Annette Marcano
Deltona,FL
Summary
Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Demonstrated customer service expertise, highly committed with hardworking mentality to maintain quality of services and products.
Overview
10
10
years of professional experience
Work History
Customer Support Supervisor
Pella Window & Door
03.2023 - Current
- Enhanced team performance by conducting regular training sessions and offering constructive feedback.
- Identified opportunities for process improvements, implementing changes that led to increased productivity within the team.
- Streamlined support processes for increased efficiency and reduced response times.
- Developed strong relationships with key customers, leading to improved retention rates and loyalty.
- Developed role specific KPIs that improved efficiency and output within the team, addressing any areas of concern promptly and effectively.
- Improved Customer Effort Score by 18%.
- Facilitated regular meetings with other supervisors to share best practices and discuss ongoing challenges faced by the customer support department.
- Reduced employee turnover by creating a positive work environment that encouraged growth and development.
Signature Service Manager
Renewal By Andersen
07.2020 - 03.2023
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Increased Net Promoter Score by 10 points within first year.
- Trained and regularly mentored representatives on performance-oriented strategies and customer service techniques.
- Developed service procedures, policies and standards.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Project Coordinator, Service
Renewal By Andersen
07.2019 - 07.2020
- Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
- Managed over 80 outbound calls per day.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
- Coordinated responses for key clients, using business acumen and attention to detail to balance company and customer demands.
- Identified opportunities to streamline processes by targeting areas of inefficiency and implementing improvements.
Customer Service Representative
Fisher Scientific International Inc.
08.2016 - 07.2019
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Managed over 60 customer calls per day.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Customer Service Team Lead
ATENTO
10.2015 - 07.2016
- Escalated issues to proper supervisors when standard processes were not effective.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Took cash and credit card payments via phone, in person and through email.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Increased service levels by 10%.
- Stepped up to assist customer service manager with complaints and issues during times when department was short-staffed.
HR Assistant
Super Buy Furniture
11.2013 - 09.2015
- Reduced workers' compensation claims by instituting corporate safety training program.
- Prepared monthly, weekly and daily logs using Microsoft Office Suite.
- Managed restructuring of business during a Chapter 13 bankruptcy process including terminations.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Coordinated work activities of subordinates and staff relating to employment, compensation, labor relations and employee relations.
- Recruited and screened qualified potential employees.
- Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning and bookkeeping.
- Monitored social media and online sources for industry trends.
Education
BBA - Health Services Administration
Sistema Universitario Ana G Mendez - Universidad Del Turabo
Gurabo, PR08.2018
Skills
- Performance Management
- SAP Experience
- Strategic Planning
- Staff Development
- High proficiency English and Spanish verbal and written communication
- Project Management
Timeline
Customer Support Supervisor
Pella Window & Door
03.2023 - Current
Signature Service Manager
Renewal By Andersen
07.2020 - 03.2023
Project Coordinator, Service
Renewal By Andersen
07.2019 - 07.2020
Customer Service Representative
Fisher Scientific International Inc.
08.2016 - 07.2019
Customer Service Team Lead
ATENTO
10.2015 - 07.2016
HR Assistant
Super Buy Furniture
11.2013 - 09.2015
BBA - Health Services Administration
Sistema Universitario Ana G Mendez - Universidad Del Turabo
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