Silvana R. Mastrolia
Customer Experience
Edgewater,N.J
Summary
Motivated Senior Customer Service Professional with a proven track record of leadership and superior customer service. Excellent written and verbal communication skills. Builds strong client relationships and enhances customer experience. Embraces teamwork to achieve objectives. Strong background in problem solving, partnership-building, customer relationships, and business growth strategies.
Overview
27
27
years of professional experience
Work History
Facility Coordinator/ Host
Focus Corssroads
East Rutherford, NJ
05.2015 - Current
- Manage and streamline facility operations.
- Responsible for greeting and hosting global big company clients, along with study participants.
- Maintain accuracy and organization by ensuring proper completion and filing of all paperwork, including high confidentiality agreements and questionnaires.
- Conducted interviews to verify candidates' eligibility for group studies.
- Play an active role in supporting the qualitative marketing research team's efforts to reach financial objectives through idea contribution and task execution.
- Provided research expertise to a diverse range of successful companies, including those in business-to-business, financial services, pharmaceutical, communications, retail, and technology industries.
- Oversee and conduct qualitative research studies on a global scale for diverse companies and clients.
- Provided seamless concierge services such as food & beverage service, car services, printing and copying for a hassle-free operation.
- Dedicated Specialist in project execution and client assistance for research studies.
- Served as the key point of contact for effective collaboration amongst VP, clients, and research participants.
- Assisted in upkeep of transparent documentation for effective management.
- Examined data points to discover relevant information on customer behaviors and interests.
- Implemented effective strategies for optimizing operational procedures and minimizing costs.
- Devised strategies to increase engagement and improve communication within the team
- Contributed to the preparation of presentations for senior management meetings.
Marketing Research Analyst/ Recruiter
Russell Research
East Rutherford, NJ
05.2015 - Current
- Quick and efficient recruitment specialist possessing top-notch skills to assemble targeted professionals at local, national, or global level with ease.
- Collaborated with senior officials in efficiently managing everyday tasks covering email & call responses, document arrangement besides providing superior service standards for customers.
- Dialed high volume calls daily, interviewing consumers, businesses, and healthcare professionals for study qualification.
- Demonstrated strong interpersonal skills, multitasking abilities, and proficiency in teamwork and efficiency.
- Networked with C-level executives from different organizations using LinkedIn Sales Navigator to engage in focus groups for conducting paid marketing research studies.
Account Manager/Client Services
Consumer Media Network
Saddle Brook, NJ
08.2010 - 07.2014
- Provided weekly reports to Senior Director of Operations, measuring work against budget and approved resource development goals.
- Provided regular updates to Managers and Senior Director of Operations regarding market insights acquired from outreach and promotional activities during weekly meetings.
- Handled all customer service tasks and addressed clients' needs including managing high volume calls and emails.
- Effectively handled the growth and development of new as well as established accounts.
- Optimized strategies for ongoing campaigns within budget, resolved client support issues to ensure satisfaction.
- Aided the VP in cultivating new client relationships to drive business growth.
- Maintained a comprehensive data management system to track outreach, relationship development, and retention efforts. Regularly reviewed by the Senior Director of Operations.
- Saddle Brook, NJ
Customer Service/Client Relations
Nourison Rug Corp
Saddle Brook, NJ
11.1997 - 03.2010
- Managed over 20 of the company’s major accounts which included: department stores, specialty retailers, large buying groups, and small business owners
- Handled all aspect of customer service high volume call center, from order entry, to shipping & receiving
- Assisted the National Sales Manager in the oversight of all sales, marketing and administrative functions
- Addressed major retailers’ correspondence efficiently concerning orders, billing, tracking, inventory, damages, lost merchandise and other account issues
- Administered purchase orders that come through EDI transmission and made informed decisions to release goods onto picking ticket after analyzing customers credit history
- Effective communicator able to work with National Sales team, Logistics, Accounting, and Customer service to ensure the highest client satisfaction
- Participated in regular team meetings and conference calls to evaluate and develop new and effective business procedures
- Prepared letters and memorandum as required; established uniform correspondence procedures and practices
- Monitor all data from internal and external client systems, analyzed performance data for trends and potential campaign optimization
- Saddle Brook, NJ
Education
Bachelor of Arts - Communications
Montclair State University
Montclair, NJBachelor of Arts - Liberal Arts
Bergen Community College
Skills
- Microsoft Teams
- MS Word
- Excel
- PowerPoint
- Windows
- CRM database
- Slack
- Salesforce
- ADP
- Proprietary Systems
- Actors’ Equity Association
Languages
- English
- Italian
- Spanish
Skillsmemberships
- Microsoft Teams
- MS Word
- Excel
- PowerPoint
- Windows
- CRM database
- Slack
- Salesforce
- ADP
- Proprietary Systems
- Actors’ Equity Association
Languages
Spanish
Native/ Bilingual
Italian
Native/ Bilingual
Timeline
Facility Coordinator/ Host
Focus Corssroads
05.2015 - Current
Marketing Research Analyst/ Recruiter
Russell Research
05.2015 - Current
Account Manager/Client Services
Consumer Media Network
08.2010 - 07.2014
Customer Service/Client Relations
Nourison Rug Corp
11.1997 - 03.2010
Bachelor of Arts - Communications
Montclair State University
Bachelor of Arts - Liberal Arts
Bergen Community College
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