Barbara Cotto
Rocky Hill
Summary
Customer service manager specializing in team leadership and customer relationship management. Proven ability to coordinate with production teams for timely order fulfillment and efficient resolution of customer inquiries. Strong track record of enhancing customer satisfaction and operational efficiency.
Overview
32
32
years of professional experience
Work History
Customer Service Manager
Vermont Brownie Company
Shelburne
05.2023 - Current
- Collaborated with owner to address and fulfill all company needs.
- Traveled to Vermont for business meetings to support company operations.
- Assisted with packing and shipping brownies during peak periods to ensure timely delivery.
- Handled customer inquiries and resolved issues promptly.
- Coordinated with production teams to ensure timely order fulfillment.
- Provided exceptional customer service to ensure customer satisfaction.
- Managed phone and online customer service requests within designated turnaround time, enhancing customer satisfaction ratings.
Instore Merchandiser
Neptune Retail Solutions
Jersey City
02.2015 - 08.2024
- Aligned promotional strategies with merchandising plans through collaboration with marketing teams.
- Trained new team members on merchandising standards and best practices for product presentation.
- Conducted regular inventory audits to ensure accuracy and proper stock levels on shelves.
- Cultivated vendor relationships to secure timely delivery of merchandise and promotional materials.
- Stocked and rotated shelves and built displays to deliver results for stores and suppliers.
- Coordinated planogram execution with store management to optimize product placement.
Childcare Provider
Cheryls Daycare
South Burlington
01.2005 - 10.2007
- Supervised daily activities, ensuring safety and well-being of children.
- Promoted positive interactions among children through continuous supervision and engagement.
- Assisted in managing behavioral issues, promoting positive social interactions among children.
- Cared for children of various ages, facilitating feeding, dressing, and daily routines.
- Communicated effectively with parents regarding children's progress and needs.
Operator
Sonitrol Security
Worcester
06.2003 - 09.2005
- Monitored alarm systems to detect security breaches and anomalies, ensuring prompt response to potential threats.
- Coordinated with law enforcement and emergency responders.
- Documented incidents and maintained accurate reporting logs to support incident tracking and analysis.
- Monitored alarm systems and responded to alarms promptly, mitigating risks and enhancing overall security.
Office Manager
Windshield Doctor
South Burlington
05.1999 - 11.2002
- Managed daily office operations, fostering a productive work environment.
- Coordinated scheduling and communications among staff and clients to enhance workflow.
- Oversaw inventory management and ordered supplies to ensure availability.
- Maintained filing system for records, correspondence and other documents.
- Managed office inventory and placed new supply orders.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Ensured accurate completion of paperwork prior to insurance billing submission to minimize errors.
Customer Service Representative
Resolution
Williston
06.1994 - 02.1999
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved customer complaints promptly, ensuring positive outcomes and satisfaction.
- Assisted customers with inquiries and resolved issues, enhancing overall customer experience.
- Processed orders and handled returns efficiently for customer satisfaction.
- Managed customer accounts and updated information accurately.
- Documented customer interactions to maintain accurate records for future reference.
Education
Associate of Arts - Communications
Community College of Vermont
Burlington, VT06-2003
Skills
- Customer support
- Issue resolution
- Relationship management
- Team leadership
- Staff supervision
- Training development
- Order processing
- Inventory management
- Returns management
- Cash management
- Vendor coordination
- Merchandise presentation
- Retail experience
- Marketing strategy
- Problem solving
- Effective communication
- Time management
Timeline
Customer Service Manager
Vermont Brownie Company
05.2023 - Current
Instore Merchandiser
Neptune Retail Solutions
02.2015 - 08.2024
Childcare Provider
Cheryls Daycare
01.2005 - 10.2007
Operator
Sonitrol Security
06.2003 - 09.2005
Office Manager
Windshield Doctor
05.1999 - 11.2002
Customer Service Representative
Resolution
06.1994 - 02.1999
Associate of Arts - Communications
Community College of Vermont