SHARON DASILVA
Abington,PA
Overview
37
37
years of professional experience
Work History
Customer Service Manager
Max Solutions
01.2023 - Current
- Led a customer service/project management team of 7-10 supporting commercial printing clients while maintaining high service standards and strengthening long-term customer relationships.
- Expanded and developed the customer service team to support company growth, improve response times from 4 days to 48 hours, and strengthen customer retention.
- Tracked and analyzed customer service KPIs to identify trends, improve service delivery, and drive continuous performance gains.
- Managed customer account records with a high level of accuracy, ensuring timely communication and seamless order support.
- Recruited, trained, and mentored new customer service representatives, promoting consistent service standards and continuous professional development.
- Collaborated with customers and internal teams through phone, email, and virtual communication platforms to deliver responsive service and timely issue resolution.
- The team supported a portfolio of over 100 commercial printing clients.
Customer Service Manager
J.G. Finneran Associates
Vineland, NJ
01.1990 - 01.2023
- Managed customer service operations for a global laboratory supply manufacturer, supporting domestic and international customers. 240 domestic accounts and 140 international accounts. Orders processed monthly - on average 803 domestic orders and 150 international orders.
- Built long-term relationships with distributors, manufacturers, and key accounts through responsive service and proactive communication.
- Successfully resolved complex customer issues while maintaining a high level of customer satisfaction. Customer Satisfaction Rating - KPIs - 90%
- Worked closely with Sales, Production, Shipping, and Quality Assurance to ensure timely order fulfillment.
- Managed a customer service staff of 3-5, established performance expectations, and coached employees to achieve department goals.
- Total annual Sales - $22 million - 70% domestic 30% international, 48 International countries.
- Global laboratory supply manufacturer
Quality Assurance & Shipping Manager
J.G. Finneran Associates
Vineland, NJ
01.2007 - 01.2020
- Managed Quality Assurance team of 8 and Shipping team of 6 while maintaining ISO 9001 compliance across 13 years of operations.
- Oversaw shipping processes to ensure accurate, on-time order fulfillment.
- Partnered with Production and Customer Service teams to resolve quality issues and improve customer satisfaction.
- Reduced shipping error rate by 48%.
- Identified and implemented process improvements that increased operational efficiency.
- Internal Auditing Certified
- Global laboratory supply manufacturer
Timeline
Customer Service Manager
Max Solutions
01.2023 - Current
Quality Assurance & Shipping Manager
J.G. Finneran Associates
01.2007 - 01.2020
Customer Service Manager
J.G. Finneran Associates
01.1990 - 01.2023