Nora Napolitano
Cleveland,OH
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
29
29
years of professional experience
Work History
Customer Service Advocate
PREMIER BANK
Avon, OH
02.2023 - Current
- Greeted customers and provided friendly customer service.
- Balanced cash drawers at the end of each
- Provided accurate, valid, and complete information to customers in a timely manner.
- Developed relationships with customers through friendly conversations.
- Identified potential opportunities to upsell products or services.
Customer Service Specialist
Charter Spectrum
Garfield Heights, OH
09.2001 - Current
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Customer Service Executive
McKesson Health
Brooklyn Hts, OH
05.1995 - 01.2001
- Educated customers on special pricing opportunities and company offerings.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Consulted with customers to resolve service and billing issues.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Upsold additional products and services enhancing value of previous customer purchases and driving revenue growth.
Education
High School Diploma -
Erieview Catholic
Cleveland, OH05.1983
Skills
- Customer Service
- Customer Account Management
- Calm and Professional Under Pressure
- Upselling Products and Services
- Credit Card Payment Processing
- Data Entry and Maintenance
Accomplishments
- Sales - Consistently generated additional revenue through skilled sales techniques.
- Consistently maintained high customer satisfaction ratings.
Timeline
Customer Service Advocate
PREMIER BANK
02.2023 - Current
Customer Service Specialist
Charter Spectrum
09.2001 - Current
Customer Service Executive
McKesson Health
05.1995 - 01.2001
High School Diploma -
Erieview Catholic
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