Pete Serrate Email & Phone Number

Nashville, Tn, Us

Nashville, Tennessee, United States

I am a member of the Lions of Judah Nashville Chapter of the Christian Motorcyclists Association. Currently serving as Vice President and managing the chapters social media pages. Besides riding my Harley-Davidson Road Glide 3 Trike, I assist the chapter with community services such as feeding the homeless. We also attend events to assist underprivileged children and church visits to promote the CMA activities such as “Run for The Sun” and other charities that promote Christianity. For more information, please go to cma.org

Nashville, Tennessee, United States

Chicago, Il.

ClientsACLIVITI: Contact Center & Service Delivery Consultant. Call Center process improvement consulting to improve internal efficiency and the customer experience for a major Chicago corporation with over 100,000 products and multiple contact centers iD Commerce + Logistics: Project Manager onboarding new clients. Successfully onboarding over 60 clients during my tenure. I Managed the project teams consisting of internal IT and Operations as well as client Operations, IT and Marketing subject matter experts Third Millenium Associates: Software implementation to manage the business. Implemented a software program to manage the business internally and externally allowing for Significant Improvement in the customer experience C Level executive with experience in multiple industries. Strength in driving operational excellence and service transformation that leads to customer loyalty and retention. • Project Management • Third Party Logistics and Supply Chain Management• CRM, ERP, SAAS and Ecommerce Implementations• Systems Used: Oracle 11i; SAP; IBM Worldspere; Magento; Shopify; Amazon; Oracle CRM and Saleforce, Veracore Warehouse Management System• Contact Center Management and Strategy Execution. Customer Experience Improvement• Six Sigma Green Belt• Process Improvement• Mergers & Acquisition• Fluent in English and Spanish.

Becker Professional Education Division - Downers Grove Illinois

Formerly DeVry Education Group.Responsible for the Customer Service function at Becker. Reporting to the Becker President with seven direct reports covering the contact center, distribution, IT systems administration, and training. Becker was a division of DeVry, Becker offers classroom, self study and on-line classes in CPA, ACCA and USMLE review for exam preparation. Adtalem Education Group is a market funded higher education company and is the parent company of DeVry University, Keller Graduate School of Management, Ross University, Chamberlain College of Nursing, Carrington and DeVry Brazil. •Improved Net Promoter Customer Satisfaction scores from 25% to 55%. The DeVry CEO recognized the Becker Customer Service department as best in class within DeVry at a quarterly DeVry meeting•Improved student self service registrations from 40% to over 75% by implementing a Student Registration System using the IBM/Sterling ecommerce platform•Reduced the new hire on-boarding process from four months to three weeks by implementing a new recruitment process and training program•Reduced service inquiry turnaround from 40% within 24 hours to over 95% with implementation of the Oracle CRM incident-tracking tool for documenting and working of student inquiries. Led a cross functional team that implemented the sales and marketing portions of the CRM. •Reduced student service calls to registration calls ratio from 5:1 to 1:1 by implementing a self-service knowledge database for students.•Led the reduction of B2B receivables from $4 million to under $500K and receivables have been maintained at no more than 30 - 60 days outstanding since. •Improved agent quality scores from 75% to 90% by implementing customer service call monitoring using a third party vendor. First contact center call monitoring to be implemented at DeVry•Provided students with another form of contact by implementing a CHAT feature in the Becker Customer Service Contact Center. First at DeVry

Northbrook, Illinois

Underwriters Laboratories, LLC is an independent, product-safety testing and certification organization. UL has tested products for public safety for more than a century. Improved customer satisfaction by 30% and reduced safety testing time to six weeks. Built a customer service department from the ground up. Included workforce management, CRM, ERP and all the modern telephony equipment.

Greater Chicago Area

MetalMaker was a B2B exchange in the steel industry. Led a team that developed the strategy and executed the implementation of a customer service department for a start-up company. Ran the operations and negotiated service agreements with vendors. Company ran out of funding in 2002

Sterling Plumbing Division Greater Chicago Area

Built a team that developed an overall customer service strategy and executed the consolidation of multiple businesses and customer service operations. Improved customer satisfaction and reduced cost.Sterling was a division of Kohler, a privately held company that manufactures and sells plumbing fixtures. The Sterling division was consolidated to Kohler, Wisconsin in 2000.

Greater Chicago Area

A global manufacturer and distributor of animal health pharmaceuticals and vaccine. Parent company is Mallinckrodt Chemical, Inc. based in St. Louis. The Animal Health division was sold to Schering-Plough in 1998.Reduced operating expenses by $2 million dollars by leading a cross functional team in the design, direction and implementation of the strategic plan for global manufacturing and supply chain organization. Participated in the due diligence process for the sale to Schering-Plough.

Greater Philadelphia Area

SmithKline Beecham (now GSK) and PfizerSaved over $2 million in operating expense by consolidating multiple customer service operations into oneSaved over $5 million in product distribution and freight expense by consolidating 22 distribution centers to 8 centersSuccessfully led the merging of SmithKline and Beecham Customer Service and Fulfillment Operations. Saved $2 million by successfully consolidating all operations after the Pfizer acquisitionInvolved in extensive merger and acquisition activity with the SmithKline Beecham merger and the Pfizer acquisition

Mba, Business

Activities and Societies: Presentation TeamMasters in Business Administration. St. Joseph's MBA was ranked 15th in the US for 2013

Bachelor Of Science, Marketing

Activities and Societies: Member of the Marketing SocietyMajored in Marketing

Certificate, Logistics, Materials, And Supply Chain Management

Activities and Societies: Supply Chain TeamTwo week intensive course in Logistics Management

Project Management

PMP Project Management Certification Course PMP/CAPM Certification Course Microsoft Project Level 1 & 2 Certification Microsoft PowerPoint.