AccountMate
Michael DeLario
Rochester,NY
Summary
Dedicated customer service professional with strong verbal and written communication skills. Ready to apply analytical and problem-solving skills to help teams resolve customer complaints and foster long-term customer relationships. Confidently adapts to changing situations and works well under pressure.
Overview
16
16
years of professional experience
Work History
Director of Customer Service
Minuteman|Empire Automation Systems
Rochester, NY
02.2008 - 02.2024
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service
- Responded to customer concerns and implemented changes to accounts to resolve issues
- Made recommendations for enhancements to communications, tools, capabilities and product lines to improve customer experience
- Created operational protocols and customer service processes to improve staff performance
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Managed inventory control, material control, accounting and supply reports
- Obtained quotes from various suppliers to determine most cost-effective purchasing options
- Maintained appropriate inventory levels to meet personnel and corporate needs
- Assessed, monitored and reported on work progression
- Cultivated and strengthened customer relationships to drive revenue growth
- Liaised between outside sales representatives and accounts to optimize customer service
- Purchasing for distribution as well as build components (BOM) for our engineering team.
- Conducted regular performance reviews with staff, identifying areas of improvement and providing constructive feedback.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Resolved escalated customer service disputes and complaints, leading to increased customer satisfaction.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Developed customer service scorecards to measure customer service performance.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
Education
Some College - Education
Monroe Community College
Rochester, NY05.2011
Skills
- Project Management
- Customer Relationship Management
- Team Management
- Process Improvement
- Order Entry
- Change Management
- Strategic Planning
- Merchandising
- Microsoft Office
- Employee Orientation
- Returns processing
- Managing Operations and Efficiency
- Interpersonal Relations
- Staff Development
- Budgeting
- Quality Assurance
- Curriculum Development
- Management
- Supply Chain
- Relationship Management
- Purchasing
- Forecasting
- Procurement
- Research
- Teaching
- CRM Software
- Product management
- Analysis skills
- Program management
- Scheduling and Coordinating
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved accountability by introducing ERP reports for teammates daily tasks.
- Collaborated with ERP software Engineer in the development of several programs.
Software
Insightly
Timeline
Director of Customer Service
Minuteman|Empire Automation Systems
02.2008 - 02.2024
Some College - Education
Monroe Community College
Quote
It's nice to be important, but it's more important to be nice.