Customer Service Project Manager

Joseph Conforti

Rutherford, NJ

M: 551-***-****

******.*.********@*****.***

Experienced senior level leader with diverse and extensive experience in the automotive industry.

Strong background in Business and Systems Development and Supply Chain Management. Broad functional experience including Leadership, Negotiation, Operations, Finance, Cross Functional Project Management and Information Systems. Proven track record for creating high performance teams that deliver excellent results while reducing costs through innovation and creativity within all organizations. Volvo Cars USA, 1984-Present

Distribution Center Senior Manager (2006 – 2023)

After Sales Business Development Manager (2001 to 2006) Management Information Systems Manager (1996-2001) Operations, Customer Service and Sales & Marketing Managers (1984-1996) Skills:

Achievements:

• Consistently met or exceeded operating expense budget targets

• Improved Operations from “least performing” to “best performing” DC within first 2 years of hire

• Created performance standards with measurable improvements by 40% year over year

• Customized standard procedures/error corrective action system which Achieved 400% improvement in order accuracy

• Improved labor relations with local union by reducing grievances and improving employee morale

• New Business Development

• Built High Performance Teams

• Strategic Planning

• Innovative Cost Reducing Initiatives

• Key Account Management

• Business and Systems Development

• Management Information Systems

• Union Labor Negotiation Experience

• Supply Chain Management

• Transportation Logistics Management

• Customer Relationship Management

• Staff Training & Development

• Contract Negotiations

• Cross Functional Project Management

• Mentor and Skills Development Coach

• Reduced dramatically grievances and arbitrations by working together with local union

• Implementation of sales & marketing programs which achieved consistent 4% growth YOY

• Created operational retail programs like Mobile Technician, Certified Collision Network, Express and Valet Service, which are still successfully in use today.

• Built strategic partnerships with tire, oil, windshields and battery companies on direct delivery models designed to grow market share

• Created the first web based Volvo Retailer Communication Network

• Responsible for setting up and oversight of Volvos original port processing program

• Responsible for running the Volvo Special Too and Equipment Program, which drove sales and revenues annually over $1M.

• Worked as Consumer Affairs Professional in the New York and Boston markets. Consistently in top performing in volumes and customer satisfaction Professional Development:

Certifications:

Unconscious Bias (2021), Hiring an Employee for Managers (2021), Developing Self Awareness

(2022), Delivering Employee Feedback (2021), Diversity, Inclusion and Belonging (2021), Change Management Tips for Leaders (2021), Leading with Emotional Intelligence (2021), Leadership Foundations (2021), Job Skills: Supply Chain and Operations (2021), Lean Six Sigma Foundations (2021)

Licenses:

Certified Project Manager through American Management Association Certified Green Belt and ISO 9000/14000 Specialist Volunteer / Mentorship Programs:

Seton Hall University (2022-Present)

Power (2023 - Present)

BASTA (2023 - Present)

Education:

Seton Hall University - Advisor, Customer Experience Program West Chester University of Pennsylvania – BS – Business Management Rockland C.U.N.Y. - AAS - Business Administration

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