Peter Miraglia, Mba Email & Phone Number

Wayne, New Jersey, United States

United States

- Responsible for recruitment and training of staff.- Addressed and resolved escalated Customer Service and Technical Support calls to ensure customer satisfaction.- Liaison between Sales Rep & Manufacturing/Supply Chain to reduce lead time and ensure customer satisfaction.- Collaborated with IT team to ensure the Customer Service Department to work remotely. - Collaborated with manufacturing to improve existing delivery time- Collaborated with department leaders to improve processes.

Carlstadt, New Jersey

Long Island City

Developed and Implemented new procedures for order entry.Management of House Accounts(Ferragamo, Jimmy Choo, Celine)Preparation of quotes and order entry for Inside SalesDeveloped improvements with existing CRM software Netsuite.Collaborated with multiple departments to ensure timely fulfillment of orders

Northvale, Nj

- Responsible for recruitment and training of staff.- Responsible for developing job descriptions of all positions within the Customer Service Department.- Addressed and resolved escalated Customer Service and Technical Support calls to ensure customer satisfaction.- Redesigned, documented, administered, and maintained internal processes for training, developing, and growing a high performance department to strive for world class customer service. - Developed and implemented department Quality Assurance process.- Defined and implemented Training and Orientation Process.- Established KPI's, to track expectations and actual performance against yearly goals with department managers, optimizing the performance of the entire team with the implementation of Lean Daily Management Board.- Developed West Coast & Austin Customer Service office to create redundancy and meet goals.- Motivated staff through interpersonal skills to obtain world class customer service.- Assisted IT Department with deployment of new phone system with no down time and minimal technical issues.- Liaison between Sales Rep & Manufacturing/Supply Chain to reduce lead time and ensure customer satisfaction.- Technical knowledge of call center software and measurements that reflect maximum productivity, quality and customer service. This includes both measuring and trending statistics, such as abandoned calls, call wait times and strategies for ensuring accurate, timely, and courteous customer service.- Organized staff schedule in conjunction with call volume to strive for world class customer service.- Developing/mentoring of supervisor team.- Collaborated with IT team to ensure the Customer Service Department to work remotely. - Ensured timely delivery of time sensitive orders.- Collaborated with manufacturing to improve existing delivery time

Results-oriented professional business development executive with over 19 years of success involving all facets of Daily Operations and customer service managementBuild a support team and infrastructure needed to achieve operational objectivesMonitor operational performance against goals to ensure that progress is being madeCollect, monitor, study and interpret data and recommend corrective actionsDevelop, monitor and report key performancesImplement programs and efficiencies that meet organizational goals.Analyze expenses and monitor variances v. budgetsRecommend strategies to managementProject ManagementCustomer SatisfactionCustomer RetentionContract Negotiation

Blauvelt

• Project Manager gathering business requirements, developing Business Specifications, making trade off decisions between quality, costs, resources, scope and time.• Maintained project schedules and ensured on-time, requirements-compliant completion while maintaining high quality standards. • Gathered client requirements and feedback, implementing revisions where necessary to ensure client satisfaction.• Initiated and implemented sales programs with CEO to obtain new contracts and maximize sales, successfully increasing sales growth by $500,000 annually.• Responsible for setting schedules for over 50 drafting consultants, coordinating client appointments and site visits. • Initiated and implemented sales programs with CEO to obtain new contracts and maximize sales, successfully increasing sales growth by $500,000 annually.

Mba, Leadership

M.S., Chemical Engineering

Activities and Societies: Omega Chi Epsilon