Summary
Overview
Work History
Education
Skills
Activities
Timeline
SoftwareDeveloper
FRANCESCA MANZINI

FRANCESCA MANZINI

Senior Customer Success Specialist
Maynard,MA

Summary

I enjoy working in high-impact positions which leverage my Project Management, Team Management, conflict resolution and customer success expertise skills.

Driven by a positive contributions and a continuous improvement mindset I quickly learn and adapt in new environments to deliver quality results. I'm a strong communicator and problem solver, with extensive international experience, fluent in Italian, English. Enthusiastic, personable and dedicated customer success professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to establish and maintaining excellent relationship with clients. Confident communicator recognized for consistently receiving excellent customer feedback.

Overview

29
29
years of professional experience

Work History

SENIOR CUSTOMER SUCCESS SPECIALIST

SOCOMEC INC
Watertown, MA
09.2019 - 04.2024
  • Planned and executed training sessions to enhance employee performance by targeting areas of improvement.
  • Oversaw the assignment of work tasks and monitored the effectiveness of project team members.
  • Cultivated a positive work environment for the retention of high-performing employees.
  • Established enduring connections with external vendors.
  • Stayed current on industry trends and best practices.
  • Assessed job applicants through interviews, contributing valuable recommendations to HR for hiring decisions.
  • Enhanced efficiency through effective coordination of cross-functional collaboration.
  • Established efficient protocols to optimize operations.
  • Facilitated the growth of team members through mentoring and guidance.
  • Demonstrated the ability to stay composed and professional during challenging moments, diffusing tension effectively.
  • Reviewed completed tasks to ensure they were consistent in terms of quality and conformance.
  • Effectively communicated with stakeholders to maintain strong relationships.
  • Achieved excellent accuracy and timeliness in producing comprehensive reports on project activities.
  • Identified cost reduction and savings opportunities.
  • Delegated responsibilities and established objectives, effectively managing staff.
  • Handled and resolved customer inquiries and complaints at a management level.
  • Suggested changes to project plans.
  • Supplied valuable leadership, mentoring, and knowledge transfer to newly onboarded employees regarding various company programs.
  • Implemented regular check-ins to address potential issues or concerns and maintain customer satisfaction.
  • Developed and deployed tailored initiatives to optimize customer success rates.
  • Developed strong interdepartmental relationships to expedite the resolution of customer complaints.
  • Trained and mentored new team members, promoting productivity, accuracy, and friendly customer service.
  • Took proactive measures to resolve customer escalations by engaging directly with clients.
  • Engaged in discussions with customers to identify best practices and deliver successful results.
  • Led and coordinated the success team, efficiently using operations and resources to drive profitable growth.
  • Coached and trained team on best practices for exceptional customer service.
  • Provided professional management of customer inquiries and complaints.
  • Provided customer assistance through the utilization of multiple software applications.
  • Guided and coordinated customer support teams in multiple locations, optimizing service delivery across different time zones.
  • Consistently achieved or surpassed performance metrics and targets.
  • Provided exceptional service to customers by promptly addressing and resolving their issues, resulting in high levels of customer satisfaction.
  • Efficiently resolved customers' service or billing complaints by making necessary adjustments to their bills and issuing prompt refunds.
  • Delivered exceptional customer service by offering detailed product knowledge, addressing inquiries both over the phone and in person, promptly processing orders.
  • Efficiently partnered with teammates to reach targets.
  • Effectively communicated and elevated challenging problems to the appropriate teams for swift resolution.
  • Delivered exemplary service by demonstrating empathy towards customer concerns.
  • Executed order and return processing with efficiency and accuracy, enhancing customer satisfaction.
  • Boosted customer satisfaction through quick problem-solving, effective solution recommendations, and timely response to inquiries.
  • Exceeded service goals by applying customer service, sales, and employee management best practices.
  • Collaborated with colleagues through peer coaching to optimize representative effectiveness.
  • Effectively recorded and tracked interactions using CRM systems.
  • Continuously updated knowledge of company policies and procedures.
  • Recorded all customer interactions and transactions meticulously, leaving no detail uncovered.
  • Successfully modified communication approach to engage with varied customer demographics
  • Successfully managed a high volume of inbound customer calls demonstrating professionalism.
  • Managed and resolved customer issues to guarantee optimal satisfaction.
  • Successfully guided and supported junior team members, while also maintaining positive employee relationships.
  • Provided consultation services to customers, addressing their needs and resolving any concerns they had.
  • Delivered exceptional customer support through prompt responses to inquiries, resolution of issues, and provision of real-time updates on account information.
  • Informed customers of product details, pricing structures, and company policies for efficient issue resolution.
  • Utilized a composed approach during customer conflicts and challenging scenarios..
  • Consulted with manufacturing and production teams to evaluate delivery timeframes and harmonize schedules.
  • Implemented new solutions for resolving outstanding issues on customer accounts through continuous monitoring.
  • Handled end-to-end management of customer purchase orders, effectively coordinating processing, scheduling, and execution.
  • Simplified record-keeping processes by gathering and centralizing customer names, contact information, and payment details.
  • Demonstrated strong product knowledge to swiftly address customer queries and effectively seize upselling chances.
  • Traveled to customer locations to resolve on-site issues and promote loyalty.
  • Responsible for training new hires in effective customer service techniques.
  • Maintained up-to-date information on order shipments by tracking them via shipping companies' websites.

QUALITY ASSESSOR

MORLEY
SAGINAW, MI
01.2019 - 09.2019
  • Conducted quality assessments for Arkansas Blue Cross Blue Shield
  • Contributed to the establishment of a comprehensive quality and audit process under the guidance of call center management
  • Performs regular assessments of randomly selected agents calls
  • Effectively utilized quality recording software platform to complete agent evaluation forms.
  • Developed individual agent performance scorecards and aggregated department scores.
  • Implemented improved ratings for direct impact agents
  • Delivered accurate and prompt feedback on performance outcomes.
  • Delivered comprehensive recommendations and successfully executed them
  • Identified opportunities to enhance work processes and environment
  • Recognized obstacles that impacted positive experiences by identifying process issues and implementing effective changes
  • Empowered Customer Service Representatives with valuable coaching and training opportunities.

HEALTH CARE SPECIALIST

MORLEY
10.2018 - 02.2019
  • Health Care Specialist for Arkansas Blue Cross Blue Shield
  • Customer service Representative
  • Benefits and claim specialist
  • Medipack Advantage plans

LOGISTICS SDS EU/UK

AMAZON
05.2017 - 10.2018
  • Project Manager for Contracted Amazon Carriers - Logistics Management, including on-time delivery monitoring, carrier support
  • Special Projects Leader - Utilizing Lean Six Sigma and Kaizen techniques for root cause analysis, I am responsible for leading a team project to improve and modify current work processes for the EU team to enhance on-time deliveries and efficiencies around team response time
  • Team Representative for creating and leading Gemba walks for continuous improvement

OFFICE MANAGER

GOSEN INVESTMENTS
07.2014 - 09.2015
  • Supported Company Management by efficiently managing office tasks and fostering positive customer interactions
  • Managed overall office operations, including client database and appointment management. Organized meetings and created detailed agendas.
  • Established a systematic approach for reviewing, correcting, and finalizing different types of financial transactions for management.

TENNIS INSTRUCTOR AND SALES ASSOCIATE

GREATER MIDLAND TENNIS CENTER
10.2013 - 04.2015
  • Assistant Tennis Coach - Group training for Kids 10 and Under Program
  • Responsibilities included lesson plans, skills assessment and teaching
  • Sales Associate and Racquet Stringer - Managed daily store activities and marketing events, increasing sales using various promotion techniques
  • Became proficient in racquet stringing as an additional store responsibility.

LANGUAGE CONSULTANT & INSTRUCTOR

SELF EMPLOYED & VARIOUS
HOUSTON, TX
01.2005 - 09.2013
  • Delivered dynamic teaching sessions for both beginner and advanced students of Italian and German languages, encompassing a wide range of age groups.
  • Developed personalized lesson plans and curriculum design to enhance learning experiences.
  • Employ the Berlitz learning method for teaching. Specialized in language instruction for corporate clientele.
  • Italian & German Language instructor
  • Language instructor & BERLITZ US
  • Language teacher at the Italian Cultural & Community Center
  • Italian teacher and class coordinator at Zurich International School.

FINANCIAL ADVISOR

VARIOUS
01.1995 - 01.2001
  • Generated revenue by effectively promoting and selling multiple financial products to an extensive clientele with a $2 million portfolio.
  • Certified Financial Planner - Zoccatelli Assicurazioni at Millenium Insurance Broker S.A
  • Certified Financial Planner at BNP Paribas Asset Management

Education

EXECUTIVE PROFESSIONAL CERTIFICATION IN MANAGEMENT -

UNIVERSITY OF NOTRE DAME
01.2016

FOREIGN LANGUAGES TUTOR CERTIFICATION -

BERLITZ INTERNATION LANGUAGE SCHOOL
01.2006

FINANCE & ACCOUNTING -

UNIVERSITA' CA' FOSCARI DI VENEZIA/CAMERA DI COMMERCIA DI VENEZIA
01.1997

Skills

  • Project Management
  • Analytical Thinker
  • Strong Interpersonal Skills
  • Multi-Cultural Experience
  • Results-Oriented
  • Sales Support
  • CRM Software
  • Data Entry
  • Call Management
  • Complaint resolution
  • Customer Education
  • Data Collection
  • Inbound and Outbound Calling
  • Account Management
  • Administrative Support
  • Report creation
  • Dispute Resolution
  • Microsoft Office Suite
  • Shipping and receiving understanding
  • Problem-solving abilities
  • Customer Relations
  • Warranty Service
  • Positive and professional
  • Building rapport
  • Staff Training
  • Computer Proficiency
  • Medical terminology knowledge
  • Process Optimization
  • De-Escalation Techniques
  • Customer Relationship Management (CRM)
  • Call triaging
  • Critical Thinking
  • Project management abilities
  • Complaint Handling
  • Prioritization
  • Follow-up skills
  • Microsoft Excel
  • Senior leadership support
  • Client Relations
  • Adaptive team player
  • Order Fulfillment
  • High-energy attitude
  • Microsoft Outlook
  • Professional telephone demeanor
  • Sales closing
  • Coordination
  • Business development understanding
  • Product Education
  • Product Knowledge

Activities

  • Volunteer for Centria Healthcare - Work with individuals diagnosed with Autism Spectrum Disorder
  • Big Brothers/Big Sisters - Tutor kids enrolled in the program, focused on building their reading and comprehension
  • United States Tennis Association (USTA) - PTR Certification (Professional Tennis Register), Professional Tennis Instructor

Timeline

SENIOR CUSTOMER SUCCESS SPECIALIST

SOCOMEC INC
09.2019 - 04.2024

QUALITY ASSESSOR

MORLEY
01.2019 - 09.2019

HEALTH CARE SPECIALIST

MORLEY
10.2018 - 02.2019

LOGISTICS SDS EU/UK

AMAZON
05.2017 - 10.2018

OFFICE MANAGER

GOSEN INVESTMENTS
07.2014 - 09.2015

TENNIS INSTRUCTOR AND SALES ASSOCIATE

GREATER MIDLAND TENNIS CENTER
10.2013 - 04.2015

LANGUAGE CONSULTANT & INSTRUCTOR

SELF EMPLOYED & VARIOUS
01.2005 - 09.2013

FINANCIAL ADVISOR

VARIOUS
01.1995 - 01.2001

EXECUTIVE PROFESSIONAL CERTIFICATION IN MANAGEMENT -

UNIVERSITY OF NOTRE DAME

FOREIGN LANGUAGES TUTOR CERTIFICATION -

BERLITZ INTERNATION LANGUAGE SCHOOL

FINANCE & ACCOUNTING -

UNIVERSITA' CA' FOSCARI DI VENEZIA/CAMERA DI COMMERCIA DI VENEZIA

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