASSISTANT SCOUT MASTER/STEERING COMMITTEE ADVISOR September 2005 to BSA Troop-39 - Halifax, MA
Present
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