Arianna Famiglietti
Daytona Beach,Fl
Summary
Motivated, results-driven professional with demonstrated success with customer service, customer/vendor relationship management and excellent communication skills. In addition to being a detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
18
18
years of professional experience
Work History
Call Center Supervisor and Training Manager
NH DCYF Through Wediko Children’s Services
01.2018 - Current
- Promoted in 2020 to After Hours Call Supervisor.
- Promoted/Added duty in 2022 to Training Manager.
- Oversee shifts by monitoring phones, emailed and faxed reports by keeping track through updating logs and morning handoffs.
- Relay updates, important information, and report feedback to call screeners.
- Review and edit any new reports taken by screeners to submit for approval by central intake.
- Take dictation provided via phone reports and email/fax reports of child abuse.
- Compile information regarding family and incident in brief but detailed report and enter in system.
- Screen all reports using the DHHS guidelines provided and prioritize all emergent reports to give to supervisors, out of state offices, and law enforcement.
- In charge of training and on-boarding new hires.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Demonstrated commitment to the organization's core values, leading by example and fostering a culture of excellence.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Developed staff skills through targeted training programs and meetings.
Shift Supervisor and Lead Trainer
UPS / I-Parcel
01.2013 - 01.2017
- Provided customer service to end recipients and merchants.
- Provided customers with international shipping inquiries.
- Acted as a liaison between the end recipient, local delivery agents, and customs agents.
- Assisted new hires by teaching and providing support on software and providing instruction on the current policies.
- Responded to and resolved customer questions and concerns.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Scheduled pick up and drop off for specialty packages or customer issues depending on circumstance.
- Enforced company policies and regulations with employees.
- Provided ongoing support to employees during challenging situations, offering guidance on problem-solving techniques for improved efficiency outcomes.
Customer Service - Temporary Position
PSNH (Eversource)
01.2013 - 12.2013
- Provide customer service to new and existing customers.
- Take inbound calls and handle accordingly based on each need by the caller.
- Scheduling installs, repairs, and maintenance as needed.
- Take and process customer orders and or returns.
- Assist customers via online chat support/email/phone/fax.
- Create daily excel reports for all products on the company website.
- Compiled data and organized spread sheets based on call types and needs to better identify areas of improvement or shift based on business needs.
Merchant Support/ Customer Service Inbound and Outbound
Chase Paymentech (JPMorgan Chase)
01.2011 - 12.2013
- Provided merchants support on billing questions including statement, rates and fees, funding, and minor technical support on terminals.
- Updating merchant information on statements, accounting, and tax information on inbound calls.
- Made outbound calls to merchants who have return mail due to incorrect addresses, and then updating the new information upon getting the correct information.
- Utilized excellent communication skills to resolve customer complaints promptly and professionally.
- Enhanced customer satisfaction by providing exceptional service and product knowledge.
Customer Service / Sales Agent / Trainer
PetEdge
01.2009 - 12.2011
- Handled heavy data entry with various software applications.
- Processed inbound sales orders for pet products and grooming products.
- Received “outstanding customer service” award within the first 6 months of being with the company.
- Assisted customers with return or exchanges due to incorrect orders received.
- Assisted product support in imputing data on all new products for upcoming catalogs.
- Maintained a high level of product knowledge, staying up-to-date on company offerings, promotions, and policies.
- Contributed to team objectives in fast-paced environment.
- Selected correct products based on customer needs, product specifications and applicable regulations.
Business Support Supervisor / Technical Support Representative / Lead Call Center Trainer
ITV Direct Marketing Group
01.2007 - 12.2009
- Supervisor of department, overseeing call center reps, and handling escalated calls from independent business owners (IBO’s).
- Received “Above and Beyond” award for excellent training abilities and customer satisfaction.
- Provided business support for independent business owners (IBOs) within a multi-level marketing company; assisted IBOs with navigating online and computer-based resources by phone in a professional manner.
- Scheduled meetings with customer and IBOs to ensure ongoing order retention and to ensure satisfaction.
- Acted as head trainer for all new hires within department; acted as chat room administrator for IBOs.
- Negotiated vendor contracts for outsourced services, ensuring cost-effective solutions that maintained high-quality standards of service delivery.
- Enhanced customer satisfaction by promptly addressing and resolving support issues.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Assisted customers in navigating company website or online portal to facilitate self-service solutions where appropriate.
Education
Sport/Business Management -
Daniel Webster College
Nashua, NH05-2006
High School Diploma -
Peabody Veterans Memorial High School
Peabody, MA01.2004
Skills
- Coaching and Mentoring
- Customer service focus
- Information tracking
- Reporting skills
- Problem-Solving
- Reliability
Timeline
Call Center Supervisor and Training Manager
NH DCYF Through Wediko Children’s Services
01.2018 - Current
Shift Supervisor and Lead Trainer
UPS / I-Parcel
01.2013 - 01.2017
Customer Service - Temporary Position
PSNH (Eversource)
01.2013 - 12.2013
Merchant Support/ Customer Service Inbound and Outbound
Chase Paymentech (JPMorgan Chase)
01.2011 - 12.2013
Customer Service / Sales Agent / Trainer
PetEdge
01.2009 - 12.2011
Business Support Supervisor / Technical Support Representative / Lead Call Center Trainer
ITV Direct Marketing Group
01.2007 - 12.2009
High School Diploma -
Peabody Veterans Memorial High School
Sport/Business Management -
Daniel Webster College
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