Jeffrey DiMascio
Lansdale,PA
Overview
13
13
years of professional experience
Work History
IT Support/Client Support
How Group
02.2022 - 03.2023
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Interacted with team members across departments to research and resolve customer issues.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
- Used Excel and Servicenow to prepare and submit database statistics, graphs and charts to accurately track financial movements.
Lead Help Manager
Chestnut Hill Hospital
01.2015 - 06.2020
- Set overall vision and provided team leadership.
- Evaluated employee performance and coached and trained to improve weak areas.
- Delegated high volumes of work to empower team, build trust, and assist with professional development.
- Measured team performance and reported metrics to leadership team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Customer Service Representative
Member Solutions Inc.
06.2010 - 01.2015
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Tracked customer service cases and updated service software with customer information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
Education
GED -
Roxborough High School
Philadelphia, PA08.1983
Skills
- Assisting with Navigation
- Special Requests
- Format Development
- Application Process Improvement
- Verbal and Writing Communication
- Client Rapport-Building
- Microsoft Office
- Problem Resolution Aptitude
- Customer Account Management
- Calm and Professional Under Pressure
- Membership Inquiries and Renewals
- Document and Records Management
Timeline
IT Support/Client Support
How Group
02.2022 - 03.2023
Lead Help Manager
Chestnut Hill Hospital
01.2015 - 06.2020
Customer Service Representative
Member Solutions Inc.
06.2010 - 01.2015
GED -
Roxborough High School