DIANE POLICASTRO
Bayonne
Summary
Customer service professional with extensive experience at New York Telephone, specializing in client needs assessment and problem resolution. Demonstrated ability to enhance customer satisfaction through effective communication and customized solutions. Proficient in order management and relationship building, ensuring compliance and operational efficiency.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Lead Customer Service Representative
New York Telephone
Manhattan
02.1986 - 09.1996
- Engaged clients to identify needs and deliver tailored solutions.
- Ensured compliance with relevant laws, regulations, policies, and procedures.
- Maintained strong customer relationships through prompt responses to inquiries.
- Coordinated cross-departmental efforts to enhance operational efficiency.
- Identified customer needs by asking targeted questions and offering suitable recommendations.
- Greeted and assisted customers to create welcoming experiences.
- Monitored competitor activities to maintain competitive advantage.
Customer Service Representative
Doubleday Publishing Co.
Manhattan
01.1983 - 01.1986
- Assisted customers with inquiries related to book orders and publishing services.
- Processed customer requests via internal database and order management system.
- Resolved complaints through effective communication and problem-solving techniques.
- Maintained customer records in compliance with company privacy policies.
- Coordinated with shipping department to track fulfillment and delivery status.
- Developed positive relationships through friendly interactions and prompt responses.
- De-escalated customer concerns while maintaining professionalism and composure.
- Answered inquiries through calls, chats, and emails to provide accurate product information.
Education
Hotel & Motel Management & Hospitality - Customer Service
Taylor Business Institute
NJ05-1980
High School Diploma -
Saint Aloysius Academy
Jersey City, NJ06-1979
Skills
- Customer service and support
- Order management and processing
- Data entry and attention to detail
- Problem resolution and complaint handling
- Customer relationship management
- Client needs assessment
- Effective communication skills
- Leadership willingness
Accomplishments
- I do have many trophies for Billiards. I truly enjoy the sport and the people I have met while learning.
Certification
- I have certifications in Reiki Master teacher., & Source energy healing. as well as Death Doula.
- This is for my spiritual side.
Timeline
Lead Customer Service Representative
New York Telephone
02.1986 - 09.1996
Customer Service Representative
Doubleday Publishing Co.
01.1983 - 01.1986
Hotel & Motel Management & Hospitality - Customer Service
Taylor Business Institute
High School Diploma -
Saint Aloysius Academy
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