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
2016.07 - 2022.08
- 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
2007.07 - 2016.07
- 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
2001.08 - 2006.07
- 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 1997.08 - 2001.05
Skills
Inter-department collaboration
Customer Relationship Management Software (CRM)
Personnel training and development
Administrative support
Process improvement specialist
SXE and ERP system knowledge
Purchasing and procurement
Complaint resolution
Team Building
Excellent time management skills
Microsoft Outlook, Word and Excel
Effective problem solver
Account management
Customer-focused
Timeline
Customer Service Manager
Shorr Packaging
2016.07 - 2022.08
Customer Service Represenatitve
Shorr Packaging
2007.07 - 2016.07
Customer Service Representative
Sealed Air Corp.
2001.08 - 2006.07
Bachelor of Arts - Business Administration
Monmouth College
1997.08 - 2001.05