Christine Massoud-Castro
Brockton,MA
Summary
Results-driven professional with expertise in customer success, business management, and communication. Dedicated to performance management and making sound recommendations based on KPIs. Experienced in optimizing workflows, building strong team relations, and addressing operational gaps. A natural leader skilled in hiring, training, and mentoring high-performing team members to meet and exceed business goals. A team player adept at collaborating for ideal outcomes.
Overview
11
11
years of professional experience
Work History
Senior Supervisor of Premier Wholesale Accounts
GRANITE TELECOMMUNICATIONS
Quincy, MA
01.2016 - Current
- Optimize meeting product presentation abilities by conceptualizing, developing, and integrating innovative new processes and documentation.
- Position company for growth by introducing first and only wholesale team, which led to acquiring new accounts with yearly revenue of $60 million - 3% of company revenue.
- Mandated policy, procedure, and performance adherence for continued and increased operational efficiency and profitability.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Used industry expertise, customer service skills, and analytical nature to resolve customer concerns and promote loyalty.
- Utilized following universal tools: Microsoft Office, Sharepoint, Salesforce Lightning, Smartsheet, Power BI, ConnectWise
- Worked with company-managed applications such as Cornerstone, RockLog, Rock Reports, and Shelf.
- Quickly advanced by consistently outpacing expectations, fulfilling positions including Support Representative, Account Manager, and Sr Supervisor.
- Completed Skills for Success Course, Dale Carnegie – received Excellence award.
Technology Teacher
CITY ON A HILL CHARTER SCHOOL
New Bedford, MA
01.2014 - 01.2015
- Trained and developed students' skills in word-processing, spreadsheet and database programs.
- Attended professional development technology courses to increase knowledge base and learn new information.
- Processed software and hardware by coordinating user setups, installations and upgrades.
- Planned and implemented curriculum to teach up-to-date technology to 90 students
Education
Bachelor of Arts - Theatre Arts, Directing, Stage Management, and Production
Marymount Manhattan College
2008
Skills
- Customer Success
- Technology / Software
- Team Training / Coaching
- Process Improvements
- Strategic / Actionable Planning
- Data Analysis
- Project Management
- Adaptability / Prioritizing
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success isn't just about what you accomplish in your life; it's about what you inspire others to do.
Unknown
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 10 staff members.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Languages
English
Native or Bilingual
Interests
Baking
Video Games
Crafting
Timeline
Senior Supervisor of Premier Wholesale Accounts
GRANITE TELECOMMUNICATIONS
01.2016 - Current
Technology Teacher
CITY ON A HILL CHARTER SCHOOL
01.2014 - 01.2015
Bachelor of Arts - Theatre Arts, Directing, Stage Management, and Production
Marymount Manhattan College
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