Starr Milinazzo
Customer Service Manager
Framingham,MA
Summary
I am a Highly Motivated Customer Service Manager with over 15 years of Customer Service and Management Experience. I am seeking full-time secure employment with a company that recognizes hard work, loyalty and commitment to excellence. I believe my punctuality, attention to detail, ability to multi-task along with my organizational and planning skills will make me a welcomed addition to your organization.
I strive to be an exceptional team player but can work independently with confidence and with minimal supervision. I will always try to lead by example and continually offer to lend my support and assistance wherever or whenever I am needed. I will demonstrate and maintain a high level of Customer Service satisfaction and excellence and will always strive to exceed expectations.
I have consistently demonstrated a strong work ethic and adherence to company policy and procedures.
I will always strive for excellence and be a strong, motivated and exceptional leader your company would be proud to have on their roster
Overview
29
29
years of professional experience
6
6
years of post-secondary education
5
5
Certifications
Work History
Senior Customer Service Specialist
Connect America
Framingham, MA
09.2021 - Current
- Updated account information in each customer's record to keep data accurate.
- Enhanced customer satisfaction ratings by resolving technical, on-site and account issues efficiently.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges.
- Conducted surveys to determine customer opinion of products and services.
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
- Maintained customer account information database by canceling and updating customer accounts.
- Informed customers of sales promotions and services, warranties or terms of sale and refunds or exchanges.
- Resolved product and service issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
- Addressed on average 75-100 inbound customer calls daily.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Implemented billing procedures and collection initiatives within department.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Trained and developed personnel to improve customer relations to address and resolve customer complaints and issues.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Consultant
Starright Contracting And Consulting
Woburn, Massachusetts
07.2006 - Current
- Collaborated with teams to define, strategize and implement marketing and web strategies.
- Analyzed problematic areas to provide recommendations and solutions.
- Improved performance, hiring practices and management systems to facilitate success of client's organization.
- Created and developed detailed work plans to meet business priorities and deadlines.
- Supported clients with business analysis, documentation and data modeling.
- Aligned closely with business owners and employees to gather information and gain operational insight.
- Prepared presentations to explain revisions, enhancements and process improvements of organization's systems and programs.
- Onboarded and managed new client accounts to boost retention rates.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Developed effective improvement plans in alignment with goals and specifications.
- Generated reports detailing findings and recommendations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Store Manager
7-11 Corporation
Lowell, Massachusetts
12.2018 - 04.2020
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Protected store from loss or theft by setting and enforcing clear security policies.
- Managed inventory control, cash control and store opening and closing procedures.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Coached sales associates on product knowledge by using wide variety of training tools.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
- Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
Senior Account Manager
TruGreen Corporate
Andover, Massachusetts
05.2015 - 04.2018
- Delivered sales presentations and pitches to clients, upper management and junior sales associates for demonstration.
- Provided extensive support in sales, technical and business areas to key accounts.
- Read and prioritized leads and delegated potential new sales to junior account managers.
- Supervised 12-20 lower-level account managers to maintain excellent services for over 350-500 accounts.
- Trained and coached sales team members servicing residential accounts.
- Handled high-profile accounts worth up to $250,000.00 while overseeing a team of 15-20 employees.
- Developed deep knowledge of customer businesses and relationship to company objectives.
- Obtained pricing deals, negotiated contracts and solidified beneficial agreements.
- Motivated team members to meet and exceed sales targets.
- Originated new business transactions by incorporating expertise and value propositions.
- Sold new products and services and developed new accounts to maximize revenue potential.
Production Manager
Restorepro911
Woburn, Massachusetts
05.2009 - 07.2014
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Introduced new methods, practices and systems to reduce turnaround time.
- Spearheaded department training to enhance employee performance and boost employee productivity.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Evaluated suppliers to maintain cost controls and improve operations.
- Reviewed operations reports to understand numbers and trends.
- Identified procedure or process changes required to improve performance and productivity.
- Partnered with vendors and suppliers to effectively manage and budget.
- Determined suitable crew requirements, scheduled employees and worked with human resources to meet changing production schedules.
- Addressed personnel issues and scheduling conflicts promptly.
- Delivered direct feedback to senior management regarding project visibility and status.
- Created streamlined production schedules and collaborated with production employees to communicate objectives and goals.
- Managed internal operational standards and productivity targets.
- Reviewed maintenance and repair problems to determine appropriate action for resolution.
- Sourced materials to keep up with production goals and meet customer demands.
- Partnered with leadership on recruiting, hiring and coaching production personnel.
- Monitored team budgets to keep projects on task and avoid waste.
- Estimated labor requirements to support anticipated workload.
- Reviewed work for quality and compliance with company standards and design specifications.
- Resolved issues quickly to maintain productivity goals.
- Wrote and conducted formal performance reviews for production personnel.
- Standardized production procedures, job roles and quality assurance guidelines.
- Implemented quality improvement changes to minimize product defect rates.
- Assessed manufacturing processes and recommended improvements to increase productivity.
Office Management Specialist
Servpro
Lexington , Massachusetts
09.2006 - 03.2009
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Used advanced software to prepare documents, reports and presentations.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Evaluated employee records and productivity and submitted evaluation reports.
- Sourced vendors for special project needs and negotiated contracts.
- Developed standard operating procedures for all administrative employees.
- Managed office operations while scheduling appointments for department managers.
- Maintained computer and physical filing systems.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Coordinated special projects and managed schedules.
- Compared vendor prices and negotiated for optimal savings.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Delivered performance reviews, recommending additional training or advancements.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Updated reports, managed accounts and generated reports for company database.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
Education
Bachelor of Arts - Business Administration And Management
University of Lowell
Lowell, MA 01.2002 - 12.2007
Skills
Customer Relations
Staffing oversight
Key holder experience
Multi-line phone talent
Account management
Recordkeeping strengths
Strategic sales knowledge
Complaint resolution
Sales expertise
POS systems expert
CRM
Professional telephone demeanor
Retail materials management
Staff education and training
Medical terminology knowledge
Service standard compliance
Training development aptitude
Certification
Microsoft Certified Professional (MCP)
Timeline
Senior Customer Service Specialist
Connect America
09.2021 - Current
Store Manager
7-11 Corporation
12.2018 - 04.2020
Microsoft Office 365 Administrator
10-2018
Senior Account Manager
TruGreen Corporate
05.2015 - 04.2018
Salesforce Certified Administrator
02-2011
Quick-Books Certified Administrator
11-2010
Microsoft Certified Professional (MCP)
09-2009
Production Manager
Restorepro911
05.2009 - 07.2014
Xactimate Certified Administrator
04-2009
Office Management Specialist
Servpro
09.2006 - 03.2009
Consultant
Starright Contracting And Consulting
07.2006 - Current
Bachelor of Arts - Business Administration And Management
University of Lowell
01.2002 - 12.2007