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johnalyn
---------
10+ yrs
No
Yes
Customer Service Manager / Operations Manager
To Obtain a position in which allows me to apply learned skills while exposing me to new skills and that offers opportunities for advancement
Johnalyn J Graffeo
4 Concord lane
Smithtown, NY 11787
631-382-7712
Profile:
Experienced Manager with exceptional organizational skills.
Strong ability to work effectively under pressure and time constraints.
Established solid relationships with internal and external customers by building trust through follow-up and persistence.
Effective communicator with superior interpersonal skills.
Continuously makes improvements geared towards increasing efficiency and improving productivity.
Experienced with providing support and leadership through out the multi levels that support our entire organization.
Employment History:
Honeywell Int. Syosset, New York
Operations Manager / Customer Service Manager, 1997 to Present
Effectively managed a staff of 16 in New York and El Paso, Texas.
Improved customer resolutions by implementing a helpline for our internal and external customers.
Created a standardized on-line form for customer service to enter shipping issues, and then utilizing pareto charts to focus on the root cause.
Initiated biweekly staff meetings which were designed to increase moral, generate new ideas, and to promote employee awareness and involvement.
Increased productivity by standardizing each workstation and clearly defining processes.
Created a Work Bin system to streamline work assignments within my team.
Reduced department overtime by 30% implementing a crossing training system.
Created training manual for department use, now also utilized for streamlining company acquisitions.
Provided performance coaching and implemented strategies for career development.
Responsible for staff recruitment in New York and El Paso, Texas operations.
Provide annual written performance evaluations for staff and quarterly assessment updates.
Author of BPCS software help desk procedures, which services global internal and external customers.
Proficient at envisioning and implementing modifications in BPCS, which increases efficiency and eliminates human intervention.
Duane Reade Executive Offices: New York, New York
Clerical Support Supervisor, 1995 - 1997
Project manager on standardization of company-wide SKU descriptions.
Responsible for hiring department personnel and providing annual employee evaluations.
Prioritize and assign all duties to support team.
Created an automated fax log to eliminate undelivered purchase orders.
Designed and maintained monthly forecasting, inventory, service reports and charts.
Responsible for vendor database maintenance and updating for the entire chain of 62 stores.
Functioned as a help desk for MS Office software package.
Designed a Retention/Location Schedule, which resulted in improved access to paper files.
Technical Skills:
Sigma Six-Green Belt Certification
Microsoft Office Suite
Education:
Suffolk Community College Commack, NY: Business Management 1999
American Management Association Melville, NY: Performance Measurement For Your Business 1998
Plaza Business Institute Jackson Heights, NY: Certificate in Jr. Accounting
Flushing High School Flushing, NY
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