Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Maria Tommasi

Venice,FL

Summary

Customer service leader with over ten years of experience in dynamic environments. Demonstrated success in leading teams to exceed performance targets and enhance service quality. Expertise in employee motivation, complex issue resolution, and maintaining professionalism under pressure. Proven track record in improving productivity and customer satisfaction through strategic planning and operational management.

Overview

17
17
years of professional experience

Work History

Recovery/Call Center Team Leader

Sedgwick
10.2016 - Current
  • Lead and supervise a team of 20 representatives, ensuring high levels of service quality, and adherence to compliance standards.
  • Prepare and present detailed performance reports to executive leadership on a daily, weekly, and monthly basis.
  • Monitor calls for quality assurance, and coach representatives to optimize performance.
  • Conduct interviews, hire new staff, and manage performance plans when needed.
  • Design and implement team-building initiatives that boost morale and productivity.
  • Coordinate schedules and conduct annual performance reviews.
  • Serve as an escalation point for resolving complex customer issues.
  • Held regular one-on-one coaching sessions with staff members to encourage personal development.
  • Ensured compliance with industry standards and regulations.
  • Supported the manager in developing plans for future projects, initiatives and objectives.
  • Monitored team performance against targets, taking corrective action where necessary.
  • Delegated tasks appropriately according to individual skill sets.
  • Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.

Freelancer

Charlotte Tilbury
, FL
11.2024 - Current
  • Sales-oriented.
  • Meeting and exceeding daily goals.
  • Exceptional service for our clients.
  • Collaborated with team members to develop creative ideas for upcoming projects.
  • Created content for various websites, blogs, and social media accounts.

Beauty Advisor

Sephora
10.2018 - 03.2024
  • Delivered exceptional customer service by tailoring product recommendations to individual client needs.
  • Promoted Sephora’s loyalty programs and credit offerings to maximize customer engagement.
  • Maintained a clean, welcoming store environment and supported visual merchandising standards.
  • Contributed to team sales goals and participated in storewide events and inventory processes.

Supervisor

Columbia Bank
09.2008 - 10.2016
  • Customer Service Supervisor (2013 – 2016)
  • Supervised a team of 12 service representatives; served as interim manager for 6 months.
  • Produced executive reports on performance metrics and led daily operations.
  • Facilitated scheduling, conflict resolution, and employee coaching.
  • Initiated team-building activities to improve morale and output.
  • Platform Float Teller Supervisor II (2012 – 2013)
  • Oversaw high-value transactions and authorized overrides above $15K.
  • Coordinated promotional events like 'Wayne Day' to engage the community and increase visibility.
  • Teller (2010 – 2012)
  • Handled daily client banking needs with accuracy and professionalism.
  • Resolved customer issues efficiently while ensuring compliance.
  • Customer Service Representative (2008 – 2010)
  • Addressed customer concerns empathetically and resolved problems on the spot.
  • Answered product questions and supported store promotions.
  • Ensured superior customer experience with timely, effective service.

Education

Bachelor’s - Human Resources / Organizational Management

Thomas Edison State University
Trenton, NJ
06-2026

Associate of Science - Business Administration

County College of Morris
Randolph Township, NJ
05.2011

Skills

  • Employee training and coaching
  • Team building and management
  • Conflict resolution strategies
  • Performance analysis and quality assurance
  • Regulatory compliance expertise
  • Time management skills
  • Professional communication techniques
  • Escalation handling proficiency
  • Customer service focus and satisfaction
  • Scheduling and planning proficiency

References

References available upon request.

Timeline

Freelancer

Charlotte Tilbury
11.2024 - Current

Beauty Advisor

Sephora
10.2018 - 03.2024

Recovery/Call Center Team Leader

Sedgwick
10.2016 - Current

Supervisor

Columbia Bank
09.2008 - 10.2016

Bachelor’s - Human Resources / Organizational Management

Thomas Edison State University

Associate of Science - Business Administration

County College of Morris

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