Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Deana Marie Spinelli

Matawan,USA

Summary

I am a hard working, friendly, and dedicated individual who has a great deal of ambition. Not only do I love to learn, I catch on quickly when presented with new tasks. Challenges are my forte, considering I see them as new opportunities to better myself. I get along well with others and strive to provide the best service possible at all times. Ideally, I am seeking a position where I can develop personally, while giving my best to my employer at all times to further grow and develop within the company. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

15
15
years of professional experience

Work History

Manager /Social Media Manager

Big Mike’s Bike Detailing
Tamaqua (Hybrid) , PA
05.2023 - Current
  • Responded promptly to customer inquiries regarding services provided.
  • Maintained detailed records of services performed on each customer's vehicle.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Cultivated base of consistent high-end clientele due to exemplary service and competitive pricing.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Customized detailing services based on vehicle condition and customer requests.
  • Scheduled detailing appointments and managed time effectively to meet customer demands.
  • Managed inventory of cleaning supplies and equipment, ensuring availability for tasks.
  • Ordered and restocked supplies to keep workplace operating smoothly.
  • Maintained cleanliness and presentation of stockroom and organized chemical racks by size, style and color for visual appeal.
  • Provided customer service, explaining detailing processes and addressing concerns.
  • Managed household errands and other essential duties.
  • Developed strong relationships with supply vendors to understand their products / availability.
  • Communicated regularly with vendors regarding order changes or cancellations as needed.
  • Negotiated prices and payment terms with vendors.
  • Ensured that all vendor invoices were processed accurately and paid within the agreed upon timeframes.
  • Managed multiple projects simultaneously while ensuring deadlines were met.
  • Managed paper or electronic filing systems by recording information, updating paperwork and maintaining documents.
  • Organized trade shows and conferences attendance related to procurement activities.
  • Implemented best practices for sourcing materials from qualified suppliers at competitive rates.
  • Monitored office supplies to replenish needed inventory before depletion.
  • Coordinated positive media interviews and events sponsorships.
  • Prepared monthly calendar to manage online content across multiple platforms.
  • Crafted visual designs and brand messaging elements for consistency across digital advertising and marketing platforms.
  • Participated in brainstorming sessions with other professionals to generate innovative ideas.
  • Developed and implemented comprehensive social media strategies to increase brand visibility and engagement across multiple platforms.
  • Monitored social media trends and leveraged insights to optimize content strategy and improve audience engagement.
  • Provided training and guidance to team members on best practices for utilizing social media tools.
  • Directed social media and digital marketing strategy and initiatives to promote brand building, guest retention and revenue-focused activities.
  • Engaged with the online community, responding to comments and messages to foster a positive brand image.
  • Managed the daily operations of all assigned social media accounts.

Account Manager

Discover Financial Services, DFS
New Castle (Remote), DE
03.2020 - 03.2025
  • Answered high volume, inbound calls and online chats from customers to assist them with various inquiries regarding updating personal information, general account info, Payments, transactions, disputes, promotional offers, statements, hardship programs, power of attorney specifications, technical support, adding / removing authorized users, unrecognized charges, fraud investigations, fico scores, protection products, lost or stolen cards, rewards, and more.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Ensured 100% compliance with industry regulations when dealing with customers and participated in all compliance trainings and refresher courses when available.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • De-escalated problematic customer's by actively listening to their concerns, maintaining a calm, friendly, and informative demeanor, and offering to take feed back to send to management to ensure their concerns are heard.
  • Maintained and exceeded monthly a personal customer satisfaction rating quota by effectively actively listening to every customer's questions, suggesting effective solutions, and resolving issues quickly.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Used excellent verbal and written skills to engage customers in conversation and effectively determine needs and requirements while servicing inquiries via phone call or online chats.
  • Collaborated virtually with my peer team/ department members, team Coaches, Team leaders, area managers and via Teams chat email, and video calling and Maintained a positive working relationship with all fellow staff and management.
  • Participated in brainstorming sessions to develop new ideas and revising old procedures for identified areas of improvement needed in customer service processes and suggested changes accordingly.
  • Provided training and guidance to new and seasoned peer Account Managers.
  • Implemented customer feedback mechanisms to gather insights and improve service delivery.
  • Conducted personal performance evaluations on a daily basis to understand and identify areas of improvement and align or adjust customer service strategies accordingly to ensure i am providing the highest level of customer satisfaction possible.
  • Closely self monitored my personal daily workflow to ensure schedule and performance adherence to established policies and procedures.
  • Fostered a culture of continuous customer satisfaction improvement by sharing best practices and lessons learned with my personal account management team as well as my entire department.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Motivated peer team members through recognition programs.

Office Manager

B. Spinelli Farm Containers Inc.
Old Bridge, NJ
08.2010 - 12.2019
  • Provided administrative support to the Co. Office Manager and Company's Owner.
  • Kept office equipment functional and supplies well-stocked to promote efficient operations.
  • Maintained inventory of office supplies and placed orders when necessary.
  • Updated customer, vendor, and employee contact lists on a regular basis; created new contacts as needed.
  • Operated office equipment such as photocopiers, scanners, and fax machines.
  • Answered telephone calls to give information to callers, take messages or transfer calls to appropriate individuals.
  • Managed calendar reminders for upcoming deadlines or events associated with the office.
  • Coordinated trade show or meeting logistics such as event registration, room reservations, and travel accommodations.
  • Assisted with special projects or tasks upon request.
  • Sorted mail and distributed it to appropriate personnel or departments within the organization.
  • Sent and distributed mail and parcels.
  • Created spreadsheets in Microsoft Excel for record-keeping and reporting.
  • Organized and maintained filing systems for confidential documents; organized files for easy retrieval of information when requested.
  • Reviewed invoices for accuracy before submitting them for payment processing.
  • Reviewed billing statements for accuracy prior to submitting them for payment processing.
  • Processed invoices for payment; tracked payments received from vendors and clients.
  • Managed and completed office errands and other essential duties.

Education

High School Diploma -

Old Bridge High School
Old Bridge, NJ
06.2010

Some College (No Degree) - General Education.

Middlesex County Community College
Edison, NJ

Skills

  • Customer service (10 Years Experience)
  • Remote Office Availability
  • High-energy attitude
  • Punctuality and reliability
  • self motivated
  • Attention to detail
  • Adaptability
  • Able to quickly grasp new concepts / information
  • Multitasking and prioritization
  • Verbal and written communication
  • Call center operations
  • Call controlling
  • Email management
  • Active listening
  • Team player
  • Account management
  • Problem solving
  • Regulatory compliance adherence
  • Time management / coaching
  • Team training
  • Conflict resolution
  • Problem-solving aptitude
  • Inventory management
  • Performance evaluation
  • Teamwork and collaboration
  • Internet savvy
  • Technical proficiency
  • Employee coaching
  • Call documentation
  • Complaint / feedback handling & documentation
  • Event planning
  • Client relationship management
  • Networking skills
  • Database management
  • Payment collecting
  • Technical support
  • Invoice balancing
  • Phone etiquette
  • Call handling
  • Performance tracking
  • Social media management
  • Management collaboration
  • Script adherence
  • Client relationship building
  • Prioritizing workflows
  • Multitasking
  • Financial statements expertise
  • Simultaneous computer monitor usage
  • Proficient in Microsoft Teams, Office 360 (Word, PowerPoint, Excel) Microsoft Windows, MacOS, Cisco / Jabber phone systems, CRM, Google Workspace, cloud management, Canva, Zoom/ Skype, EEM / Nice, Workday, WFM, Verint, VPN, Okta Verify

Accomplishments

  • Girl Scout Bronze, Silver, & Gold award recipient.
  • Discover 2023 Q3 Excellence Award
  • Discover 2021 CSE Dept. Ace Call Winner Feb, May, June, October, December.
  • Discover 2022 CSE Dept. Ace Call Winner Jan, Feb, April, June, July, December
  • Discover 2023 CSE Dept. Ace Call Winner Feb, March, May, Aug, Sept, December

References

References available upon request.

Timeline

Manager /Social Media Manager

Big Mike’s Bike Detailing
05.2023 - Current

Account Manager

Discover Financial Services, DFS
03.2020 - 03.2025

Office Manager

B. Spinelli Farm Containers Inc.
08.2010 - 12.2019

High School Diploma -

Old Bridge High School

Some College (No Degree) - General Education.

Middlesex County Community College

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Deana Marie Spinelli