Rebecca Mariano
Whitesboro,NY
Summary
Accomplished Chief Service Rep A at National Grid Usa Service Company, adept in complaint resolution and customer relations, significantly enhanced customer satisfaction through strategic service improvements and effective communication. Product knowledge, consistently maintaining high productivity standards. Knowledgeable and dedicated customer service professional with 13yrs experience in industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
34
34
years of professional experience
Work History
Chief Service Rep A
National Grid Usa Service Company
2013.04 - Current
- Respond to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Participate in team meetings and training sessions to stay informed about product updates and changes.
- Help large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provide information about company products and services, and capitalized on upsell opportunities.
- Schedule appointment to resolve more complex issues.
- Respond to customer calls and emails to answer questions about products and services.
- Maintain productivity and quality standards at all times.
- Offer advice and assistance to customers, paying attention to special needs or wants.
- Handle customer inquiries and suggestions courteously and professionally.
Residential Counselor
Oswego County Opportunities
2009.05 - 2013.04
- Addressed behavioral and emotional needs of residents through activities and interventions, increasing resident socialization, interpersonal, and social skills.
- Communicated behavior choices to residents by outlining positive and negative consequences of choices.
- Delivered frequent summaries on resident progression and regression in treatment to provide recommendations towards treatment plan for success.
- Assisted residents in adhering to treatment plans by setting up medical appointments, arranging transportation, coordinating services, and providing emotional support.
Teaching Assistant
Pulaski School District
2002.09 - 2009.03
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
- Supported classroom activities, tutoring, and reviewing work.
Certified Day Care
Self-employeed
1990.09 - 2002.09
Education
Certificate - Certificate in Plumbing/Pipe Fitting
Penn Foster Career School
Scranton, PA03.2013
Associate of Arts - Teaching Assistant
Onondaga Community College
Syracuse, NY05.2008
Skills
- Complaint Handling
- Customer Relations
- Customer Support
- Organization
- Appointment Scheduling
- Product Knowledge
- Paperwork Processing
- Scheduling
- Complaint resolution
- Order Fulfillment
- Materials Transport
- De-Escalation Techniques
- Professional telephone demeanor
- Customer Service
Timeline
Chief Service Rep A
National Grid Usa Service Company
2013.04 - Current
Residential Counselor
Oswego County Opportunities
2009.05 - 2013.04
Teaching Assistant
Pulaski School District
2002.09 - 2009.03
Certified Day Care
Self-employeed
1990.09 - 2002.09
Certificate - Certificate in Plumbing/Pipe Fitting
Penn Foster Career School
Associate of Arts - Teaching Assistant
Onondaga Community College
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