KELLY CAPOBIANCO
Warrington,PA
Summary
Operations manager with a background in sales support, contract administration, and customer service leadership. Known for building organized workflows, coordinating teams, and managing order, billing, and project details with a focus on accuracy, service, and efficiency.
Overview
30
30
years of professional experience
Work History
Business Operations Manager
Wilmar Development Group
Ambler, PA
01.2025 - 01.2026
- Developed rehabilitation bids for bank-owned properties by analyzing inspection reports, assessing repair requirements, and aligning project scopes with bank's investment objectives to ensure project feasibility.
- Analyzed current material costs to validate contractor bids, identify pricing discrepancies and ensure accurate, competitive rehabilitation project estimates.
- Sourced and evaluated bids from qualified subcontractors across multiple trades, selecting cost-effective options to complete required repairs and strengthen General Contractor proposals.
- Scheduled and coordinated property, pest, and mold inspections to identify repair needs, facilitate timely rehabilitation, and prepare REO properties for resale.
- Recommended repairs beyond bank's planned scope to meet code requirements and financing standards, enhancing property marketability for successful resale.
- Entered property rehabilitation bids into Bank required system by detailed scope categories, ensuring accurate cost allocation for structural repairs, flooring, drywall, painting and other improvements.
- Utilized QuickBooks to prepare and manage itemized invoices for rehabilitation projects, accurately documenting completed work and associated costs for REO home owned properties.
- Prepared photographic records, documenting completed rehabilitation work on REO homes, verifying all work was completed in accordance with the approved bid and scope of work.
Sales Support Manager
Lynn Electronics (a division of NIS Industries)
North Wales, PA
01.2022 - 01.2025
- Established and managed a new Sales Support function, leading a seven-member team across PA and CA to support 12 Account Managers nationwide for a cable assembly manufacturer serving data center, broadband, and connectivity markets.
- Developed group support mailbox system to improve order processing efficiency and streamline support for sales team.
- Provided same-day responses to all customer inquiries to enhance customer satisfaction.
- Managed Shopify and Amazon online ordering portals, facilitating seamless customer transactions.
- Processed order entries, managed switchboard operations, and coordinated production orders for custom assemblies, ensuring timely fulfillment.
- Managed EDI Portal system for receipt of Purchase Orders
- Key player in account migration and transition after the acquisition of Lynn Electronics by NSI Industries, resulted in Lynn absorbing the accounts and customer base for Platinum Tools and Techlogix Inc.
School Services Support Manager
Music & Arts (a division of Guitar Center)
Huntingdon Valley, PA
01.2017 - 01.2021
- Maintained proprietary software program for school required and suggested item preferences, supporting over 100,000 schools across the United States.
- Developed and implemented a support team for Nationwide Sales, overseeing rental and sales contracts, account maintenance, exchanges, purchases, and online rental orders.
- Managed website content and contract administration, overseeing terms approval, FAQs, and contract distribution to enhance consistency across all locations.
- Designed reporting for Sales, Merchandising, and Distribution to improve order visibility and inventory management across 17 warehouse hubs.
- Collaborated with State Attorneys General on contract negotiations and compliance, reviewing prospective sellers' contracts to identify risks and ensure legal safeguards.
- Built a high-performing, reliable team that consistently met or exceeded deadlines, improving order fulfillment, reducing cancellations, and ensuring timely rental billing.
- Improved efficiency, collaboration, and staff morale through process improvements, team development, and leveraging individual strengths to drive collective success.
- Streamlined contract entry, reducing temporary staffing costs by 38% in the first year and 100% by 2019, while maintaining overtime budget savings of 30% or more.
Manager
National Customer Service/Call Center
01.2005 - 01.2017
- Managed Customer Service and Call Center team, handling 400K+ external calls annually with SLA of 8 seconds.
- Oversaw call center sales and margin performance, enhancing customer satisfaction and employee engagement while fostering a culture of integrity and respect.
- Managed national customer service call center operations across inbound and outbound teams.
- Coached agents on call handling, service standards, and phone systems.
- Monitored queues, call volume, and staffing coverage throughout daily shifts.
GM/Office Manager
Music & Arts
Horsham, Pennsylvania
01.1997 - 01.2005
Collections Manager
Music & Arts
Horsham, Pennsylvania
09.1995 - 01.1997
Education
Some College (No Degree) - Business Administration And Management
LaSalle University
Philadelphia, PASkills
- Cost estimation
- Contract management
- Order management
- Contract administration
- Financial reporting
- Process improvement
- Team leadership
- Staff management
- Customer relationship management
- Customer relations
- Verbal communication
- Communication skills
Personal Information
Title: CUSTOMER SERVICE MANAGEMENT & SALES SUPPORT PROFESSIONAL
Accomplishments
- Commitment to Excellence Award: 2000, 2001
Peak Performer Award Recipient: 2005, 2007, 2008, 2012, 2016, 2017, President’s Award: 2008,
Timeline
Business Operations Manager
Wilmar Development Group
01.2025 - 01.2026
Sales Support Manager
Lynn Electronics (a division of NIS Industries)
01.2022 - 01.2025
School Services Support Manager
Music & Arts (a division of Guitar Center)
01.2017 - 01.2021
Manager
National Customer Service/Call Center
01.2005 - 01.2017
GM/Office Manager
Music & Arts
01.1997 - 01.2005
Collections Manager
Music & Arts
09.1995 - 01.1997
Some College (No Degree) - Business Administration And Management
LaSalle University