Professional Documents
Culture Documents
PO Box 497 Mayfield, NY 12117 (518) 613-4035 (h) (518) 224-2294 (c) tpagano54@gmail.com
http://webprofile.info/apagano/
CORE COMPETENCIES
Team Development / Leadership Optimizing Customer Experience Strategic Planning & Execution Multi-Site / Functional Leadership Performance Improvement / Metrics Supplier Analysis / Negotiations Market Definition / Penetration Resource Identification / Allocation Integrating Technology / Business
PROFESSIONAL EXPERIENCE
SAINT-GOBAIN - Hoosick Falls, NY 2008 - 2011 Regional Customer Service Manager A multi-billion dollar company supplying manufactured goods for the automotive, medical, habitat and aerospace markets Held responsibility for 16 direct reports located in three geographical areas. Provided ongoing customer support and order management, tracking customer sales activities, products and errors to improve both customer service and sales performance 33% reduction to labor costs achieved by developing and implementing a consolidation program to improve operations efficiency. Improved entry rates 50% as a result of implementing key training processes and succession planning and developing a position backup plan. 67% improvement to customer response time achieved through better resource allocation and utilization across multiple business units. Dramatically improved customer support levels for a $68 million business by redesigning the account distribution model by CSR and product line. Cut ticket-processing time 81% by designing and implementing Saleslogics for ticket processing and customer management. Successfully integrated 100% of standard stock product inventory into an automated parts number system by analyzing standard vs. nonstandard custom inventory elements. Redirected the key focus for the company, moving from a product to service concentration by providing key leadership in the development and execution of domestic and international service initiatives. 50% reduction to time from order receipt to entry achieved by collaborating with customers on the implementation of enhanced order review and correction processes. LATHAM INTERNATIONAL - Latham, NY Director of Design & Corporate Support Services (2005 - 2008) 1994 - 2008
Direct reports: 53
A $500 million manufacturer of polymer, steel and fiberglass swimming pools, vinyl liners, safety covers and auto covers, thermoform steps and fiberglass steps. Held responsibility for leading order processing and design standardization for the liner division of the organization. 12% reduction to design requirements achieved as a result of developing a new product archiving and matching database. Resolved customer technical support issues at point of planning with home owner, effectively increasing field performance through the implementation of an ITS solution. 50% reduction to lead time achieved by championing a cross-functional effort to improve delivery time in the company's Canadian business.
Anthony Pagano
Professional ExperienceContinued
PAGE 2 OF 2
Cut lead time more than 80%, generating $150,000 in fee income while incentivizing customers to improve order processes. Eliminated 100% of design engineering costs on specialty product through the development and integration of auto design into order management and operating systems. Director of U.S. Operations (2003 - 2005)
EDUCATION / CERTIFICATION
Bachelor's in Business Administration, Corllins University Lean Six Sigma Blackbelt Certification, Villanova University Value Stream Mapping (LEI), Learning to See (LEI) PO Box 497 Mayfield, NY 12117 (518) 613-4035 tpagano.54@gmail.com