Jerald Catanzarite
Massillon,OH
Summary
Results-driven retail operations leader with experience managing large teams and delivering exceptional guest service in high-volume environments. Proven track record in staff development, scheduling, performance management, and process improvement to drive operational efficiency and service consistency. Known for hands-on leadership, resolving escalated issues, and executing daily operations to achieve business objectives.
Overview
11
11
years of professional experience
Work History
Sales Representative (Contract)
NinjaTrader
Chicago, IL
03.2025 - Current
- Engaged with customers to understand their needs, provide product guidance, and deliver solutions that improved satisfaction and retention.
- Consistently met or exceeded sales targets through relationship building and effective communication.
- Educated customers on products and services to support informed purchasing decisions.
- Resolved customer concerns and technical issues, maintaining a high level of service quality.
- Collaborated with internal teams to ensure smooth onboarding, and positive customer experiences.
Customer Service Manager (Contract)
Raen Trading
08.2024 - 03.2025
- Built, trained, and led a 17-member customer service and sales team, establishing workflows and performance expectations.
- Oversaw daily service and sales operations, including scheduling, task delegation, and escalation management.
- Implemented process improvements that increased response efficiency, service consistency, and sales effectiveness.
- Resolved complex customer issues while maintaining service standards in high-pressure situations.
- Monitored team performance against service and sales metrics, providing coaching to improve results.
Packaging Adjustment Coordinator
Fererro
North Canton, Ohio
07.2024 - 02.2025
- Served as the primary liaison across four departments, including production, quality, logistics, and IT.
- Acted as central contact for cross-department communication, resolving issues and preventing operational delays.
- Coordinated information flow among teams, supporting efficient decision-making in fast-paced environments.
- Primary SAP point of contact for afternoon shift operations.
- Ensured smooth execution of operational changes by aligning multiple stakeholders.
Operations Manager
ResComm Property Investments
Massillon, Ohio
04.2018 - 07.2024
- Oversaw operations and partner relations for real estate investment firm managing 48-unit residential portfolio.
- Managed budgets, vendor coordination, and maintenance to uphold property standards and tenant satisfaction.
- Resolved tenant issues and operational challenges while ensuring lease compliance and achieving occupancy targets.
- Implemented SAP and CRM systems to streamline reporting, financial workflows, vendor management, and tenant communication.
Operations & Customer Experience Manager
Marshalls
Massillon, Ohio
08.2015 - 04.2018
- Directed daily operations and enhanced customer experience in high-volume store with over 35 employees.
- Scheduled staff and allocated labor effectively to align with business demands.
- Ensured operational readiness and compliance by opening and closing store efficiently.
- Resolved escalated customer issues to uphold service standards.
- Optimized merchandising decisions to drive sales performance and meet visual criteria.
- Collaborated with loss prevention to reduce shrinkage effectively.
- Investigated cash variances, ensuring robust financial controls.
- Coached team, leading store to top district rank for credit card applications in 2016 and 2017.
Education
MicroMasters Program - Supply Chain Management
Massachusetts Institute of Technology
Cambridge, MA01.2020
Some College (No Degree) - Business Analytics
University of Akron
Akron, OHSome College (No Degree) - Business Administration And Management
Kent State University
Kent, OHSkills
- Customer service and conflict resolution
- Team leadership and staff training
- High-volume operations and multitasking
- Performance metrics and KPI tracking
- Process improvement and workflow execution
- Inventory systems and SAP experience
- Problem-solving in fast-paced environments
- Time management and reliability
Timeline
Sales Representative (Contract)
NinjaTrader
03.2025 - Current
Customer Service Manager (Contract)
Raen Trading
08.2024 - 03.2025
Packaging Adjustment Coordinator
Fererro
07.2024 - 02.2025
Operations Manager
ResComm Property Investments
04.2018 - 07.2024
Operations & Customer Experience Manager
Marshalls
08.2015 - 04.2018
MicroMasters Program - Supply Chain Management
Massachusetts Institute of Technology
Some College (No Degree) - Business Analytics
University of Akron
Some College (No Degree) - Business Administration And Management
Kent State University
Selected Achievments
- Directed operations and customer experience for a high-volume retail store with 35+ employees, overseeing scheduling, staffing, and daily execution.
- Led store to top district ranking for credit card applications in consecutive years through team coaching and performance management.
- Implemented operational improvements that increased efficiency and service consistency across departments.
- Recognized for resolving complex customer issues and maintaining high service standards in fast-paced environments.