Andrea Cannariato
Montville,NJ
Summary
Skilled Customer Service Supervisor with a track record of managing teams, resolving complex complaints, and ensuring high-quality customer interactions. Strong problem-solving capabilities, leadership skills, and expertise in implementing effective service protocols. Proven success in improving team productivity, enhancing customer satisfaction rates, and streamlining cross-departmental service procedures.
Overview
24
24
years of professional experience
Work History
Customer Service Supervisor
Altura Stone and Tile
Fairfield, NJ
11.2023 - Current
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Assisted in developing training materials for new hires as well as existing employees.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Evaluated employee job performance and motivated staff to improve productivity.
- Evaluated and authenticated returns, exchanges and voids.
- Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
- Monitored phone calls to promote better service and provide feedback.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
- Researched and prepared reports required by management or governmental agencies.
Customer Service Representative
Altura Stone and Tile
Fairfield, NJ
07.2021 - 11.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Worked cross-functionally with different departments to identify improvement opportunities and develop effective solutions.
- Delivered friendly, knowledgeable and personalized customer assistance, building strong relationships that encouraged repeat business.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated challenging customer issues while maintaining professionalism and composure.
- Played a key role in driving growth and development by supporting sales, operations, and warehouse team members.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Effectively liaised with internal teams across three global offices, guaranteeing the timely and tailored delivery of solutions that met both company and client expectations.
Office Manager
RK Roofing, Inc
Caldwell, NJ
06.2020 - 07.2021
- Accounts payable and receivable, bank deposits
- Creation of proposals, invoices, estimates, bids, work orders and custom documents
- Correspondence with customers, subcontractors, suppliers, accountant
- Ordering and scheduling the delivery of inventory and services
- Maintaining and updating social media presence, customer files
- Scanning and filing
Office Director
Clayton’s Landscaping, Inc
Montville, NJ
04.2002 - 11.2018
- Accounts payable and receivable
- Compliance filing (Community Right to Know)
- Obtaining and maintaining business and equipment registrations, titles and insurance
- Creation of proposals, invoices, statements, contracts, custom forms
- Bank deposits and withdrawals
- Customer relations
Teller & Interim Head Teller
Lakeland Bank
Montville, NJ
05.2000 - 04.2002
- Supervision of tellers
- Cash transactions, reconciliation of cash drawers
- Cross-selling of products and services
- Customer service
Education
Business Administration -
Community College of Morris
Randolph, NJ11.2004
High School Diploma -
West Essex Regional High School
North Caldwell, NJ06.2000
Skills
- QuickBooks
- Microsoft Office
- Google Workspace
- Apple iWork
- Stone Profits Systems
- Organizational skills
- Ability to prioritize & multitask
- Delegating Work
- Time Management
- Decision-Making
- Team Building and Leadership
- Call Center Operations
- Records Management
- Continuous Improvement
- Service Delivery Optimization
- Workflow Management
- Account Authorizations
- Issue Resolution
- Positive and Constructive Feedback
- Cross-Functional Collaboration
- Turnover Minimization
- Account Updates
- Quality Assurance
- Account Management
- Escalation management
- New Hire Training
- Research ability
- Training and mentoring
Personal Information
Title: Office Manager
Timeline
Customer Service Supervisor
Altura Stone and Tile
11.2023 - Current
Customer Service Representative
Altura Stone and Tile
07.2021 - 11.2023
Office Manager
RK Roofing, Inc
06.2020 - 07.2021
Office Director
Clayton’s Landscaping, Inc
04.2002 - 11.2018
Teller & Interim Head Teller
Lakeland Bank
05.2000 - 04.2002
Business Administration -
Community College of Morris
High School Diploma -
West Essex Regional High School
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