Angela Grammatica
Nokomis,USA
Summary
Proactive, self motivated and competent professional offering solid years of experience in providing a diverse range of administrative, clerical, and data entry services. Proven track record of ensuring effective and efficient administrative operations. Demonstrated ability to process accounts receivable, accounts payable functions, and prepare communication materials. Track record of performing general office duties while providing excellent customer service. Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Overview
24
24
years of professional experience
Work History
Senior Customer Service Representative
Wayfair LLC
Remote
04.2023 - 06.2025
- Analyzed requests to guarantee completion in a timely and organized manner.
Worked with team members to enhance overall customer satisfaction. - Serve as an escalation point to support all customers, providing accurate information about client products and services to the caller, and educating the caller on how to use client products and services.
- Performing accurate data entry on tracking systems at high levels on a day-to-day basis to process and maintain accurate orders, product information, and general assistance.
- Demonstrate and reinforce the leadership behavior necessary to gain commitment from employees, while helping build a team that is encouraged, motivated, and developed to perform to their best abilities in a positive work environment.
- Provide phenomenal customer service while multitasking to resolve customer issues and concerns with empathy and efficiency.
- Senior Associate.
- Managed escalated customer concerns to ensure prompt resolutions.
- Collaborated with various departments to streamline service operations.
- Consulted with customers regarding needs and addressed concerns.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Resolved escalated customer complaints in a timely manner.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Managed incoming calls from customers while providing exceptional service.
- Educated customers about products, pricing and policies to address and resolve issues.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Collaborated with other departments such as Sales, Marketing, and Technical Support.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Processed customer account changes with proprietary software.
Newsroom Clerk and Media Relations Assistant
Food and Agriculture Organization of the United Nations
Rome, Italy
01.2013 - 04.2020
- Assistant to the Chief of Media Relations for the operation of the communications department, which consisted of four units: Newsroom, Video, Photography, and Radio units.
- Prepared and maintained contracts for over 25 consultants and 10 to 15 translator contracts.
- Assisted all new employees with initial orientation, office procedures, as well as administrative assistance.
- Developed a manual of all administrative procedures and policies to assist administrative staff in daily operations and trained new-hire administrative staff.
- Developed a manual for all new-hire newsroom consultants on procedures, policies, and all general information needed for orientation.
- Maintained, verified, and submitted employee monthly time sheets to the accounting department for payroll processing.
- Developed administrative processes to achieve organizational objectives, and improve office efficiency.
- Coordinated project materials by managing physical and digital files, monitoring spreadsheets, and updating reports.
- Arranged travel and hotel accommodations for international and domestic business travel.
- Assisted in the planning of events and department activities by acquiring venues, developing guest lists, and organizing catering services. Collected, calculated, and reported on expenditure and statistical data to inform senior management.
- Monitored the news desk, phone, and email account, and directed journalist inquiries and communications via email, telephone inquiries, and in person to the appropriate internal communication officer and/or the appropriate department or expert.
- Vetted and assured proper press accreditation for both permanent press and visiting press for attendance at press conferences and events.
- Organized and managed the translation of all press releases into seven languages.
- Maintained the proper operation of the press room for all events, and assisted visiting media.
- Distribution of all press releases, media advisories, op-eds, media alerts and web stories in seven languages in a timely manner.
- Maintained and updated all media distribution lists.
- Maintained and verified the operation of all office equipment. Scheduled all preventive maintenance requirements and arranged for repair or replacement if needed.
Telecommunications Clerk
Food and Agriculture Organization of the United Nations
Rome, Italy
01.2001 - 12.2012
- Distribution and maintenance of telecommunication devices to corporate employees.
- Answered daily service calls including after hours and weekends when needed.
- Translated instructional documentation from Italian to English to assist users.
- Continuously applied quality improvement methodologies to improve work processes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Education
Paralegal Studies
National Paralegal Institute
Rochester, NY01.1992
Excel, Oracle, Taleo, Security and Gender Equality course
United Nations continuing educational System
Rome, ItalySkills
- Administration Management
- Operations and Office Management
- Analytical and Strategic Planning
- Human Relations Management
- Appointment scheduling
- Word processing
- Problem Solving and Troubleshooting
- Minutes recording
- Customer Service and Satisfaction
- Strategic Planning and Implementation
- Leadership and Team Building
- Data Entry
- Articulate Oral and Written Communication
- Goal-oriented, thrive in challenges to meet organizational goals and excel in new environments
- Armed with strategies to come up with the most appropriate solutions for businesses in fast-changing global market
- Flexible and reliable in working independently or within a team environment, able to empower and motivate colleagues to refocus on the task at hand and achieve target goals
- Known for integrity and professionalism, accomplishing work assignments objectively even under adverse situations
- Possess excellent communication and presentation skills, along with interpersonal abilities; effectively listen and deal accordingly with individuals from all levels
- Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook) and Internet Research
References
Available upon request
Projects
Food and Agriculture Organization of the United Nations Conference/Council verbatim group
Timeline
Senior Customer Service Representative
Wayfair LLC
04.2023 - 06.2025
Newsroom Clerk and Media Relations Assistant
Food and Agriculture Organization of the United Nations
01.2013 - 04.2020
Telecommunications Clerk
Food and Agriculture Organization of the United Nations
01.2001 - 12.2012
Paralegal Studies
National Paralegal Institute
Excel, Oracle, Taleo, Security and Gender Equality course
United Nations continuing educational System
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