Summary
Overview
Work History
Education
Skills
Timeline
Generic

Marlene DiPaulo

Syracuse

Summary

Experienced professional with a background in management, customer service, training, supply chain management, and call centers across telecommunications, manufacturing, and insurance industries. Known for delivering results through effective leadership and unwavering integrity. Seeking a challenging career opportunity to contribute as a collaborative team player and strong leader.

Overview

18
18
years of professional experience

Work History

Customer Service and Accounting

Davies Life and Health
03.2022 - 04.2025
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Organized and detail-oriented with a strong work ethic.
  • Handled escalations quickly and empathetically
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • processed checks and ran trough the bank, handled all associated check reports and trained a new person on the accounting process.
  • handled incoming emails regarding accounting questions.
  • Responsible for a work list with items processed within 48 hours.

Customer Service Representative

PPC
01.2021 - 03.2022
  • Respond in a timely manner to all customer requests/inquiries (pricing, availability of product, sample requests).
  • Responsible for order entry into SAP and provide stock availability and lead times, product change, quote, and order status.
  • Provide shipping date and tracking to customers.
  • Process RMAs for credits to customers when needed.
  • Qualify leads which have supplied by the marketing department-based interest by the customer if a need has been identified during qualification process, pass the lead to sales or the distributor.
  • Worked in a home base office using Teams for meetings with Manager, team, and other departments.
  • Worked in a very face paced environment handing many different requests for customers and agents, through email and phone calls.

Inside Sales Support

Ephesus Sports Lighting
01.2018 - 01.2020
  • Initial point of contact for the pre and post sales teams.
  • Handled warranty claims in which customers had fixtures at their sports location and I would process orders through SAP to get the new fixture out to them or get the fixture returned and repair then send back out to them.
  • I was also put together labor requests in which the customer requests the work to be covered to get the faulty fixture down and new one back up.
  • I also worked in the pre sales support team in which we would have internal contact with agents and Business Development managers to create Margin analysis and proposals on new business for them to present to the new project.
  • Requested Photometric designs for the new project and worked our proposal and poles request off of the design.

Inbound Account Consultant

Spectrum Business
01.2013 - 01.2018
  • Results driven and customer focused with ability to maximize sales and retain customers by confidently creating value in inbound call center; specializing in Phone, Internet, and TV products.
  • Manage accounts by demonstrating strong communication, retention skills, and technology knowledge.
  • Adaptable to all aspects of business segments in an ever-changing work environment with an understanding of sales goals, performance measurement, and performance improvement techniques.
  • Experienced in multiple communications platforms for customer service delivery, including: Live Web Chat from customers looking for information on new Phone, Internet, and TV service and transitioned them into sales.

Fiber Customer Support Analyst

Verizon
01.2007 - 01.2013
  • Initial point of contact for provisioning and maintenance for customer inquiries.
  • Handled inbound customer calls in a call center environment regarding any breakdown in Verizon FIOS services.
  • Performed numerous functions while communicating and negotiating with internal and external customers and other stakeholders.
  • Strong understanding of PC, telephone, and TV components and functionality; in order to work with customers to analyze isolate and resolve problems.
  • Set up trouble reports and service orders to appropriate installation and repair forces.

Education

Criminal Justice -

Onondaga Community College
Syracuse, NY

Political Science - undefined

Syracuse University
Syracuse, NY

Skills

  • Microsoft Outlook
  • Microsoft Word
  • Microsoft Excel
  • ADP
  • TEAMS
  • Customer Service Interface System
  • CM
  • Salesforce
  • KRONOS
  • ICOMS

Timeline

Customer Service and Accounting

Davies Life and Health
03.2022 - 04.2025

Customer Service Representative

PPC
01.2021 - 03.2022

Inside Sales Support

Ephesus Sports Lighting
01.2018 - 01.2020

Inbound Account Consultant

Spectrum Business
01.2013 - 01.2018

Fiber Customer Support Analyst

Verizon
01.2007 - 01.2013

Political Science - undefined

Syracuse University

Criminal Justice -

Onondaga Community College

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