Keri Berardino
Medford,NY
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
15
15
years of professional experience
Work History
Director of Client Services
Lane Valente Industries
Smithtown, NY
07.2019 - Current
- Organize daily workflow and assess appropriate staffing to provide optimal service.
- Handle complaints, provide appropriate solutions and alternatives within appropriate timeframes and follow up to achieve resolution.
- Partner with business leaders to deliver services that support company objectives and consistent with corporate values.
- Develop customizable reporting tools and dashboards to generate client, revenue and internal intelligence reports.
- Manage existing and develope new client relationships, identifying risk and growth opportunities.
- Monitor, measure and drive client services growth and profit objectives by coaching, motivating and disciplining staff.
- Interact with clients on regular basis to quickly alleviate issues and provide project updates.
- Build client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems and following up with potential and existing clients.
- Supervise daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Train, lead and develop client services team and instill knowledge and skills to execute business strategies and deliver maximum customer satisfaction to maintain profitability.
- Encourage creative thinking, problem solving and empowerment as part of facility management group to improve morale and teamwork.
Program Manager
Lane Valente Industries
Smithtown, NY
07.2016 - 07.2019
- Participated in vendor selection and management process for program initiatives.
- Built teams to address project goals and objectives for multiple projects.
- Developed and maintained logistics workflows, procedures and reports.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
Executive Assistant to the Chief Financial Officer
Lane Valente Industries
Smithtown, NY
06.2015 - 07.2016
- Updated spreadsheets and created presentations to support executives and boost team productivity.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Created expense reports, budgets and filing systems for management team.
- Supported business and hospitality needs of corporate partners and staff during meetings and company events.
Project Manager, Client Services
Lane Valente Industries
Smithtown, NY
08.2013 - 06.2015
- Developed and initiated projects, managed costs and monitored performance.
- Established performance and service goals and held associates accountable for individual performance.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Maintained relationships with material vendors to lower costs and diversify capabilities.
- Managed projects from procurement to commission while meeting project deadlines.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
Customer Service/Call Center Manager
Lane Valente Industries
Smithtown, NY
08.2011 - 08.2013
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Responded to customer calls and emails to answer questions about products and services.
- Oversaw hundreds of daily preventative maintenance and reactive work orders.
- Issued purchase orders and payments for material.
- Organized travel for technicians nationwide.
Customer Service Representative
Whelan's International
Ronkonkoma, NY
09.2006 - 09.2010
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Trained new personnel regarding company operations, policies and services.
- Followed up with customers about resolved issues to maintain high standards of customer service while scheduling monthly services.
Education
Bachelor of Arts -
Keene State College
Keene, NH05.2002
Skills
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Building Customer Trust and Loyalty
- Business Management and Development
- Meeting KPIs
- Creative Thinking
- Departmental Collaboration
- Creative Strategies
- Project Workflow Management
- Customer Account Management
- Managing Revenue Projections
- Process Development and Implementation
Accomplishments
- Supervised team of 37 staff members both in the U.S. and oversees.
- Collaborated with team of in the developing relationships with clients and providing quarterly and yearly presentations.
- Organize charity work each year raising money for Childhood Cancer and Breast Cancer.
Timeline
Director of Client Services
Lane Valente Industries
07.2019 - Current
Program Manager
Lane Valente Industries
07.2016 - 07.2019
Executive Assistant to the Chief Financial Officer
Lane Valente Industries
06.2015 - 07.2016
Project Manager, Client Services
Lane Valente Industries
08.2013 - 06.2015
Customer Service/Call Center Manager
Lane Valente Industries
08.2011 - 08.2013
Customer Service Representative
Whelan's International
09.2006 - 09.2010
Bachelor of Arts -
Keene State College
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