Customer Service Program Manager

SAMUEL P. ORLANDO

Nokomis, Florida *****

(***) *27 – 3120 **********@*****.***

www.linkedin.com/in/samporlando

mailto:*********@***.***

SUMMARY

Decisive Program Management Professional with strong problem-solving and relationship management abilities who brings a high level of energy and a broad range of business expertise to meet any challenge.

KEY QUALIFICATIONS

Project / Program / Risk Management

EVMS / MS Project / MS Excel / MS PowerPoint

Strategic / Business Planning

Customer Service / Account Management / Staff Supervision / Team Building

Sales and Budget Management

ACHIEVEMENTS

Led successful proposals, contract negotiations and subsequent projects resulting in over $300M in sales.

Managed accounts totaling $2-50M per year

Increased annual revenue $2 million by rebuilding business relationships and introducing and promoting products and services to a long-neglected market segment.

Teamed with international partners to offer expanded product features resulting in $2 million in annual sales.

Led customer service team which increased customer satisfaction and exceeded department metrics

PROFESSIONAL EXPERIENCE:

Program Manager, Triumph, Windsor, CT April 2019–Present

Lead Boeing, Northrop customer service interface for new production (CH-47, F18, V22, F35).

Managed OEM, MRO, Distributor accounts for sales, product repair and overhauls.

Led cross-divisional project teams to establish accurate and comprehensive project plans, define deliverables and manage risk, issues and conflict resolution.

Successfully recovered several overdue programs.

Customer Service Manager, Pratt & Whitney, E. Hartford, CT (Temp Assignment) Dec 2016–Mar 2019

Managed pre/post-Entry Into Service deliverables for the GTF engine programs.

Facilitated and led customer service interface with the airline/operator in support of EIS.

Ensured program progress is on schedule while meeting all customer requirements.

Project Manager, Presstek, So. Hadley, Ma (Plant Closed) April 2015–June 2016

Initiated, planned, executed, monitored and controlled projects per our Stage Gate process to facilitate new product introductions, including alpha and beta field testing.

Responsible for weekly project status report out to senior executives.

Managed re-branding of supplier’s equipment under the Presstek brand.

Sourced and secured “impossible to get” supplies.

Customer Business Manager, Alcore, Edgewood, MD (Temp Assignment) Feb 2014–Mar 2015

Responsible for enhancing airframe / airline customer satisfaction and leading the Customer Service Department.

Interfaced with the Sales team, managed the incoming request for quotes and facilitated the subsequent quote submittals.

Monitored and mentored various department personnel on key strategic projects.

Practiced schedule compression and crashing techniques to achieve on time delivery.

Director of Strategic Projects, Smith & Wesson, Springfield, MA Apr 2012–Aug 2013

Responsible program leader for the project oversight, execution and report out to C level executives.

Developed the Project Management Office (PMO) to ensure consistent high quality project execution.

Created project charter, worked closely with sponsor / stakeholders and designed project metrics, dashboards, swim lanes and respective counter measures and action plans.

Project manager in the PMO for the year long ($400M) design and implementation of company wide enterprise resource planning (ERP) system – SAP ECC 6.0.

Business Unit Manager, Swift Textile, Bloomfield, CT (Bus Unit Closed) Feb 2010–Apr 2012

Oversaw the transformation and growth from selling discrete product lines to the birth of a stand-alone dedicated business unit supporting the F135 aircraft program.

Responsible for oversight of customer service, sales, contracts and engineering and production.

Led the documentation of all processes and the subsequent process improvements resulting in AS9100C certification.

Responsible for the total staffing of the new business unit and supply chain management.

Under my management the business unit maintained high level OTD, KPI and Quality metrics.

Orchestrated the business unit’s 5-year strategic plan and doubled annual revenues.

Program Manager, Ensign Bickford Aerospace, Simsbury, CT 2007–2010

Leader of programs / product development activities, R&D projects and proposals for space and aerospace energetics.

Responsible for Bookings, Revenues and Gross Margin on assigned projects / product lines.

Utilized cross-functional teams and matrix organizational techniques to manage the development and implementation of strategic initiatives.

Proactively identified gaps in processes to determine the most effective means to close.

Utilized root cause and risk management analysis to ensure project success.

Project Leader, K and M Electronics, Division of ITT Industries, West Springfield, MA 2002–2007

Planned, estimated, and provided day-to-day management, leadership and administration of aerospace and defense projects, ensuring adherence to company development standards and financial goals.

Responsible for Voice of the Customer (VOC), building relationships and growing sales.

Key leader/contributor on company-wide initiatives (i.e. Product Life Cycle Management (PLM), Enterprise Resource Management (ERM) and Hellfire Product Cost Reduction).

Director New Products Area, Kollmorgen, Northampton, MA (Bus Unit Closed) 1996–2002

Led the Division’s new product introduction and business development activities.

Developed strategic marketing plans for all new electro-mechanical products and led the product proposal pursuits.

Directed the Regional Sales Managers and Reps new business and account management activities.

P&L responsibility.

Directed the product development, manufacturing, earned value management, test and delivery for key Navy and Army customer accounts via management of cross-functional teams.

Project Engineer / Bus Dev Mgr, Hamilton Sundstrand (Raytheon), Windsor Locks, CT 1987–1996

Led Space Shuttle and Aircraft design, qualification and test projects and proposals.

Project Engineer, Vermont Yankee Nuclear Power Plant, Vernon, VT 1983–1987

Led plant turbine, mechanical equipment and piping maintenance and upgrade projects.

EDUCATION

Masters in Business Administration, Marketing, Western New England University, Springfield, MA

Bachelor of Science, Mechanical & Industrial Engineering, Clarkson University, Potsdam, NY

Bachelor of Arts, Physics, State University of New York, Geneseo, NY

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