Summary
Work History
Skills
Accomplishments
Certification
Timeline
BusinessAnalyst
DENISE MAURIZIO

DENISE MAURIZIO

Oak Ridge,TN

Summary

Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Skilled in teaching new concepts and best practice strategies.

Work History

Assistant Supervisor

Answer Financial
04.2020 - Current
  • Assisted low performing CSRs to meet or exceed key performance metrics
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Created procedures for new training directives which were adopted by management
  • Assisted in the onboarding and training of new agents and the ongoing training of tenured agents
  • Streamlined email inbox process to handle 70% increase in business requests due to refinancing boom
  • Updated and created procedures and processes to improve workflow and increase productivity by over 40%
  • Assisted other departments such as Partner Support, Customer Care, General Services and Commercial Lines with service and support when requested.

Customer Service Representative

Answer Financial
04.2018 - 04.2020
  • Acquired my Property and Casualty license
  • Provided exceptional customer service to the 45+ inbound calls received daily
  • Monitored sales agents calls to ensure compliance with carrier, agency, and federal guidelines
  • Assisted customer service team and other departments by answering general knowledge questions
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Sales and Service Representative

Jewelry Television
11.2017 - 04.2018
  • Answered over 60+ calls a day processing new sales and servicing existing accounts
  • Assisted customer with returns and billing issues
  • Educated customers about JTV products and services.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Sales and Service Supervisor

Talbots Customer Contact Center
03.2014 - 09.2017
  • Handled call escalations
  • Coached Service team to outperform Key Performance metrics
  • Received numerous “5 Star” Awards for customer surveys
  • Created processes for the leadership team to better serve our teams which included creating ongoing training schedules for agents.
  • Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
  • Trained team members in successful strategies to meet operational and sales targets.

Social Media Manager

Millers Mint
01.2011 - 03.2014
  • Created and initialized social media outlets for internet-based retail outlet
  • Utilized current social media venues and created additional outlets to help increase the visibility and profit margin of retail establishment
  • Created the front end of retail website and instructed relevant personnel in the utilization of Twitter and Facebook to create interest in the company’s E-bay offerings.

Executive Assistant

Micro Business Success Center
01.2008 - 03.2014
  • Directed daily office operations, providing fundamental support to company president and consulting team
  • Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
  • Worked with senior management to initiate new projects and assist in various processes.
  • Managed all administrative and project-support tasks
  • Trained and supported 20 staff members in the use of company systems & procedures
  • Created presentations and scheduled all executive-level meetings
  • Scheduled travel for company executives.

Skills

  • Team motivator, using servant leadership to promote flow of open ideas, encouragement, and coaching to metrics
  • Effective oral and written word communication skills
  • Strong problem-solving skills and decision-making ability
  • Microsoft office 365: Outlook, Word, Excel, One Note and Publisher
  • Ability to cultivate and establish positive rapport with clientele, colleagues, and leadership
  • Extensive experience in a variety of areas in sales driven atmospheres
  • Excellent at mediating and resolving customer service issues and escalations
  • Ability to handle and complete multiple tasks by prioritizing projects and in the delegation of project requirements to team members
  • Ability to connect professionally and ethically with a variety of people from diverse backgrounds
  • Possess excellent project management skills with the ability to influence, supervise and guide a team in a constructive and positive manner
  • Innovative, able to think outside the box to implement new ideas Creative process developer always looking to improve metrics by working smarter not harder

Accomplishments

  • Earned Property & Casualty License
  • Supervised team of 13 staff members.
  • Used Microsoft Outlook to develop task assignment process which improved overall production by 40%.
  • Achieved a 12% increase in customer satisfaction by creating processes and procedures for the customer service team allowing them to respond to issues with a higher degree of accuracy and efficiency.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Documented calls & tracked communication to & from customers.
  • Take on floor escalated calls for both regular customer service reps as well as supervisor reps.
  • Set goals and action plans to ensure agents were within client specified metrics.

Certification

  • Property & Casualty License

Timeline

Assistant Supervisor

Answer Financial
04.2020 - Current

Customer Service Representative

Answer Financial
04.2018 - 04.2020

Sales and Service Representative

Jewelry Television
11.2017 - 04.2018

Sales and Service Supervisor

Talbots Customer Contact Center
03.2014 - 09.2017

Social Media Manager

Millers Mint
01.2011 - 03.2014

Executive Assistant

Micro Business Success Center
01.2008 - 03.2014

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DENISE MAURIZIO