LISA SILVERGLADE
Titusville,NJ
Summary
Dynamic customer service manager enhancing customer satisfaction through policy development and staff training. Analyzes feedback to drive team productivity and service excellence, while managing inquiries across multiple channels. Maintains high standards of organization and collaboration in a fast-paced environment.
Overview
32
32
years of professional experience
Work History
CUSTOMER SERVICE MANAGER
Mettler Toledo- Pendotech, LLC
Princeton, USA
01.2017 - Current
- Supervised customer service team to ensure high-quality support and satisfaction.
- Trained staff on effective communication and problem-solving techniques.
- Developed and implemented customer service policies and procedures for efficiency.
- Managed customer inquiries across multiple channels including phone, email, and chat.
- Analyzed customer feedback to identify areas for service improvement.
- Coordinated with other departments to resolve complex customer issues promptly.
- Collaborated with supply chain team to optimize inventory management. Maintaining current inventory and customer forecasts.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
OFFICE MANAGER
MELISSA & DOUG, LLC
Cranbury, USA
01.2010 - 06.2017
- Relocated to manage office operations for first distribution center in Cranbury, NJ.
- Assisted California office manager during launch of West Coast distribution center.
- Managed payroll functions, including scheduling, timekeeping, holiday pay, and submission to Paychex.
- Prepared weekly payroll reports for corporate management with comparisons to previous months and years.
- Oversaw purchasing of all supplies and major office equipment.
- Directed daily operations and managed staff of three at East Coast distribution center.
- Supervised human resources functions for over 100 full-time employees, focusing on hiring and training.
- Cultivated collaborative team environment by supporting reception, data entry, or customer service as needed.
ACCOUNTS RECEIVABLE
Melissa & Doug, LLC
Wilton, USA
01.1999 - 01.2010
- Posted all customer payments to their accounts, recording all payments or credit transactions.
- Prepared bills, invoices and bank deposits.
- Created multiple billings for large corporate accounts including Amazon, Ross, T.J. Maxx, WalMart, Toys 'R' Us and Target.
- Arranged collection letters and made collection calls to delinquent accounts.
ACCOUNTS RECEIVABLE MANAGER
CRYSTAL RESTORATION
Norwalk, USA
01.1995 - 01.1999
- Managed all accounts receivable for a fire damage restoration company.
- Prepared bills and posted payments to customer accounts.
- Billed insurance companies for homeowner claims and updated accounts after receiving payments.
- Called past due accounts for collections, sent collection bills and prepared small claims court summonses when outstanding accounts remained delinquent.
Education
N/A -
Southern Connecticut State University
New Haven, CTSkills
- MS office
- SAP- CRM & ECC
- TEAMS
- Quickbooks
- Excel
- Communication strategies
- Customer relationship management
- Conflict resolution
- Customer service
- Policy development
- Employee training
- Problem solving
- Time management
- Team leadership
Accomplishments
- Demonstrated success handling increased responsibilities on a continuous path of professional advancement. Reliable employee with a record of high performance and a strong work ethic.
- Skilled in analyzing client needs, recognizing problems and opportunities, and translating them into viable solutions. Organized, detail-oriented, friendly, courteous.
- Enjoy working with multiple projects and making administrative improvements as needed. Exceptional written and verbal communication skills.
Timeline
CUSTOMER SERVICE MANAGER
Mettler Toledo- Pendotech, LLC
01.2017 - Current
OFFICE MANAGER
MELISSA & DOUG, LLC
01.2010 - 06.2017
ACCOUNTS RECEIVABLE
Melissa & Doug, LLC
01.1999 - 01.2010
ACCOUNTS RECEIVABLE MANAGER
CRYSTAL RESTORATION
01.1995 - 01.1999
N/A -
Southern Connecticut State University