Summary
Overview
Work History
Education
Skills
Timeline
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Denise Livoli

Cranston

Summary

With over 20 years of experience, including a key role at International Talent Showcase, I have excelled in customer service management and satisfaction enhancement. My expertise in call center management and complaint handling has greatly improved service processes, fostering strong customer loyalty. My exceptional communication skills have led teams to achieve and maintain high satisfaction levels.

Overview

27
27
years of professional experience

Work History

DIRECTOR OF CUSTOMER SERVICE AND TRAVEL

International Talent Showcase
01.2007 - 10.2024
  • Led customer service team to deliver authentic and seamless assistance with growing clientele
  • Exceeded sales goals through recruitment and retention of client portfolio, resulting as top performer in annual year end conventions
  • Managed team and client travel to meet company budget allocations and reduce overspend
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
  • Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
  • Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
  • Optimized staff performance by designing comprehensive training programs tailored to individual needs.
  • Negotiated favorable contracts with vendors for reduced costs and improved service quality.
  • Increased company revenue by streamlining processes and implementing cost-saving measures.
  • Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
  • Leveraged data analytics insights for informed decision-making in critical areas such as sales forecasting, budgeting, or personnel management.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.

CUSTOMER SERVICE REPRESENTATIVE

IBS
12.1997 - 11.2001
  • Handled customer complaints and inquiries in a courteous and efficient manner
  • Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
  • Developed strong customer relationships and loyalty through effective communication
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed strong product 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.
  • 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.
  • Implemented and developed customer service training processes.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Met customer call guidelines for service levels, handle time and productivity.

Education

High School Diploma -

Johnston High School
Johnston
06-1984

Certificate - Child Development

Community College of Rhode Island
Warwick, RI
05-2004

Skills

  • Relationship building
  • Strategic planning
  • Verbal and written communication
  • Decision-making
  • Operations management
  • Organizational development
  • Hiring and retention
  • Contract and vendor management

Timeline

DIRECTOR OF CUSTOMER SERVICE AND TRAVEL

International Talent Showcase
01.2007 - 10.2024

CUSTOMER SERVICE REPRESENTATIVE

IBS
12.1997 - 11.2001

High School Diploma -

Johnston High School

Certificate - Child Development

Community College of Rhode Island

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Denise Livoli