Meredith Burgos
New York,NY
Summary
Customer Service and Operations Professional with 20 years of progressive experience in customer success, client relations, account management, and team leadership, consistently recognized for driving customer satisfaction, retention, and operational excellence.
Professional administrative expert prepared for leading and optimizing office operations. Strong focus on team collaboration and achieving results, adaptable to changing needs. Skilled in project management, process improvement, and communication. Reliable and efficient with proactive approach to problem-solving and organizational excellence.
Overview
26
26
years of professional experience
Work History
Client Administrative Manager
123 Backflow Testing
Queens, NY
05.2024 - Current
- Client Care Administrator specializing in the coordination of scheduling, billing, and compliance documentation for backflow prevention services. Serve as the primary liaison between property owners, certified testers, and local water municipalities to ensure timely service delivery and regulatory compliance. Skilled in managing service workflows, maintaining accurate records, and facilitating clear communication among all stakeholders to support efficient operations and adherence to municipal requirements.
- Key Accomplishments
- Managed high-volume inbound and outbound customer communications via phone, email, text messaging, and live chat, consistently delivering exceptional customer service and timely issue resolution.
- Coordinated the scheduling, dispatching, and tracking of service, installation, and repair appointments while ensuring efficient allocation of technician resources.
- Served as the primary point of contact for customers, overseeing issue resolution from initial inquiry through successful completion and follow-up.
- Maintain proactive communication with technicians, customers, estimate/install/repair team to ensure seamless project execution and service delivery.
- Review and approved service, installation/repair quotes, applied authorized discounts, and facilitated customer approvals to support revenue generation and customer retention.
- Relationship Manager for National Account and Suffolk accounts, fostering strong client relationships and ensuring superior account support.
- Coordinated with local water authorities to ensure regulatory requirements, permits, submissions, and compliance documentation were properly processed and approved.
- Tracked purchase orders and equipment deliveries, providing customers with regular status updates and accurate delivery expectations.
- Managed collections activities, including payment processing, payment follow-ups, and account reconciliation efforts.
- Dispatched emergency service requests.
- Managed daily office operations, ensuring compliance with industry regulations and organizational policies.
Customer Care Dispatcher
AMHAC
Eastchester, NY
07.2023 - 05.2024
- HVAC Customer Service dispatcher served as a pivotal liaison between clients and field technicians. Responsible for receiving and prioritizing service requests, coordinating efficient technician scheduling and routing, and ensuring timely resolution of heating and cooling service issues.
- Key Accomplishments
- Managed high-volume inbound and outbound customer communications via telephone, email, text messaging, prioritized urgent requests, and emergency dispatches
- Scheduled, coordinated, and dispatched service requests and emergency service tickets, ensuring timely response and efficient technician allocation.
- Processed and maintained customer account information, service records, and work orders with accuracy and attention to detail.
- Maintained ongoing communication with field technicians to coordinate service activities, address issues, and ensure successful job completion.
- Conducted follow-up communications regarding services, installations, repairs, and recommendations to ensure customer satisfaction and project completion.
- Reviewed service tickets, updated service requirements, documented issues, and ensured accurate recordkeeping throughout the service lifecycle.
- Approved and applied customer credits and discounts in accordance with company policies and service resolutions.
- Served as a liaison between customers and technicians, facilitating effective communication, troubleshooting concerns, and driving issue resolution.
- Collaborated cross-functionally with team members to deliver a high-quality customer experience and strengthen client loyalty.
- Tracked purchase orders and equipment deliveries, providing customers with timely updates regarding order status and expected delivery dates.
- Acted as the primary point of contact for customer concerns, overseeing issue resolution from initial report through successful completion.
- Consistently maintaining high levels of customer satisfaction through responsive service, effective problem-solving, and proactive communication.
Customer Experience Manager
Rectangle Health
Valhalla, NY
03.2023 - 07.2023
- Played a key role in driving customer growth, loyalty, and retention through proactive engagement, relationship-building, and exceptional service delivery.
- Leveraged extensive knowledge of customer engagement platforms and communication channels to provide personalized support and enhance the overall customer experience.
- Educated customers on product and service features, benefits, and solutions, increasing adoption, engagement, customer satisfaction, and revenue opportunities.
- Maintained detailed and accurate documentation of customer interactions, service outcomes, and follow-up activities to support performance tracking and continuous improvement.
- Conducted consistent follow-up communications to ensure customer satisfaction, address concerns, and strengthen long-term client relationships.
- Developed a comprehensive understanding of customer needs, business objectives, and operational challenges to provide effective solutions and strategic recommendations.
- Managed high-volume customer interactions while maintaining professionalism, responsiveness, and a customer-first approach.
- Identified customer pain points and delivered timely resolutions, contributing to improved customer retention and positive service outcomes.
- Assessed individual customer requirements and recommended tailored products, services, and solutions that aligned with their specific needs and goals.
- Demonstrated strong interpersonal, communication, and problem-solving skills while consistently delivering a high level of customer care and support.
- Fostered trust-based relationships with customers by serving as a reliable resource, advocate, and primary point of contact throughout the customer journey.
Customer Service Representative
Avesis Inc. Insurance Company
New York, NY
01.2023 - 03.2023
- Delivered exceptional customer support to health plan members and healthcare providers, ensuring accurate information, timely issue resolution, and a positive service experience.
- Maintained extensive knowledge of insurance plans, benefits, claims processes, and member services to effectively educate and assist customers.
- Managed high-volume inbound telephone inquiries from members and providers, addressing questions, concerns, and service requests with professionalism and efficiency.
- Resolved website access and navigation issues by troubleshooting technical problems and guiding users through online account management processes.
- Provided detailed explanations of benefits, coverage, eligibility, and claim status information, ensuring members and providers fully understood available services.
- Responded to customer email inquiries promptly and accurately, maintaining clear communication and thorough documentation.
- Collaborated with members, providers, and internal departments to research issues, provide updates, and facilitate timely resolutions.
- Educated members and providers on website functionality, self-service tools, and online resources, improving user engagement and accessibility.
- Demonstrated strong problem-solving, communication, and customer service skills while consistently meeting quality and performance expectations.
- Built positive relationships with members and providers by delivering personalized support, accurate information, and customer-focused experience.
Customer Service Manager
Aqueduct Plumbing Services
Valhalla, NY
04.2021 - 11.2022
- Established and maintained strong client relationships that contributed to repeat business, customer retention, and referral growth. Leverage extensive product knowledge to educate customers and recommend solutions best suited for residential, commercial, and event needs.
- Recognized for exceptional performance through multiple promotions and increased leadership responsibilities.
- Key Accomplishments
- Managed daily call center operations, ensuring service excellence, operational efficiency, and achievement of departmental objectives.
- Monitored and maintained key performance indicators (KPIs), driving team accountability, productivity, and customer satisfaction.
- Reviewed and approved employee PTO requests while supporting workforce scheduling and operational coverage.
- Recruited, trained, mentored, and coached new team members, fostering professional development and high-performance standards.
- Managed high-volume inbound and outbound customer communications via phone, email, text messaging, and live chat.
- Scheduled, coordinated, and dispatched routine, emergency, installation, and service tickets to maximize technician efficiency and customer responsiveness.
- Processed customer account information, service records, and work orders with a high degree of accuracy and attention to detail.
- Maintained ongoing communication with customers and field technicians to ensure seamless service delivery and issue resolution.
- Conducted proactive follow-up on services, installations, recommendations, and customer concerns to ensure satisfaction and retention.
- Reviewed service tickets, updated service requirements, documented issues, and ensured accurate tracking throughout the service lifecycle.
- Authorized customer credits and discounts in accordance with company policies while balancing customer satisfaction and business objectives.
- Served as the primary liaison between customers and technicians, facilitating communication, troubleshooting concerns, and driving timely resolutions.
- Collaborated cross-functionally with internal teams to deliver superior customer experience and strengthen long-term client loyalty.
- Tracked purchase orders, monitored delivery timelines, and provided customers with accurate updates regarding order status and expected delivery dates.
- Acted as the primary point of contact for escalating customer concerns, managing issue resolution from initial report through successful completion.
- Consistently maintaining high levels of customer satisfaction through proactive communication, effective problem-solving, and customer-focused service.
- Demonstrated strong leadership, organizational, and multitasking abilities in a fast-paced, high-volume customer service environment.
Client Services Customer Service Agent
Pentegra Retirement Services
White Plains, NY
10.2020 - 04.2021
- Delivered exceptional customer support to defined contribution and defined benefit plan participants, providing guidance on retirement plan services, account management, and online resources.
- Utilized extensive knowledge of retirement products and services to educate participants and help them make informed decisions aligned with their retirement goals.
- Key Accomplishments
- Managed high-volume inbound customer inquiries, providing accurate information regarding retirement plans, account activity, benefits, and available services.
- Assisted participants with website navigation, account access, and online self-service tools, ensuring a seamless digital experience.
- Processed retirement account transactions, including contributions, withdrawals, account updates, and related service requests with accuracy and compliance.
- Responded to participant email inquiries promptly and professionally, ensuring timely issue resolution and customer support.
- Collaborated with clients, plan participants, financial representatives, and sales agents to maintain accurate account information and address service-related concerns.
- Educated participants on retirement plan features, available resources, and account management options to enhance engagement and financial awareness.
- Maintained detailed records of customer interactions, transactions, and service requests to ensure accuracy and regulatory compliance.
National Customer Service
Amscan Inc.
Elmsford, NY
01.2000 - 02.2019
- Delivered exceptional customer support to National and International wholesale clients purchasing party supplies and related products in high-volume transactions.
- Cultivated strong client relationships that contributed to repeat business, customer retention, and referral growth.
- Leveraged extensive product knowledge to educate customers on solutions best suited to their business needs and event requirements.
- Recognized for outstanding performance through multiple promotions and expanded responsibilities.
- Key Accomplishments
- Served as a primary point of contact for wholesale clients, providing personalized support and ensuring a seamless customer experience.
- Collaborated with clients, sales representatives, and internal departments to identify issues, develop solutions, and drive timely resolution.
- Reviewed purchase orders, invoices, payments, and supporting documentation to identify discrepancies and ensure accuracy in order processing.
- Coordinated with cross-functional teams to deliver exceptional customer service and strengthen long-term client relationships.
- Monitored warehouse inventory levels and provided customers with accurate product availability and fulfillment information.
- Tracked orders from placement through delivery, proactively communicating status updates and expected delivery timelines to clients.
- Managed customer concerns and escalations from initial report through successful resolution, ensuring a high level of customer satisfaction.
- Developed and maintained strong vendor relationships to facilitate order fulfillment, inventory management, and on-time deliveries.
- Demonstrated exceptional organizational and multitasking abilities while managing large workloads in a fast-paced wholesale distribution environment.
- Recognized by management as a dependable and high-performing team member capable of balancing competing priorities while maintaining accuracy and service excellence.
Education
Associate of Science -
Manhattan College
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Pace University
Skills
- Client Relations
- Customer Experience
- Relationship Building
- Call Center Operations
- Account Management
- Timelines & Deliverables
- Office administration
- Account reconciliation
- Credit and collections
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Client Administrative Manager
123 Backflow Testing
05.2024 - Current
Customer Care Dispatcher
AMHAC
07.2023 - 05.2024
Customer Experience Manager
Rectangle Health
03.2023 - 07.2023
Customer Service Representative
Avesis Inc. Insurance Company
01.2023 - 03.2023
Customer Service Manager
Aqueduct Plumbing Services
04.2021 - 11.2022
Client Services Customer Service Agent
Pentegra Retirement Services
10.2020 - 04.2021
National Customer Service
Amscan Inc.
01.2000 - 02.2019
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Pace University
Associate of Science -
Manhattan College