Tricia Mascheri
Customer Service Manager
Oswego,IL
Summary
Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Bringing a 21-year background maintaining customer satisfaction and contributing to company success. Skilled in sales management, office administration and customer service. Proven success in developing high-performance and engaged teams and streamlining day-to-day office activities.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Manager
Shorr Packaging
Aurora, IL
07.2016 - 08.2022
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Followed through with client requests to resolve problems.
- Took ownership of customer issues and followed problems through to resolution.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
Customer Service Represenatitve
Shorr Packaging
Aurora, IL
07.2007 - 07.2016
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Processed customer adjustments to maintain financial accounts.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Recorded account information to open new customer accounts.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Facilitated inter-departmental communication to effectively provide customer support.
- Delivered prompt service to prioritize customer needs.
- Cross-trained and backed up other customer service team members.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Representative
Sealed Air Corp.
Hodgkins, IL
08.2001 - 07.2006
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recommended products to customers, thoroughly explaining details.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Updated account information to maintain customer records.
- Entered orders into SAP computer database system.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Education
Bachelor of Arts - Business Administration
Monmouth College
Monmouth, IL 08.1997 - 05.2001
Skills
Inter-department collaboration
undefinedTimeline
Customer Service Manager
Shorr Packaging
07.2016 - 08.2022
Customer Service Represenatitve
Shorr Packaging
07.2007 - 07.2016
Customer Service Representative
Sealed Air Corp.
08.2001 - 07.2006
Bachelor of Arts - Business Administration
Monmouth College
08.1997 - 05.2001
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