Resume

PAUL L. LAGATTUTA
North Syracuse, NY 13212 (315) 458-5973 lagattuta_syr@msn.com

BUSINESS/OPERATIONS MANAGEMENT

V ersatile leader, relationship developer, operations manager and team-centered professional with over 15
years distinguished business experience in the healthcare, financial and customer service fields. Skilled in
quickly assimilating new industries, sales goals, business benchmarks data metrics and surpassing
expectations. Seasoned in workflow streamlining, upgrading efficiencies and maximizing corporate resources.
Track record of mentoring employees to bring out their highest potential and create a culture of performance.
Project Management Training Operations Development Logistics Customer Service Compliance
Client Satisfaction Troubleshooting Proactive Resolutions QC/QA Best Practice Procedures
Cost Cutting Process Development Business Strategy HR Functions Financial Duties Administration

Key Accomplishments
Supervision/Leadership

* Recognized by Executive Management for superior work ethic and high degree of attention to detail.

* Promoted continuously to areas of increased responsibility and leadership due to outstanding services
and willingness to take on additional roles.

* Worked “hands on” with all levels of the company to gain insight into business procedures, re-
engineering ineffective processes to reduce waste, downtime and costs.

* Led staff development within the Customer Service Center, integrating greater efficiencies into
dealing with clients and resolving 1M+ service calls < 12 months.

Accounting and Financial

* Tasked with management of the 2 largest account, exceeding $1B each in semi-annual payments.

* Performed in-depth analysis of bank-wide systems to further upgrade workflow and maximize the
bottom line.

* Rocketed YOY gross sales dollar increase 17% to 42% through troubleshooting, identifying areas of
waste and inefficiencies and executing a large-scare re-structuring of export procedures.

* Saved $250K in repeat service calls through creating a more proactive lease statement in project
team.

Communication/Interpersonal

* Leveraged HR skills including recruitment, mentoring, one-on-one coaching and getting personnel to
identify and work on areas of weakness to set and accomplish aggressive yet realistic financial goals

* Served as a liaison between customers, sales reps and other departments to ensure best practices in
shipping, AP/AR, billing, invoices and any complaints were solved in a timely manner.

* Collaborated with a wide range of clients from diverse backgrounds in identifying their particular
needs and educating them in investment and insurance product strategies.

* Earned and awarded the first of 100% on all customer service parameters in the call center.
 Resume
PAUL L. LAGATTUTA PAGE TWO lagattuta_syr@msn.com

PROFESSIONAL EXPERIENCE

ST. JOSEPH’S HOSPITAL HEALTH CENTER – SYRACUSE, NY 2007-2010

Student Nursing Assistant III

THE BANK OF NEW YORK – SYRACUSE, NY 2001-2006

Accounting Clerk 2001-2003
Work Flow Coordinator 2003
Section Manager/Assistant Treasurer 2004-2005
Corporate Trust Analyst 2005-2006

MORGAN STANLEY DEAN WITTER-SYRACUSE, NY 1999-2000

Financial Advisor

PRIMUS AUTOMOTIVE FINANCIAL SERVICES- FRANKLIN, TN 1996-1999

Customer Service Representative I 1996-1998
Customer Service Representative II 1998-1999

ENCON INDUSTRIES, INC-FORT WORTH, TX 1993-1995

Sales Coordinator/Customer Service

** ** **

Career Note: Additional excellent experience as Certified Home Health Care Aide, Franciscan Health
Support. Associate Financial Advisor, M&T Investment Group. Bartender/Waiter, Opryland Spring
House Golf Club. Details furnished upon request.

EDUCATION
Master of Business Administration ~ Business Policy and Strategy/International Management
University of Texas at Dallas
Bachelor of General Studies ~ Business and Management
Louisiana State University

TECHNICAL SNAPSHOT
ALS, LeMans, Office Vision, MicrosoftWord, Excel, Lotus 123, A Plus, Statistical Analysis System (SAS),
SUNGUARD BondMaster, CertMaster

PROFESSIONAL DEVELOPMENT

Zig Ziglar’s See You at the Top! Seminar, Primus Charter Member: Toastmasters, Ford Motor Credit
Leadership and Customer Service Training, Bank of New York: Preventing Sexual Harassment, Performance
Reviews, Interviewing, Managing People Seminars.