Peter Serrate

Please connect with me if you wish to see a more comprehensive profile that includes publications, more detail on accomplishments and examples of my work. Experienced leader in driving operational excellence and service transformation that leads to customer loyalty and retention. Extensive project management experience. I just completed a 40 hour course in Project Management to obtain my PMP credential. PMP Certification is pending passing the Project Management Institutes PMP exam. Fluent in English and Spanish Strengths: Project Management experience in Contact Centers, CRM (Salesforce, Oracle RightNow Cloud Service, Kana), ERP (Oracle and SAP), eCommerce (IBM, Oracle), Call Routing, Logistics and Supply Chain implementations. National Contact Center customer service strategy development. Directed projects ranging from start-up to consolidation and integration of multiple customer service operations. Led ERP and ecommerce system implementations at multiple organizations. Formally trained in Six Sigma and led process reengineering initiatives at multiple organizations. Designed, implemented and directed customer service contact centers in the pharmaceutical industry, plumbing products industry, educational industry and e-commerce business-to-business exchange in the steel industry. Directed the implementation of the latest technology in Social Media, Customer Relationship Management (CRM) applications, Computer Telephony Integration, Customer Self-Help Web Access, Call Routing, and integrated multimedia customer contact at multiple organizations. Involved in merger and acquisition due diligence and integration at multiple organizations . Planning and strategy development at Mallinckrodt Pharmaceuticals for the global manufacturing supply chain operation. Directed demand management and logistic functions in the pharmaceutical and the higher education industries. Sarbanes Oxley compliance expertise