Summary
Overview
Work History
Education
Skills
Timeline
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Donna Serota

Director, Customer Experience
HAZLET,New Jersey

Summary

Resourceful Customer Experience Agent with proven industry expertise. Delivered superb customer service for national company and earned recognition for quality of work. Excellent communications skills and outgoing personality leading to exceptional results.

Overview

20
20
years of professional experience

Work History

Director, Customer Experience

C&S Wholesale Grocers Inc.
Keene, NH
11.2001 - 04.2012
  • Collaborated with management and fellow supervisors to organize operations and achieve demanding schedule targets.
  • Tasked to turn around low-growth operation by solidifying workflow processes, strengthening client relationships and improving communications supporting client advocacy.
  • Developed impactful and strategic partnerships with clients to drive business development.
  • Maintained key performance indicators and acceptable performance levels to support assigned customer base.
  • Hired and directed teams to achieve daily and long-term operations and business goals.
  • Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
  • Mitigated costs while collaborating with vendors to manage inventory items.
  • Monitored office workflow and administrative processes to keep operations running smoothly.
  • Assisted company executives during decision-making process by compiling daily reports to suggest corrective action.
  • Worked closely with organizational leadership and board of directors to strategically affect operational direction.
  • Created annual budget and developed comprehensive plan to accomplish company objectives while staying within budget.
  • Focused teams on developing innovative and cutting-edge approaches with effective resource allocation and strategic planning.
  • Managed teams to guarantee successful supply chain pipeline for markets.
  • Delegated assignments based on plans, project needs and knowledge of individual team members.
  • Analyzed business needs while soliciting customer feedback for process improvements.
  • Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
  • Established performance goals for each department and provided feedback on methods for reaching those milestones.
  • Directed staff and managed annual capital budget.
  • Documented customer interactions in internal database to maintain customer service history details.

Account Executive

C&S Wholesale
Keene, NH
11.2001 - 04.2011
  • Created and executed account strategies to translate organizational goals into client activities.
  • Resolved issues promptly to drive satisfaction and enhance customer service.
  • Collaborated with internal teams to develop account strategy.
  • Met and exceeded service level goals to achieve standards and expectations.
  • Identified customer needs to achieve service levels that met and exceeded expectations.
  • Gained understanding of goals, objectives and processes to meet client business needs.
  • Serviced accounts and proposed new products and services to maximize revenue.
  • Attended networking events to build relationships and identify sales opportunities.
  • Communicated between internal and external stakeholders, clients and vendors.
  • Conducted integrated sales presentations to illustrate value of product or service and tailor call-to-action.
  • Employed proactive and collaborative approaches to strengthen relationships and manage customer needs.

Education

High School Diploma -

Catherine McCauley
Brooklyn, NY
06.1974

Skills

  • Cross-Departmental Alignment
  • Strategic Planning and Alignment
  • Customer Complaint Resolution
  • Team Recruiting and Onboarding
  • Presentations and Demonstrations
  • Customer Experience Management
  • Interdepartmental Collaboration
  • Acquisition Integration
  • Budget Forecasting
  • Client Relationships
  • Operational Efficiency
  • Budgeting and Expenditures
  • Employee Performance Evaluations
  • Workforce Improvements
  • Team Management Experience
  • Key Performance Indicators (KPIs)
  • Process Improvement Initiatives
  • Customer Retention Strategies

Timeline

Director, Customer Experience

C&S Wholesale Grocers Inc.
11.2001 - 04.2012

Account Executive

C&S Wholesale
11.2001 - 04.2011

High School Diploma -

Catherine McCauley

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Donna SerotaDirector, Customer Experience