Alana Caponigro
Bayside
Summary
Knowledgeable with extensive experience in business ownership and management. Successfully co-led company, implementing strategic initiatives that enhanced operational efficiency and drove profitability. Demonstrated expertise in financial oversight and team leadership.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
National Grid, Natural Gas
12.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Co-owner
The Outdoor Professional
02.2017 - 01.2021
- Managed day-to-day operations efficiently, ensuring smooth workflow and timely completion of tasks.
- Collaborated with co-owner on strategic planning initiatives for long-term business success.
- Improved customer satisfaction ratings by consistently delivering high-quality products and services.
- Oversaw financial management tasks, including budgeting, forecasting, and cash flow optimization.
- Ensured accurate record-keeping for financial transactions, maintaining organized documentation for easy reference during audits or other inquiries.
- Mentored employees to improve work performance, promoting professional development and growth within the company.
- Maintained compliance with industry regulations and legal requirements through diligent oversight of business practices.
- Developed a strong company culture, fostering teamwork and collaboration among staff members.
- Cultivated a safe working environment by adhering to workplace safety policies and providing necessary resources for employee wellbeing.
- Negotiated favorable contracts with suppliers, resulting in reduced costs and improved product quality.
- Optimized inventory management systems for streamlined ordering processes and reduced waste levels.
- Recruited, interviewed and hired new staff members and developed training materials for employees.
Customer Service Representative/Sales Supervisor
Caribbean Airlines Ltd, International Airline
04.2014 - 10.2016
- Dispatched outbound and received inbound flights, contributing to a 95% on-time performance rate.
- Acted as a reliable point of contact for pilots, crew members, and other stakeholders during flight operations, providing timely support and accurate information as needed.
- Monitored flight progress closely using advanced software systems for real-time adjustments based on changing conditions or unforeseen events.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and backed up other customer service managers.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Resolved customer complaints with patience and understanding, restoring customer confidence.
Education
Bachelor of Science - Business Management
University of Phoenix
Tempe, AZ07-2027
Associate of Arts And Sciences - Environmental Science
University of Phoenix
Tempe, AZ08.2024
Diploma - Business Studies Psychology Sociology Economics
School of The Nations
06.2013
High School Diploma -
St Roses High School
06.2011
Skills
- Airline Dispatch Operation
- Amadeus
- Two way radio communication
- Computer Aided Dispatch
- Regulatory Compliance (OSHA, NERC)
- Microsoft Office Suite
- High-Stress Communication
- Team Collaboration
Additional Information
- 28-36 204th st Bayside NY 11360, New York, united states August 12, 1994
Certification
CSEC- Caribbean Secondary Examination Certificate
Diploma- School of the Nations
Languages
French
Limited Working
Spanish
Limited Working
Timeline
Customer Service Representative
National Grid, Natural Gas
12.2023 - Current
Co-owner
The Outdoor Professional
02.2017 - 01.2021
Customer Service Representative/Sales Supervisor
Caribbean Airlines Ltd, International Airline
04.2014 - 10.2016
Diploma - Business Studies Psychology Sociology Economics
School of The Nations
High School Diploma -
St Roses High School
Bachelor of Science - Business Management
University of Phoenix
Associate of Arts And Sciences - Environmental Science
University of Phoenix
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