THERESA METRAS
Franklin
Summary
Diligent with proven expertise in addressing customer inquiries and resolving issues efficiently. Successfully implemented solutions that improved customer satisfaction and streamlined service processes. Demonstrated strong communication and problem-solving skills in high-pressure environments.
Overview
37
37
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
National Seating & Mobility
Franklin, MA
10.2024 - 09.2025
- Interacted with clients via phone calls to provide the necessary support regarding the medical equipment and resolve any issues or complaints to meet their needs and achieve their satisfaction.
- Answered phone calls and managed phone requests and inquiries in a helpful and professional manner.
- Received medical equipment requests via fax or phone call. Addressed and distributed to proper department.
- Scheduled technicians’ daily route, set up delivery, pick up, and service equipment using Microsoft Outlook.
- Handled multiple customer calls and requests daily and faxes from healthcare providers.
- Manage information in IT systems and Microsoft Office 365.
- Problem solved and proposed helpful solutions when needed.
- Assisted technicians while with client when called upon for assistance regarding their needs.
- Posted daily the prior day's equipment delivery orders. Troubleshot problems & rescheduled as needed.
- Order management, coordinating with branch staff, ATPs, and clients, .
- Assisted in overseeing and reviewing completion of work orders, client information, equipment detail entry, and verification of funding before scheduling delivery of equipment.
- Administered equipment invoicing process via in-depth computer system.
- Fulfilled equipment requests by selecting and tagging equipment and placing them in the designated area for setup or delivery.
- Performed a variety of data entry, clerical support tasks, assisted with physical inventory, and accepted delivery of goods when necessary.
- Was a team player when it came to the needs of getting a job done to assist a client in a desperate situation.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and provided backup support for organizational leadership.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Managed complex customer interactions, ensuring satisfaction through effective communication and problem-solving skills.
Fixture Administrator
T.J.X. Corporate
Marlborough, MA
12.2022 - 02.2024
- Primary contact between the Fixture Vendors and General Construction managers, throughout the length of each new store, remodel and special projects.
- Managed 20 new stores, 45 remodels, and 50 special projects.
- Maintained critical timeframes for both new store grand opening dates and remodel completion dates.
- Analyzed historical data to determine the fixture needs for specific store remodels.
- Reviewed and revised project site plans and digital blueprint layouts. Bluebeam used in some cases.
- Communicated fixture orders for accuracy, shipping, and delivery, and installation.
- Created Oracle-based purchase orders and invoices for new stores, remodels and special project locations.
- Saved costs regarding inconsistencies for new/re-use fixtures with planning groups.
- Ensured that the Construction punch lists were complete and closed out on time.
- Provided critical feedback on quality, delivery and supplier performance, per TJX requirements.
- (Homeoffice to TJMaxx/Marshalls/Homegoods/Sierra/Homesense)
Front End Coordinator/Retail Sales Associate-P/T
Marshalls
Medfield, MA
01.2011 - 01.2022
- Customer experience over 10 years with external customers.
- Provided expert service when greeting customers and handling issues.
- Supported positive store culture through honesty, integrity, and respect.
- Trained new employees, assisted store manager with front end situations. Created tickets and handled money at closing time with all drawers.
- Troubleshooted register problems and worked with IT to fix problems.
- Assisted in training new staff on store policies, operational procedures & best practices (for consistency), register training, and merchandise handling.
- Promoted credit and loyalty programs during customer interactions to meet company's daily goals.
- Maintained merchandising philosophy and followed established merchandising procedures and standards.
- Managed customer returns efficiently and professionally, ensuring that company guidelines were followed while maintaining a high level of client satisfaction.
- Processed and prepared merchandise for the sales floor following company procedures and expectations.
- Initiated and participated in store recovery as needed throughout the day.
- Maintained all organizational, cleanliness, and recovery standards for the sales floor.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Implemented visual merchandising standards to improve product displays and aesthetics.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Assisted with annual inventory review.
- Stepped in to ring up customer purchases during very busy time periods or when store was short staffed.
Food Service Representative/Cook Shift Leader
King Philip Regional High School
Wrentham, MA
11.2011 - 12.2022
- Responsible for preparing and serving foods to 800 students and staff of high nutritious quality.
- Accountable for cashiering, records, balances, collection for over $750 per week.
- Inventoried food, condiments and supplies and ensured requirements for projected menus.
- Responsible for preparing and serving foods to 200 daily summer campers and staff. (Sidekim)
- Evaluated flavor, appearance, and temperature of over 10 daily recipes and entrees.
- Maintained cleanliness and sanitized utensils, equipment, and storage, food preparation and serving areas.
Food Service Representative (seasonal)
Sidekim Foods (Home Office-Lynn, MA)
Franklin, MA
06.2011 - 08.2013
- Prepared visually appealing food displays, showcasing daily specials and attracting additional business.
- Responsible for preparing and serving foods to 200 daily summer campers and staff. (Sidekim)
- Inventoried food, condiments and supplies and ensured requirements for projected menus.
- Cleaned and sanitized utensils, equipment, and storage, food preparation and serving areas.
Food Service Representative
Town of Franklin Schools
Franklin, MA
01.2005 - 01.2011
- Responsible for preparing and serving foods students and staff
- Inventoried food, condiments and supplies
- Maintained cleanliness and organization of food preparation areas.
Medical Professional E&O Underwriting Associate
Employers Reinsurance Corporation
Dedham, MA
01.1994 - 01.2000
- Assisted the Underwriting department and brokers on 500 accounts on medical hospital accounts annually.
- Communicated with clients, brokers, and state authorities about requirements and inquiries.
- Reviewed and prepared renewals and new business for underwriting staff review.
- Reviewed new and renewal policies for accuracy prior to quoting and issuance.
Fundraising Coordinator (volunteer)
Annie Sullivan School PCC
Franklin, MA
10.2002 - 05.2011
- Planned and coordinated fundraising events that helped raise rewarding results for school activities.
- Coordinated volunteer recruitment and training efforts to maximize support during fundraising events.
- Produced media posters, websites and newsletters to promote, market and advertise events through Constant Contact.
- Delegated work assignments to allow a concentrated effort on newly assigned priorities.
Cookie Booth Coordinator (volunteer)
Girl Scouts of the USA
Franklin, MA
10.2009 - 03.2015
- Met with local business owners to coordinate available dates for cookie booths at their business for Girl Scout troops in town.
- Coordinated with Town troop leaders available dates.
- Reviewed business expectations with troop leaders.
- Ordered and picked-up supplies as needed for booth and entire troop.
- Responsible for training of girls in sales and money.
Insurance Service Representative
Independent Insurance Agents Association of New York, Inc.
Syracuse, NY
01.1989 - 01.1994
- Handled over 300 clients annually, on a monthly renewal basis.
- Evaluated monthly renewals, technical questions, assigned appropriate coverage.
- New Business investigation collecting competitive information for Underwriters and Association.
- Delegated work assignments to allow a concentrated effort on newly assigned priorities.
- Successfully initiated statewide telemarketing campaign.
- Integrated Association benefits into follow-up phone calls, which increased attendance at seminars.
- Introduced an accurate system of maintaining renewal data.
- Trained new employees, monitored workload, and quality.
- Worked closely with clients over renewal, expiration, and other correspondence.
- Assisted department manager with Association promotional products and billing of clients.
- Calculated premiums for renewal and new business.
Education
A.S. -
Executive Business Central City Business Institute
Syracuse, NY01-1986
Skills
- MS Office 365(Excel/Powerpoint/Outlook), Oracle database, Constant Contact Web Site Design,
Certification
- AICPCU, IIA Intro Property and Liability Insurance & INS 21 Series 2000
- Commercial Lines Insurance, INS 23 Series
- Independent Insurance Agents Association New York Personal Lines Accreditation 1991
Timeline
Customer Service Specialist
National Seating & Mobility
10.2024 - 09.2025
Fixture Administrator
T.J.X. Corporate
12.2022 - 02.2024
Food Service Representative/Cook Shift Leader
King Philip Regional High School
11.2011 - 12.2022
Food Service Representative (seasonal)
Sidekim Foods (Home Office-Lynn, MA)
06.2011 - 08.2013
Front End Coordinator/Retail Sales Associate-P/T
Marshalls
01.2011 - 01.2022
Cookie Booth Coordinator (volunteer)
Girl Scouts of the USA
10.2009 - 03.2015
Food Service Representative
Town of Franklin Schools
01.2005 - 01.2011
Fundraising Coordinator (volunteer)
Annie Sullivan School PCC
10.2002 - 05.2011
Medical Professional E&O Underwriting Associate
Employers Reinsurance Corporation
01.1994 - 01.2000
Insurance Service Representative
Independent Insurance Agents Association of New York, Inc.
01.1989 - 01.1994
A.S. -
Executive Business Central City Business Institute