Brett M.

LaFlam
28 Curwen Road
Peabody, MA 01960
(978) 376-2517
MLBML@aol.com
SUMMARY OF ACHIEVEMENTS
• Analyzed operations to discover more efficient ways to utilize resources resulti
ng in better customer communications, anticipation of needs and execution of Pro
ject Management
• Developed and implemented new processes/programs to affect positive change that
saved time (saved Project Managers 2 hours per day) and increased service level
to customers through project information flow
• Significantly improved Customer Service levels and Client satisfaction by reduci
ng complaints and disputed invoices by introducing an email confirmation protoca
l.
• Planned and directed department and managed multiple projects from $2500 to $4.1
Million
• Trained employees and identified the correct employee positioning for Department
PROFESSIONAL EXPERIENCE
Able Home Services, February 2009 - Present
Home Improvement Contractor License #137641, Construction Supervisor License #86
168
Owner/Principal
• Additions, kitchen remodeling, bathroom remodeling, interior remodeling
• Handled all client relations from sales to satisfaction
• Estimated job cost and price in addition to handling all associated paperwork
• Obtained Building Permits, inspections, handled all client specification changes
and related pricing
• Procured building materials, negotiated with sub-contractors, and scheduled actu
al project construction
Standard Electric - Wholesale Electrical Distributor, February 2007 – February 2009
Business Systems and Process Manager
• Initially hired to direct the reconstruction of an underachieving Department
• Reduced Vendor Direct Ship Disputes from $139,000 per month to $15,000 per month
in 7 months
• Reduced client returned items from $50,000 per month to $2500 per month in 6 mon
ths
• Recovered over $800,000 of $1.2 million in 12 months by negotiating and verifyin
g authorized purchases on Client Project Disputed Invoices
• Developed/Implemented Semi-Automated Excel program to reduce accounting errors a
nd client disputes by better managing Projects, Change Orders, Estimated Shippin
g Dates to Actual Ship Dates, Lamp shipping/tracking and final Project Reconcili
ation
• Resolve client job disputes by authorizing credit or proof of order/delivery.
• Handle vendor issues and negotiate more favorable terms.
• Audit Project Coordinator project folders for all relevant documentation, accura
cy of pricing and costs, Change Order follow up and documentation to clients
• Manage, train and hire Project Coordinators in the department
Able Home Services, November 2002 - February 2007
Home Improvement Contractor License #137641, Construction Supervisor License #86
168
Owner/Principal
• Additions, kitchen remodeling, bathroom remodeling, interior remodeling
• Footings to framing to finish
• Handled all client relations from sales to satisfaction
• Estimated job cost and price in addition to handling all associated paperwork
• Obtained Building Permits, performed inspections, and handled all client specifi
cation changes and related pricing
• Procured building materials, negotiated with sub-contractors, and scheduled actu
al project construction
Bowne Business Solutions, September 2000 - October 2002
Area Manager
• Maintained client relations with 2 Major Regional Accounts and 3 Minor Regional
Accounts
• Managed operations including strategic and tactical planning, finance, customer
service, purchasing and inventory
• Analyzed processes and designed more efficient systems that reduced errors by 28
%, reduced job turn time by 15%, and improved customer communication on jobs
• Designed new Excel Manager tracking program for each account; this program incre
ased accuracy of daily counts and inventory, reduced time from 2 hours to 30 min
utes daily, and reduced month-end reporting preparation time from 14-16 hours to
2-3 hours
• Effectively reduced costs by 5% to 10% on average
• Saved 12% to 30% by effectively forecasting budgets and renegotiating contracts
and services
• Coordinated weekly production numbers, monthly billing and inventory of material
s
• Aggressively expanded the training program to better prepare the CSR’s to handle cu
tomers’ needs
• Increased sales through classroom training
• Developed new training syllabus to augment existing training material and one-on
-one counter training
• Leveraged new contract items with clients through increased client satisfaction
Archer Management Services 1997-2000 Senior Site Manager, outsourcing company
Back Bay Restaurant Group 1995-1997 Manager Joes American Bar and Grill Woburn
BML & Associates 1993-1995 Restaurant Consultant , ServSafe Sanitation Instructi
on Az Resturant Association Mesa Az
Uno Pizzeria 1992-1993 Manager Huntington Ave Boston, MA
The Corral 1989-1992 Director of Operations Mesa, AZ
Black Angus Restaurant 1985-1989 GM San Bernardino California.
Nantucket Lobster Trap 1983-1985 GM Phoenix, AZ
Hungry Tiger Restaurant Group 1979-1983 GM Tempe AZ
Nantucket Lobster Trap 1975-1979 Scottsdale AZ
EDUCATION
Arizona State University
B.A, Organizational Communications - Training and Development
COMPUTER SKILLS
Microsoft Office Suite, Quark, Internet,
MISCELLANEOUS
Construction Supervisors License #86168
Home Improvement License #137641
PROFESSIONAL REFERENCES
Available upon request
28 CURWEN ROAD • PEABODY, MA 01960
PHONE 978 376-2517 • E-MAIL MLBML@aol.com