Summary
Overview
Work History
Education
Skills
Stevie Award 2023
Timeline
Generic

Shane Giumarello

Milford,CT

Summary

Service-minded and gritty individual seeking a challenge to deliver renowned experiences by leveraging logic, data, experience, and people skills. Desire to rally within a business with equally passionate individuals.

Overview

5
5
years of professional experience

Work History

Customer Experience Manager

FCP Euro
12.2019 - Current

- Earned Stevie Award for Customer Service Team of the Year for 2023

- Scaled call center personnel, processes, and proficiencies through 30%-50% YoY revenue growth while maintaining 99% CSAT (customer satisfaction) score

- Spearheaded VoC (voice of customer) program alongside leadership, driving decisions based in customer sentiment data to maintain at or above a 90 NPS score

- Fostered an authentic, collaborative, and engaged team culture that embodies a service-first mindset

Customer Service Associate

FCP Euro
06.2018 - 12.2019

- Fielded inquiries through Talk and email while exceeding expectations of core KPIs and adherence to the "FCP Euro Service Framework"

- Used a customer-first, service-based mindset to consistently deliver a wow factor above customer expectations

- Owned extra-curricular projects as call center scaling began

Education

Bachelor of Arts -

Hofstra University
Hempstead, NY
2018

Skills

-Zendesk, Google Suite, Confluence, Sigma, Profitco, Front/back-end competencies

-Cross-departmental collaboration and project management, Data analysis, Voice-of-customer program, Constructive feedback, driver of results, driver of customer-first culture

Stevie Award 2023

Front-Line Customer Service Team of the Year for 2023.

Timeline

Customer Experience Manager

FCP Euro
12.2019 - Current

Customer Service Associate

FCP Euro
06.2018 - 12.2019

Bachelor of Arts -

Hofstra University

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Shane Giumarello