Lisa Marzano
Customer Service
Hackettstown,NJ
Summary
Seasoned professional with a robust background in customer service and banking, notably at Henkel. Excelled in enhancing customer partnerships and operational excellence, leveraging strong analytical and problem-solving skills. Proven track record in sales growth and team leadership, adept in Salesforce, SAP and Microsoft Office, ensuring top-notch customer satisfaction and service delivery.
Overview
17
17
years of professional experience
Work History
Customer Service Specialist
Henkel
Bridgewater, US
12.2023 - Current
- Accountable for driving operational service excellence and improving customer partnerships through the execution of premier service delivery
- Develops and maintains strong business relationships with customers, Key Account Management (KAM) and account management decision makers
- Builds strong working relationships with internal teams (supply chain, logistics, product management, quality, technical customer support, and sales) to act as customers point of contact
- Respond to customer requests for orders, quotes, and other customer related inquiries
- Manage customer expectations by pro-actively and clearly communicating our commitments to the customer
- Competent in Salesforce, SAP and Microsoft office
Customer Service Representative
AstrodyneTDI
Hackettstown, US
01.2022 - 12.2023
- Provide support to Customers, Manufacturing Reps and Regional Account Managers
- Primary contact for customers regarding purchase orders, forecasts, expedites, change order requests and service returns
- Monitor customer backlog to maintain optimum performance and efficiency for each shipment
- Represent the customer and Regional Sales person internally to provide excellent customer service and ensure customer satisfaction
- Process RMA transactions, credit and debit memos and cancellation requests as required
- Maintain integrity of Master Data, including customer ship/bill information, Inco terms, customer contact information, etc
- Generate Standard Product quotes from Marketing supplied price lists
- Process purchase orders received from all channels including web e-catalog, email, fax, etc., and ensure order review and transfer to Operations for execution occurs
- Assist Accounting with A/R collections and other Customer payment related issues
- Database, Enterprise Resource Planning Systems (ERP), and Customer Service Relationship Management (CRM)
- Intermediate working knowledge of Microsoft Excel, Word
Universal Banker 2
Peapack Gladstone Bank
Gladstone, US
12.2018 - 12.2021
- Oversee all operations of cash and cash handling in the branch
- Provide Exceptional customer service to new and existing clients
- Open accounts in accordance to the company's Policies & Procedures
- Mentor and Coach employees on sales goals
- Complete Monthly reports to maintain compliance in the branch
Sales Manager
Verizon Wireless
Washington, US
01.2017 - 08.2021
- Train and mentor employees to sell phones and accessories
- Order and maintain inventory
- Contributed to corporate sales goals
- Frequent inventory audits
- Family owned business - prepared business for transfer to new owner
Assistant VP/Branch Manager
Fulton Bank of NJ
Hackettstown, US
10.2007 - 10.2016
- Managed a $90 million branch and 9 employees
- Provided excellent member service and support to bank customers
- Oversee branch operations in compliance with Policies and Procedures
- Coached staff on sales & promotions, audits, operations and customer service
- Developed new business relationships
- Contributed to branch and corporate goals
- Experienced in consumer and small business lending
Education
B.S - Business Administration
Caldwell College
West Caldwell, NJ12.1999
Skills
- Payroll
- Banking
- Supply chain
- QuickBooks
- Continuous improvement
- Multi-tasking
- Order management system
- Aptitude to quickly learn new software including database programs
- Accounts receivable
- Customer support
- Sales Growth
- Microsoft Outlook
- Forecasting
- Communication skills
- Salesforce
- Microsoft Word
- SAP CRM
- Telecommunication
- SQL
- Microsoft Office
- Analysis skills
- Goal-oriented
- Accounts payable
- Financial Analysis
- Account Management
- Microsoft Excel
- Pivot tables
- Team Strategies
- Office Management
- Business analysis
- Order fulfillment
- Math
- Analytical thinker/problem-solver
- Customer service
- Sales Management
- Strong computer skills
- ERP Systems
- Customer relations
- Complaint handling
- QC
- Process optimization
- Problem resolution
- Schedule mastery
- De-escalation techniques
- Conflict mediation
- Telephone etiquette
- Customer relationship management (CRM)
- Call center experience
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Specialist
Henkel
12.2023 - Current
Customer Service Representative
AstrodyneTDI
01.2022 - 12.2023
Universal Banker 2
Peapack Gladstone Bank
12.2018 - 12.2021
Sales Manager
Verizon Wireless
01.2017 - 08.2021
Assistant VP/Branch Manager
Fulton Bank of NJ
10.2007 - 10.2016
B.S - Business Administration
Caldwell College
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