Simona Di Palma
new city,ny
Overview
23
23
years of professional experience
Work History
Customer Support Representative
Greenworld Irrigation & Lighting, Inc
Haverstraw, NY
03.2021 - 03.2024
- Provided technical support to customers via phone and email.
- Resolved customer inquiries in a timely manner.
- Created detailed reports of customer issues for further review.
- Assisted customers with product information, pricing, billing, and troubleshooting.
- Maintained an up-to-date knowledge of products and services offered by the company.
- Handled escalated customer service issues with professionalism and empathy.
- Conducted follow-up calls to ensure customer satisfaction.
- Developed relationships with customers through friendly interactions.
- Identified opportunities to improve customer experience and suggested changes accordingly.
- Processed refunds and credits when appropriate.
- Performed administrative duties such as data entry, filing, and document preparation.
- Followed established policies and procedures while providing excellent customer service.
- Verified accuracy of orders prior to shipment or delivery.
- Responded promptly to complaints or requests from customers.
- Kept abreast of industry trends and competitive landscape.
- Collaborated with other departments to resolve customer issues quickly.
- Advised customers on how best to use products or services offered by the company.
- Troubleshot technical problems using provided resources or third-party tools.
- Performed quality assurance checks on all customer support tickets handled.
- Monitored performance metrics related to customer satisfaction scores.
- Implemented process improvements for more efficient handling of customer queries.
- Answered support calls to learn about and address customer needs, complaints or other issues with products or services.
- Maximized customer satisfaction by handling customer email and telephone interactions.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Escalated calls to solve problems and drive customer satisfaction.
- Engaged in active listening with callers to confirm or clarify information and diffuse anger.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Maintained and exceeded performance and quality standards, meeting customer support objectives.
- Shared knowledge with team to foster growth and collaboration.
- Audited customer account information to identify issues and develop solutions.
- Troubleshot customer issues using remote access software tools.
- Maintained records of data communication transactions, problems and remedial actions or installation activities.
Sr. Research Technician
Skirball Institute of Bimolecular Medicine (New York University School of Medicine)
New York, NY
01.2012 - 01.2021
- Manage the daily operations of the media preparation laboratory for the Skirball Institute and Cell Biology department
- Prepare and satisfy all online media requests submitted on the Institute’s Central Lab Services portal in addition to general media stocks
- Develop media preparation standard operating procedures (SOP) and protocol procedures
- Oversee inventory and order media prep lab chemicals, reagents, and supplies based on established guidelines and protocols
- Organize and maintain the laboratory in accordance with NYU Medical Center & FDNY safety and regulatory policies
- Train new employees.
Research Assistant
Skirball Institute of Bimolecular Medicine (New York University School of Medicine)
New York, NY
01.2008 - 01.2012
- Managed the media preparation facility for the Skirball Institute & Cell Biology department
- Prepared and kept inventory of common stock solutions, buffers, and media plates for laboratory use
- Performed record keeping, equipment maintenance, supply inventory, and complied with safety regulations
- Acted as a liaison between Central Laboratory Services and facility department in supervisor’s absence.
Laboratory Technician
Ortec International, Inc. (Manhattan, NY)
Manhattan, NY
01.2004 - 01.2008
- Revise Production Batch Records, (PBR’s) and participate in the formation of new PBR’s
- Aseptically process and isolate human cells for primary and secondary cell expansions
- Prepare human cells for mycoplasma and sterility testing and media for the maintenance of cell culture
- Train new employees on the cell culture process
- Participate in the investigation and execution of non-conformances, and deviations
- Participate in the progress of cell growth plate efficiency assay
- Assist in maintaining cell inventory
- Large scale Cell line production using T-175 flask and ten layers Cell Factory.
Laboratory Technician
Diosynth Biotechnology
RTP, Raleigh
01.2001 - 01.2004
- Prepared solutions for cell culture production according to SOP
- Prepare media and solutions for maintenance of cell culture
- Performs room cleaning on daily, weekly, and monthly/changeover basis cGMP procedures
- Operates autoclave for sterilization of glassware
- Ensured adequate operation of all equipment used in cell culture process
- Fully trained in cGMP procedure.
Education
University of law school Frederick II (Naples, Italy)
01.2000
Skills
- Italian native speaker
- Mac
- Windows
- Microsoft Office
- PowerPoint
- Google & Excel
- Complaint Handling
- Customer service excellence
- Shipping and receiving understanding
- Data Management
- Customer Needs Assessment
- Online Chat Support
- Help Desk Support
- Analytical Skills
- Self Motivation
- Multitasking
- Continuous Improvement
- Active Listening
- Attention to Detail
Languages
Italian
Native/ Bilingual
Timeline
Customer Support Representative
Greenworld Irrigation & Lighting, Inc
03.2021 - 03.2024
Sr. Research Technician
Skirball Institute of Bimolecular Medicine (New York University School of Medicine)
01.2012 - 01.2021
Research Assistant
Skirball Institute of Bimolecular Medicine (New York University School of Medicine)
01.2008 - 01.2012
Laboratory Technician
Ortec International, Inc. (Manhattan, NY)
01.2004 - 01.2008
Laboratory Technician
Diosynth Biotechnology
01.2001 - 01.2004
University of law school Frederick II (Naples, Italy)