Kelly Avagnano
Totowa
Summary
Bilingual customer service specialist with over 15 years of experience in the manufacturing and production industry, excelling in customer support, operations management, client relations, and team building. Expertise in engaging with a diverse clientele to identify tailored solutions that drive satisfaction and loyalty. Proven ability to foster strong relationships and enhance operational efficiency through effective communication and collaboration. Committed to delivering exceptional service while contributing to organizational success.
Overview
20
20
years of professional experience
Work History
Senior Customer Service Specialist
Inteplast Corporation
05.2020 - Current
- - Responsible for servicing national accounts such as Starbucks, Sysco, and major janitorial distributors
- - Analyze reports to track open orders and inventory flow.
- - Act as a liaison between customers, sales representatives, the pricing department, and unit heads.
- - Process incoming orders in a timely and accurate manner.
- - Research pricing disputes, customer complaints, and production issues, and file claims accordingly; follow through to resolution.
- - Follow all standard operating procedures (SOP) in accordance with company guidelines to meet ISO certification standards.
- - Collaborate with sales teams to grow the customer base and maintain existing relationships.
- - Utilize years of service experience to assess the best course of action in any situation, focusing on achieving positive results.
- - Participate in and deliver sales and customer service presentations for the company.
- - Interview potential new members of the customer service team and provide feedback to management.
Customer Service Coordinator
Inteplast Corporation
04.2013 - 05.2020
- - Receive and process purchase orders and sample requests.
- - Monitor production to keep customers informed about the status of their orders.
- - Generate monthly reports to identify and address gaps in customer service delivery.
- - Resolve customer complaints and maintain accurate database records.
- - Report and address customer service issues promptly.
- - Open new customer accounts.
Administrative Assistant
Inteplast Corporation
07.2010 - 04.2013
- Reported to senior managers while handling administrative duties such as maintaining production schedules, purchasing supplies, and hiring vendors.
- Applied problem-solving skills to address employee, customer, and management issues.
- Managed workflow between departments by arranging meetings, composing correspondence, and overseeing calendars.
- Ensured efficient production in a fast-paced environment by processing new orders and delegating tasks as needed.
Receptionist – Service Department
Mercedes-Benz of Morristown, Service & Sales Department
06.2006 - 06.2010
- Report directly to two upper managers and six service advisors.
- Assist in the training of new customer representatives and associates.
- Track and secure daily transactions totaling up to $20,000.00.
- Coordinate and schedule 60+ service appointments daily.
- Conduct outgoing customer satisfaction surveys on a daily basis.
- Provide quality customer service.
Education
Bachelor of Science - Business Administration- Management
Berkeley College
West Paterson, NJSkills
- Skilled in Microsoft Office Suite and AS400
- Effective communication and organization
- Detail-oriented and organized
- Proficient in Spanish
Timeline
Senior Customer Service Specialist
Inteplast Corporation
05.2020 - Current
Customer Service Coordinator
Inteplast Corporation
04.2013 - 05.2020
Administrative Assistant
Inteplast Corporation
07.2010 - 04.2013
Receptionist – Service Department
Mercedes-Benz of Morristown, Service & Sales Department
06.2006 - 06.2010
Bachelor of Science - Business Administration- Management
Berkeley College