CAROL A. PULGINI 216 Galleon Drive, Newark, DE 19702 Home (302)-286-7413 or Cell (302)-3544241 Email cp130f79c@westpost.

net ______________________________________________________________________________ Summary of Qualifications Proven experienced leader in the Customer Service Industry. Key player in multi ple successful businesses. Entrepreneur and leader in the transportation /custo mer relation sectors. Track record of increasing revenues, reducing costs, team building and improving customer relations creating loyalty and increased revenue s. HIGHLIGHTS Key player in coaching staff to consistently exceed customer expectations in mul tiple business lines. Responsible for tracking customer service quality issues b y implementing staff accountability processes resulting in increased customer sa tisfaction and customer retention. Established private limousine service; respon sible for all areas of operations including: human resources, scheduling, custom er service, vehicle maintenance; contracting, budgeting and marketing. CORE COMPETENCIES Strategic planning Marketing Quality control processes Teambuilding Expense Control Customer Service PROFESSIONAL EXPERIENCE VCA NEWARK ANIMAL HOSPITAL Supervisor Reception Team (10/07-10/10) * Responsible for daily operation of front desk team increasing level of custome r service. Key Accomplishments * Implemented new schedule to increase efficiency and exceed client expectations * Implemented structure to provide consistency of service level with all clients * Assisted in growing the customer base which created increased revenue * Implemented quality control processes and resolution with clients WINDCREST ANIMAL HOSPITAL Customer Service Manager (6/96 - 10/07) * Responsible for daily operation Reception and Call Center team ensuring outsta nding customer service. Responsible for daily quality control with clients resol ving concerns for 3 Hospitals. Key Accomplishments * Improved level of Customer Service by tracking and resolving client complaints . * Assisted with marketing strategy to broaden market penetration * Coaching Reception and Call Center Team daily to educate clients and provide s ervice consistency DELAWARE LIMOUSINE SERVICE OWNER (3/85-5/96) * Responsible for daily transportation for Corporations in Delaware. Providing safe, reliable quality transportation 24 hours a day. Coordinated scheduling for specialty and Corporate trips. Responsible for 35 FTEs to provide excellent se rvice and adhere to DelDot regulations. Key Accomplishments * Developed marketing strategy to broaden market penetration * Developed and instituted operational systems (i.e., customer satisfaction pro gram, performance improvement program, staff orientation, billing and collection s) * Improved level of Customer Service by implementing training protocols EDUCATION Padua Academy - Business Program (High School) 905 N Broom Street, Wilmington, D

e 19805 (1969-1973)