Summary
Overview
Work History
Education
Skills
Timeline
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Terri Roth

Amityville

Summary

Dynamic Senior Customer Care Manager with a proven track record at Norcom Solutions, excelling in customer service and relationship-building. Expert in resolving complex issues and mentoring teams, leading to a significant reduction in complaints. Proficient in strategic task management, fostering loyalty and retention through exceptional service and proactive communication.

Overview

28
28
years of professional experience

Work History

Senior Customer Care Manager

Norcom Solutions
02.2019 - Current
  • Collaborated with cross-functional teams to resolve complex customer issues promptly.
  • Mentored junior team members, fostering a positive work environment and encouraging professional growth.
  • Reduced customer complaints by consistently monitoring performance metrics and addressing areas of improvement.
  • Established strong relationships with key clients, resulting in high levels of retention and loyalty.
  • Coordinate out-of-state subcontractors to provide service to customer sites
  • Facilitate client number porting

Service Manager

Emerge Technologies Inc. / CTI Software, Inc.
09.1997 - 02.2019
  • Resolved customer complaints in professional and timely manner.
  • Met with customers to discuss service needs and offer available solutions.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
  • Increased overall revenue by upselling additional services and products during routine maintenance visits.

Education

AS Computer Science - Information Technology

SUNY, Farmingdale
Farmingdale, NY
12-1991

Skills

  • Customer service expertise
  • Optimistic mindset
  • Effective team collaboration
  • Effective problem resolution
  • Skilled at managing multiple tasks
  • Dependable performance
  • Proficient in computer applications
  • Strong organizational abilities
  • Strong written communication skills
  • Professional and courteous
  • Strategic task management
  • Proactive self-starter
  • Strong relationship-building abilities
  • Resource allocation management

Timeline

Senior Customer Care Manager

Norcom Solutions
02.2019 - Current

Service Manager

Emerge Technologies Inc. / CTI Software, Inc.
09.1997 - 02.2019

AS Computer Science - Information Technology

SUNY, Farmingdale

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Terri Roth