Frances Casucci
Akron,NY
Summary
Results-driven professional with extensive experience in customer service and operations. Specializes in bid document creation and process improvement, consistently delivering outstanding client support. Strong work ethic and adaptability ensure effective collaboration and quick skill acquisition.
Overview
31
31
years of professional experience
Work History
Customer Care Representative/Lead Representative for Will Call (Customer Pickup) Desk
Chudy Paper Company
Cheektowaga, New York
01.2015 - Current
- Lead Representative for all Redistribution, school and government accounts.
- Assisted customers with order placement and issue resolution.
- Responded to customer inquiries to provide accurate information. regarding product availability and specifications.
- Delivered prompt, friendly, and knowledgeable service for routine inquiries and service complaints, fostering positive customer interactions.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Collaborated with sales team to ensure accurate order fulfillment.
- Processed returns and exchanges according to company policies.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Built sustainable relationships of trust through open communication with customers.
- Identified and communicated opportunities for upselling additional services to enhance customer experience.
- Provided feedback to improve customer service processes and practices.
- Utilized various software and tools to streamline processes and optimize performance.
- Utilized ERP systems to track orders and monitor supply chain efficiency.
- Implementation of Standard Operating Procedures.
- Coordinated with technicians to ensure timely completion of all repair jobs.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Maintained updated knowledge through continuing education and advanced training.
- Recognized by management for providing exceptional customer service.
Office Manager
Christie's Cleaning Inc/ CJ Tooling/ Wipe Me Down.
Buffalo, New York
01.2014 - 01.2015
- Coordinated business and operation calendars for three separate entities to ensure alignment and efficiency.
- Performed bank reconciliations, expense reimbursements, and managed accounts payable / receivable accounts.
- Executed various human resource duties including interviewing, evaluations, and disciplinary reviews to support team development and compliance.
- Instituted Asset control system to monitor equipment distribution and return of supplies to main office effectively reducing losses from employee negligence and theft.
Co-founder/Owner
Supreme Pizza Products, Inc.
Buffalo, New York
01.2004 - 01.2014
- Co-founder of a successful restaurant and catering business servicing over 200 Clients throughout Genesee County.
- Developed and implemented advertising and marketing strategies to enhance brand awareness.
- Designed cost and inventory processes minimizing spoilage, over-ordering, and theft of $5000 in product weekly.
- Executed human resource duties including interviewing, evaluations, and disciplinary reviews.
- Performed all bank reconcilement's, inventory reconcilement's, managed all accounts payables/receivables.
- Inspected incoming shipments for accuracy against purchase orders prior to storage or distribution.
- Conducted market research to identify potential price adjustments or promotions.
Senior Operations Representative
CITICORP
Buffalo, New York
01.2005 - 01.2008
- Approved daily entries up to one billion dollars affecting general ledgers and client accounts.
- Monitored aged ledger items to ensure compliance with regulatory directives, mitigating potential risks.
- Assessed procedures and recommended process improvements to enhance operational effectiveness.
User Acceptance Training (UAT)/Senior Service Representative
CITICORP
Buffalo, New York
01.2003 - 01.2005
- Managed customer inquiries and resolved issues efficiently.
- Provided expert guidance on financial products and services.
- Executed test scripts to evaluate functionality of current processes under new software.
- Advised developers on necessary changes based on thorough analysis of script outcomes.
- Collaborated with cross-functional teams to enhance service delivery.
Accounting Reconcilement Specialist
CITICORP
Buffalo, New York
01.2001 - 01.2003
- Resolved discrepancies on general ledger and global banking products, ensuring accurate financial reporting.
- Analyzed financial discrepancies between internal records and external statements.
- Collaborated with team members to streamline reconcilement processes and workflows.
- Communicated with clients to resolve account issues and clarifications.
- Developed and documented emergency procedures, enhancing business continuity planning.
Legal Regulatory Analyst I
CITICORP
Buffalo, New York
01.2000 - 01.2001
- Analyzed regulatory compliance for financial products and services.
- Reviewed and interpreted federal and state regulations impacting operations.
- Collaborated with auditors to ensure adherence to regulatory standards in business practices.
- Collaborated with cross-functional teams to ensure adherence to compliance standards.
- Assisted in management of 20 staff members.
Accounting Specialist
CITICORP
Buffalo, New York
01.1996 - 01.2000
- Managed accounts payable and receivable processes efficiently.
- Reconciled financial statements and bank statements regularly.
- Prepared monthly financial reports for management review.
- Monitored, investigated, and analyzed ledger entries using general accounting principles to ensure accuracy and compliance.
- Authorized departmental paperwork and reviewed daily work of 10 employees to maintain quality and adherence to standards.
Education
Buffalo, NY - International Business, Accounting
State University of New York At Buffalo
Buffalo, NY01-2003
Skills
- Customer relationship management
- Order processing
- Custom order management
- Product knowledge
- Process improvement
- ERP system utilization
- Data entry
- Policy compliance
- Regulatory compliance
- Organization and recordkeeping
- Microsoft office
- Time management
- Task prioritization
- Problem solving
- Self motivation
- Senior leadership support
- Document notarization
Timeline
Customer Care Representative/Lead Representative for Will Call (Customer Pickup) Desk
Chudy Paper Company
01.2015 - Current
Office Manager
Christie's Cleaning Inc/ CJ Tooling/ Wipe Me Down.
01.2014 - 01.2015
Senior Operations Representative
CITICORP
01.2005 - 01.2008
Co-founder/Owner
Supreme Pizza Products, Inc.
01.2004 - 01.2014
User Acceptance Training (UAT)/Senior Service Representative
CITICORP
01.2003 - 01.2005
Accounting Reconcilement Specialist
CITICORP
01.2001 - 01.2003
Legal Regulatory Analyst I
CITICORP
01.2000 - 01.2001
Accounting Specialist
CITICORP
01.1996 - 01.2000
Buffalo, NY - International Business, Accounting
State University of New York At Buffalo