Liana Riccio
Westbrook
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
18
18
years of professional experience
Work History
Service Advisor
Kia
07.2025 - Current
- Assisted customers with service inquiries and appointment scheduling.
- Analyzed vehicle issues and recommended appropriate services to clients.
- Coordinated workflow between service technicians and clients for timely service delivery.
- Educated customers on vehicle maintenance best practices and service options.
- Resolved customer complaints efficiently, enhancing overall satisfaction levels.
- Mentored new staff on customer service protocols and operational procedures.
- Maintained high customer satisfaction standards to meet or exceed targets.
Server/Bartender/Trainer
TBone Prime Steakhouse
11.2024 - Current
- Provided exceptional customer service by promptly greeting and seating guests, taking accurate orders, and delivering food and beverages in a timely manner
- Resolved guest complaints or concerns promptly and professionally, ensuring customer satisfaction at all times
- Assisted in training new waitstaff on restaurant policies/procedures as well as menu knowledge to ensure consistent quality of service
Regional Customer Service Manager
TruGreen
05.2021 - 05.2025
- Overview: Customer-centric and talented Customer Service Manager with a proven track record of improving team performance on customer service metrics, SLA, and customer support through the rolling out of associate training programs.
- Consistently sought-after for the ability to work closely with other departments to devise highly effective customer satisfaction, issue resolution, and customer retention initiatives.
- Characterized as a leader who builds a foundation for customer success by assisting customers in achieving continuous value through in-depth adoption of critical business solutions.
- Achieved the successful return of our work from home associates to the centers by implementing a well-structured plan that included safety measures, gradual integration, and open communication. This helped to ensure a smooth transition back to the centers while prioritizing the well-being and productivity of our teams.
- Impressive ability to manage multiple accounts, boost sales and revenue, develop onboarding processes, as well as organize various impactful professional events and meetups that help build relationships with new hires and staff.
- Successfully led, developed, and enhanced a dozen customer service centers to achieve greatness, driving the most positive customer impacts. Awarded with the highest achievement as 2021, 2022 & 2023 President’s Club Winner.
- Founded the Associate Engagement Team, focusing on fostering a positive and inclusive workplace culture through various activities, initiatives, incentives that boosted morale, teamwork, and overall job satisfaction.
Customer Service Supervisor
TruGreen
01.2017 - 01.2021
- Overview: Hired to deliver consistent customer service quality through the daily management of a team of employees to include hiring, recognizing and rewarding, coaching, counseling, disciplining, training, and problem-solving. Supervise and spearhead a team of superior customer service associates, directing them on tactics to deliver optimal results. Tasked with performing HR responsibilities such as CSR recruitment and onboarding and guaranteeing that policies/procedures are followed while company call standards are met and exceeded. Assigned to develop processes that drive customer retention and help surpass weekly sales goals to become the YTD retention leader for 2 consecutive years. Manage weekly metric standings for our corporate team; maintain a minimum overall rate card score of 4.40-5.0 on a scale of up to 5.0.
- Notable Achievements:
- Liana Riccio
- Laid the groundwork to exceed Retention KPI every week, landing the team #1 for inbound retention 2020 companywide and exceeded the YTD First call resolution goal, landing 2nd in company 2020.
- Mounted strategies that help increase YTD revenue sold by hundreds of thousands of dollars from $607,124.92 in 2019 to $741,928.53 in 2020 while becoming #1 YTD with the team in 2020 and #3 in CSR sales dollar per call.
- Turned around poor performing team in 2019 by providing them with extensive training sessions to become the highest performing teams in under a year.
- Masterminded and led efforts to implement environmental changes in the center to increase workflow as well as test, clean, and utilize equipment to determine usability while disposing unusable equipment and saving cost on new purchases.
- Propelled increase in revenue sold YOY and Customer retention YOY while teaching other associates to achieve the same by conducting intensive training on best practices to complete resolution process, ultimately leading to customer satisfaction.
- Impact driving force behind the encouragement of associate to achieve a promotion within the company like Team Lead, Retention, CCC's, Sales lead and the attainment of the highest achievement as CSR Top 4 within the company in partnership with associates in a contest called Presidents Club.
- Successfully led the transition of multiple teams to work effectively from home by implementing remote communication tools, setting clear goals, and providing continuous support to ensure seamless collaboration and productivity.
- Earned the privilege of becoming an active member of the 'Social Club,' which encourages fun across the care team and led the team in March 2020, creating a month's worth of activities.
- Helmed the successful merging of 2 customer service centers (remote and in-branch associates), built relationships and established trust with a new team, built positive work culture, forming cohesion among the team members.
- Architected and built exceptional standards and rules for the center, identified current leadership opportunities, and implemented a firm performance improvement plan, adjusted the culture by building relationships with my associates and branch partners, and implemented an open-door policy that built trust and encouraged positive reinforcement.
- Enhanced quality outcomes for the company by executing strategic customer care plans and received commendation as the best team of the month in 2019 and 3X's team of the month in 2020.
Server
Davenport's Restaurant
03.2016 - 02.2017
- Overview: Exposed customers to the most satisfactory banqueting experience. Designated to serve customers a variety of food and drinks while also recommending options to indecisive customers. Displayed excellent knowledge of menu, specials, restaurant standards, and policies. Provided services beyond the request of customers to ensure a memorable dining experience. Arranged and tidied up the environment, making it safe, clean, and habitable for guests.
Customer Service Representative
Automated Health Systems
03.2016 - 07.2016
- Overview: Charged with assisting clients on any billing, eligibility, and health plan questions while equally attending to and resolving other customer complaints and concerns. Managed call workflow, maintained and communicated accurate information with all current policies and procedures. Achieved performance standards, including schedule adherence, data entry, FCR, and ACW.
Senior Analyst
Tech Support CVS Heath Call Center
01.2014 - 02.2016
- Overview: Provided IT, hardware, and pharmaceutical support to the store personnel. Identified, raised, and offered solutions under supervision for aspects of the quality system and continuous improvement opportunities within own and team areas. Accountable for safe practices of working and for escalating any issues related to safe working practices. Extended technical expertise and recommendations in assessing new IT software projects and initiatives to support and enhance company operations. Ensured appropriate standards and procedures are adhered to during the development process to support a quality deliverable
Account Associate
Xerox
11.2012 - 12.2014
Assistant Manager
Payless Shoesource
01.2008 - 10.2011
Education
High School Diploma -
South Windsor High School
South Windsor, CTSkills
- Customer service
- Multitasking and organization
- Attention to detail
- Listening skills
- Computer skills
- Strong work ethic
- Team player mentality
- Policy/Regulation Formation
- Client Relationship Development Complaint Handling & Resolution
- Remote Access Software
- Associate Recruiting Customer & Staff Retention
- Training & Development Microsoft Windows Server
- Sales Support & Development
- Customer Support & Crisis Resolution
- Strategic Business Planning
- Team Leadership
- Microsoft Excel
- Performance and Workflow Management
- Continuous Process Improvement Technical Support & Operations Management
- Project & Product Development
- Key Performance Metric, KPIs & ROIs Client Management & Corporate Communication
Links
https://www.linkedin.com/in/liana
Timeline
Service Advisor
Kia
07.2025 - Current
Server/Bartender/Trainer
TBone Prime Steakhouse
11.2024 - Current
Regional Customer Service Manager
TruGreen
05.2021 - 05.2025
Customer Service Supervisor
TruGreen
01.2017 - 01.2021
Server
Davenport's Restaurant
03.2016 - 02.2017
Customer Service Representative
Automated Health Systems
03.2016 - 07.2016
Senior Analyst
Tech Support CVS Heath Call Center
01.2014 - 02.2016
Account Associate
Xerox
11.2012 - 12.2014
Assistant Manager
Payless Shoesource
01.2008 - 10.2011
High School Diploma -
South Windsor High School