Customer Service Manager

Peter Plantico

Roswell, GA *****

CAREER SUMMARY

Accomplished building material distribution professional with

broad experience in managing both operations and sales teams.

Extensive background in both the administrative and sales

functions necessary for success in attaining objectives in

revenue, profitability and operations management. Demonstrated

competence in reviving underperforming teams. Recognized as an

effective, consistent and motivational team builder with the

ability to deliver bottom-line results. Motivated by the belief

that customer service and a customer’s well-being is fundamental

to fulfillment of a company’s objectives. Specific expertise

includes:

* Operations Management

* Inventory Control

* Customer Service

* Accounts Receivable

* Revenue Growth

* Margin Improvement

* Teambuilding & Training

* Cost-Reduction Strategies

* Order Fulfillment

PROFESSIONAL EXPERIENCE

Norandex Building Materials Distribution, Atlanta, GA

2009 - 2010

Distributor of exterior building products. Norandex is

Saint-Gobain Building Distribution's largest North American

distribution subsidiary. Saint-Gobain has over 4200 distribution

outlets in 27 countries, recording annual sales of $25 billion.

Branch Operations Manager

Oversaw all non-sales aspects of the branch’s daily operations,

including customer service, inventory control (perpetual,

receiving and shipping), working / petty cash, warehouse safety

and appearance, receivables, payables, recurring and

non-recurring expenses, and human resources (payroll, benefit

liaison and training of warehouse and office staff).

* Transformed branch’s culture from a negative, low self-esteem

to a high performance, high efficient, high self-esteem culture.

* Assisted District Manager in increasing sales revenues $1.2

million (annualized) to $5 million (annualized) in 16 months by

exemplary customer service.

* Transformed "difficult" customers into loyal, repeat guests by

leveraging strengths in premium service delivery and ability to

find win-win resolutions.

Wolf Camera, Atlanta, GA

2005 - 2009

Wolf Camera is owned and operated by Ritz Camera & Image, a

photographic retail and

photofinishing specialty store. Annual sales in its 300+ stores

is thought to be $1 billion.

Sales Associate / Key Lab Technician (Level IV)

Retailed commission-based sales of cameras and photofinishing

products. Also performed critical lab functions involving imaging

equipment.

* Mentored store managers at underperforming locations.

* Successfully transformed stores to a level at which they

received the President’s Circle of Excellence Award on a

consistent basis by heavily emphasizing customer service.

* Transferred to a store ranked last of 125 in our region in

2008. By February 2009 it was ranked #11 in the entire company

and was one of a handful of stores that remained open in the

Atlanta area when Ritz Camera declared Chapter 11 bankruptcy.

IBEU (Institute of Brazil and the United States), Fortaleza,

Brazil

2005

IBEU - Instituto Brasil-Estados Unidos is a private school which

specializes in teaching English as

well as American culture to all ages of Brazilians.

Teacher

* Taught English at Levels: Beginners, Intermediate I and

Intermediate II.

* Obtained a Teacher Training Certificate.

Prime Supply Windows and Doors, Milwaukee, WI

1997 - 2003

Independent wholesale distributor of vinyl, aluminum and wood

replacement and prime windows, aluminum and vinyl storm windows,

prime replacement and storm doors, and related accessories to the

home and commercial remodeling industries, as well as the new

construction industry.

General Operations and Sales Manager

* Managed the sales force, vendor relations and the

administrative staff on a daily basis.

* Increased sales revenues from $800,000 to $2.5 million by

expanding product lines, developing new markets and increasing

employee productivity.

Alside Supply Center, Milwaukee, WI

1977 - 1997

Alside Inc., a subsidiary of Associated Materials Inc., is a

manufacturer of vinyl siding, windows, doors, fencing, and

railing products for the new construction and residential

remodeling markets.

Approximately $1 billion in annual sales.

Supply Center Manager

Began as Lead Warehouse Foreman when facility was opened.

Elevated to Office Manager / Credit Manager the following year.

Performed as Territory Sales and Sales Manager before becoming

Supply Center Manager. Administrative and sales responsibilities

included A/R, A/P, inventory control, deliveries, subcontractor

installations, homeowner liaisons re product complaints,

staffing (administrative, warehouse, trucking and temporary

labor), creating and implementing annual Supply Center budgets,

forecasting and attaining sales quotas for individual product

lines, maintaining active membership in local NARI chapter,

contacting new and current customers to present products, sales

methodologies and business models, assisted customers at home

shows and providing in-home product demonstrations as needed to

train with new products.

* Supply Center was profitable every year.

* Consistently ranked in top 5 nationally in gross profit,

despite being in the smallest category according to sales

revenue.

* Boasted of having the longest tenured staff of any Supply

Center.

* Consistently ranked highest in customer retention and loyalty.

HONORS AND AWARDS

* Alside Presidents Award for Lifetime Achievement

* Nominated for Alside Supply Center Office Manager of the Year

Award: 1994

* Alside Credit Manager of the Year Award: 1987 and 1993

* Nominated for the Alside Supply Center Credit Manager of the

Year Award: 1988, 1990, 1992

* Alside Supply Center of the Year: 1990

* Alside Special Achievement Award: 1987

* Alside Office Manager of the Year Award: 1986

EDUCATION

BACHELOR OF SCIENCE (BS) IN PSYCHOLOGY, 1978

University of Wisconsin, Madison, Wisconsin

TEACHER TRAINING CERTIFICATE, 2005

IBEU (Institute of Brazil and the United States), Fortaleza,

Brazil

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