Summary
Overview
Work History
Education
Skills
Certification
Timeline
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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

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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

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Starr MilinazzoCustomer Service Manager