Thomas Ferraro
Greenfield,NH
Summary
Well-qualified customer service professional, proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments.
Overview
28
28
years of professional experience
Work History
Order Processing Specialist
Special Hermetic Products
11.2021 - 11.2023
- Completed accurate order entry and data verification.
- Documented shipping information for orders and tracked packages when necessary.
- Communicated with customers to answer questions and perform account maintenance.
Telephone Customer Service Representative
Eversource
10.2018 - 11.2021
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Licensed Insurance Producer
American Income Life Insurance Company
02.2016 - 11.2018
- Provided coverage option information to assist clients in protecting assets.
- Promoted products and services using upselling and other sales strategies.
- Exceeded corporate quotas for monthly policy sales.
Store Manager
Atlantis Watergardens
03.2013 - 11.2015
- Managed inventory control, cash control, and store opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Instrumental in transitioning this company from a construction and maintenance operation into a successful retail business.
Facility Assistant Manager
Gro*Rite
02.2010 - 03.2013
- Water Gardens Department Manager.
- Supervised staff in day-to-day activities.
- Established and maintained relationships with external vendors for prompt restocking of needed items and supplies.
Technician
Lubexpress
09.2007 - 12.2009
- Provided outstanding customer service while educating and advising clients regarding necessary maintenance, both routine and emergent.
- Maintained compliance with regulatory standards and safety requirements.
Expediter
Horizon Group USA
10.2006 - 09.2007
- Maintained responsibility for customer issues and provided end-to-end resolution using available resources.
- Devised and implemented efficient processes for production tracking and inventory control.
Client Care Representative
Mercedes Benz Of Morristown
01.2006 - 10.2006
- Answered customer questions via telephone, email and live chat services.
- Interacted with team members across departments to research and resolve customer issues.
Coordinator
RayMarine, Inc.
07.1999 - 07.2005
- Determined credit eligibility on returned products and collaborated with retailers regarding warranty claims and credit issues, saving the company millions of dollars that would otherwise have been lost
Avionics Chief Inspector
Northstar Technologies, Inc.
06.1997 - 07.1999
- Ensured compliance with FAA regulations by organizing and prioritizing workflow through the repair department.
Electronics Technician
Raytheon, Inc., Light Marine Division
06.1995 - 06.1997
- Troubleshot and resolved equipment failures to reduce operational disruption.
- Installed and maintained a variety of electrical and electronic components in accordance with approved methods and procedures.
- Assembled, tested and maintained components and systems for high-performing electronics.
- Provided superior telephone support and tutorials to end users.
Education
Paralegal Studies
Fairleigh Dickinson University
Madison, NJ04.2009
Associate of Science - Computer And Electronics Technologies
NH Technical College
Nashua, NH05.1995
Skills
- Customer Service
- Work Prioritization
- Safety Practices
- Inventory Oversight and Adjustment
- Attention to Detail
- Problem-Solving
- Integrity, Accountability
Military Experience
Unites States Army, Active Duty 8/1988 - 12/1991
Honorable Discharge - Specialist E4
Timeline
Order Processing Specialist
Special Hermetic Products
11.2021 - 11.2023
Telephone Customer Service Representative
Eversource
10.2018 - 11.2021
Licensed Insurance Producer
American Income Life Insurance Company
02.2016 - 11.2018
Store Manager
Atlantis Watergardens
03.2013 - 11.2015
Facility Assistant Manager
Gro*Rite
02.2010 - 03.2013
Technician
Lubexpress
09.2007 - 12.2009
Expediter
Horizon Group USA
10.2006 - 09.2007
Client Care Representative
Mercedes Benz Of Morristown
01.2006 - 10.2006
Coordinator
RayMarine, Inc.
07.1999 - 07.2005
Avionics Chief Inspector
Northstar Technologies, Inc.
06.1997 - 07.1999
Electronics Technician
Raytheon, Inc., Light Marine Division
06.1995 - 06.1997
Paralegal Studies
Fairleigh Dickinson University
Associate of Science - Computer And Electronics Technologies
NH Technical College
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