- Community Cleanup
- Cooking
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Enjoy participating in pickleball for overall physical and mental well-being
- DIY and Home Improvement
- Learning new cooking techniques and expanding my culinary skills
- Hiking
- Swimming
- Volunteering at community kitchens and food-related charities
Debra Novellino
Shirley,NY
Summary
Versatile and results-driven professional with a history of excellence at Verizon, adept in problem-solving and maintaining composure in high-stress environments. Skilled in multitasking and time management, I excel in customer service and technical troubleshooting, significantly enhancing user satisfaction and operational efficiency.
Offering strong interpersonal and organizational skills, with genuine interest in developing within customer-focused environment. Brings understanding of importance of excellent customer service and ability to quickly adapt to new situations. Ready to use and develop communication and problem-solving skills.
Developed exceptional customer service and research skills in a fast-paced environment. Proven ability to manage and resolve customer concerns efficiently and professionally. Exceeded in tax law and Internal Revenue Service software and services. Seeking to leverage these transferable skills in a new field, contributing to team success and customer satisfaction.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Concierge Team Member
Country Pointe
08.2021 - 10.2023
- Proactively addressed potential issues before they arose by anticipating the needs of each resident based on previous interactions or reservations history.
- Enhanced resident satisfaction by providing personalized service when signing new residents in to the system.
- Collaborated with other employees when setting up resident functions.
- Improved communication among team members by implementing new protocols for sharing information about residents.
- Supported front desk operations as needed during busy periods or staff shortages without compromising quality of service provided at the concierge desk.
- Maintained a clean and welcoming lobby area, ensuring guests felt comfortable upon arrival.
- Mentored new team members, sharing best practices and assisting with their training to ensure a smooth transition into their roles.
- Managed concierge desk operations efficiently, handling high volumes of inquiries with ease.
- Maintained accurate and up-to-date records of guest information.
Customer Service Representative
Internal Revenue Service, IRS
11.2011 - 12.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts on the phone.
- Resolved customer complaints with empathy.
- Responded to customer requests for services, and tax information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong tax knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Participated in training programs to enhance tax law knowledge and customer service skills.
- Improved resolution time with effective problem-solving for customer complaints.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Calculated correct payment plans for a tax balance, updated accounts, and maintained detailed records for inventory on amended returns.
- Identified and resolved discrepancies and errors in customer accounts.
Field Technician
Verizon
03.2000 - 08.2010
- Communicated with supervisor to report progress, discuss issues and seek guidance.
- Kept detailed records of field measurements and data.
- Minimized potential hazards through adherence to safety guidelines during all field assignments.
- Prioritized and managed multiple tasks and projects to meet deadlines and enhance customer satisfaction.
- Collaborated with other field technicians to resolve complex technical issues.
- Identified potential problems and prevented equipment failure through performing regular equipment inspections.
- Delivered high-quality work by diligently following standard operating procedures.
- Improved system performance by conducting regular maintenance and troubleshooting of equipment in the field.
- Calibrated new and existing equipment for optimal performance.
- Exceeded client expectations with excellent communication skills, keeping them informed throughout the entire resolution process.
- Enacted successful repairs by applying technical skills and operations knowledge.
- Continuously expanded skill set by pursuing relevant certifications and staying current on industry trends.
- Installed and configured new hardware and software, leading to improved system reliability and user satisfaction.
- Worked with diverse types of weather and ground conditions.
- Diagnosed and repaired problems with electrical and mechanical systems.
Operator
Verizon
08.1988 - 03.2000
- Demonstrated versatility and adaptability in diverse work environments
- Participated in quality assurance meetings, offering insights that led to improvements in product consistency.
- Reviewed production schedules and streamlined processes.
- Answered high volume calls.
Education
Business
University of Phoenix
OnlineBusiness
Suffolk Community College
SeldenHigh School Diploma -
Longwood High School
Ridge, NY06-1986
Skills
- Multitasking proficiency, detail-oriented mindset
- Time management expertise
- Maintaining composure
- Cross-cultural awareness
- Strong interpersonal skills, strong work ethic
- Customer service
- Problem-solving
- Time management
- Hospitality
- Verbal and written communication
- Guest services
- Training and mentoring
- Conflict resolution
- Telephone etiquette
Certification
- TIPS (Training for Intervention ProcedureS) Certification - Health Communications, Inc.
- First Aid, CPR, and AED Certification - American Red Cross or American Heart Association.
- OSHA Certified
- New York Driver's License
Interests
Timeline
Concierge Team Member
Country Pointe
08.2021 - 10.2023
Customer Service Representative
Internal Revenue Service, IRS
11.2011 - 12.2021
Field Technician
Verizon
03.2000 - 08.2010
Operator
Verizon
08.1988 - 03.2000
Business
University of Phoenix
Business
Suffolk Community College
High School Diploma -
Longwood High School
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