Collaborated with cross-functional teams to resolve customer issues promptly.
Monitored team performance and provided constructive feedback regularly.
Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
Resolved escalated customer complaints or queries promptly and efficiently.
Monitored team progress and enforced deadlines.
Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
Motivated staff through positive reinforcement techniques.
Ensured compliance with industry standards and regulations.
Offered training and support to keep team members motivated and working toward objectives.
Established clear team goals aligned with company objectives, tracking progress regularly.
Retention Specialist
Frontier Communications
Johnstown
06.2018 - 02.2024
Analyzed customer feedback to identify areas for improvement and service enhancement.
Collaborated with cross-functional teams to resolve customer issues efficiently.
Conducted regular follow-ups with customers to ensure ongoing support and engagement.
Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
Performed customer negotiations to reach fair conclusion for both business and customer.
Explained new products and services to customers.
Obtained and examined relevant information to validate customer complaints and determine possible causes.
Customer Service Sales Representative
Frontier Communications
Johnstown
09.2000 - 06.2018
Assisted customers with inquiries regarding services and billing issues.
Educated customers on new products and service features for better understanding.
Conducted follow-up calls to confirm issue resolution and customer satisfaction.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Maintained knowledge of current promotions and product offerings.
Suggested additional products or services that may benefit the customer's needs.
Customer Service Representative
Grandoe Glove Corporation
Gloversville
04.1995 - 09.2000
Collaborated with sales representatives to ensure accurate inventory for order fulfillment.
Entered orders into the system for efficient processing and tracking.
Handled customer inquiries regarding orders and processed returns promptly.
Customer Service Representative
Buddy L Enterprises
Mayfield
05.1990 - 04.1995
Executed data entry for sales orders with precision and accuracy.
Facilitated daily communication with sales representatives regarding inventory levels and order statuses.
Answered customer inquiries and provided accurate information regarding products and services.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
High School Diploma -
Gloversville High School
Gloversville, NY
06-1987
Skills
Customer service and support
Team leadership and delegation
Conflict resolution and issue management
Process improvement strategies
Goal setting and performance monitoring
Effective communication skills
Problem solving and analytical thinking
Time management and prioritization
Positive reinforcement techniques
Attention to detail in operations
Daily activity oversight
Call center management
Accomplishments
While working in the position of Customer Service Sales Representative i continuously accomplished all monthly goals set for sales and retention. I was awarded the 2007 MVP award for outstanding achievement.
Led cross-functional teams to manage daily spare order processing, ensuring seamless coordination between service, stores, and finance teams. Maintained high order accuracy and reduced communication gaps across departments.Trained over 100+ service engineers on CRM workflows, POD updates, and return processes during HO commercial trainings. Improved field team compliance and reduced repeat errors by over 20%.Owned end-to-end order lifecycle, including documentation, dispatches, POD tracking, and MIS reporting with minimal supervision. Enabled faster turnaround and higher accuracy in daily operations.Acted as a central escalation point between field engineers, HO departments, and senior managers to resolve system and order-related issues. Reduced escalations by ensuring proactive resolution within SLA timelines.Managed return spare process and validations, driving a 25% reduction in turnaround time and improving system accuracy. Ensured proper coordination with service and stores for smooth transaction closures.Initiated Kaizen process improvements for workflow automation, documentation, and order validation. Reduced manual work by 30% and helped in faster issue identification.Collaborated with IT team to test and implement new CRM workflows and resolve service module-related bugs. Ensured seamless migration and better user experience for the service team.Created and presented MIS reports for weekly DRM meetings and management reviews. Supported data-driven decisions and provided insights on pending and completed orders.Monitored pending orders and stock validations daily across CFA locations. Achieved 15% reduction in follow-up delays by implementing checklist-based follow-ups.Handled distributor and spot-visit orders, ensuring compliance with internal policies and faster processing. Reduced lead time by 20% with improved documentation and follow-ups.Supervised stock accuracy across locations and led reconciliation activities with store teams. Brought down discrepancies by 15% through structured checking and documentation.Prepared CRM master data and validated engineer records for smooth CRM transition. Increased CRM accuracy by 25% before new system rollout.Managed price lists and quotations, communicating with teams to ensure correct rates and GST compliance. Prevented billing errors and improved customer satisfaction on pricing clarity.Maintained GEM and E-Invoice portal compliance, uploading documents accurately to meet government requirements. Ensured zero rejection in audits and smoother order execution for public sector clients.Followed up on loan spare recoveries, ensuring 95% payment recovery by accurate tracking and coordination with accounts. Reduced pending dues and ensured clean financial closure of orders. at Transasia Bio-Medicals LtdLed cross-functional teams to manage daily spare order processing, ensuring seamless coordination between service, stores, and finance teams. Maintained high order accuracy and reduced communication gaps across departments.Trained over 100+ service engineers on CRM workflows, POD updates, and return processes during HO commercial trainings. Improved field team compliance and reduced repeat errors by over 20%.Owned end-to-end order lifecycle, including documentation, dispatches, POD tracking, and MIS reporting with minimal supervision. Enabled faster turnaround and higher accuracy in daily operations.Acted as a central escalation point between field engineers, HO departments, and senior managers to resolve system and order-related issues. Reduced escalations by ensuring proactive resolution within SLA timelines.Managed return spare process and validations, driving a 25% reduction in turnaround time and improving system accuracy. Ensured proper coordination with service and stores for smooth transaction closures.Initiated Kaizen process improvements for workflow automation, documentation, and order validation. Reduced manual work by 30% and helped in faster issue identification.Collaborated with IT team to test and implement new CRM workflows and resolve service module-related bugs. Ensured seamless migration and better user experience for the service team.Created and presented MIS reports for weekly DRM meetings and management reviews. Supported data-driven decisions and provided insights on pending and completed orders.Monitored pending orders and stock validations daily across CFA locations. Achieved 15% reduction in follow-up delays by implementing checklist-based follow-ups.Handled distributor and spot-visit orders, ensuring compliance with internal policies and faster processing. Reduced lead time by 20% with improved documentation and follow-ups.Supervised stock accuracy across locations and led reconciliation activities with store teams. Brought down discrepancies by 15% through structured checking and documentation.Prepared CRM master data and validated engineer records for smooth CRM transition. Increased CRM accuracy by 25% before new system rollout.Managed price lists and quotations, communicating with teams to ensure correct rates and GST compliance. Prevented billing errors and improved customer satisfaction on pricing clarity.Maintained GEM and E-Invoice portal compliance, uploading documents accurately to meet government requirements. Ensured zero rejection in audits and smoother order execution for public sector clients.Followed up on loan spare recoveries, ensuring 95% payment recovery by accurate tracking and coordination with accounts. Reduced pending dues and ensured clean financial closure of orders. at Transasia Bio-Medicals Ltd
Customer Service /Claims Analyst, Officer; Sr, Executive Assistant/Business Support Lead II, Administrative Assistant III at LAR Energy optionsCustomer Service /Claims Analyst, Officer; Sr, Executive Assistant/Business Support Lead II, Administrative Assistant III at LAR Energy options