Valerie Moliterno
Customer Service Extraordinaire
New York,NY
Summary
Experienced Customer Service Manager offering 15 years of experience dedicated to boosting customer service excellence with detail-oriented approach and dedicated follow-through. Assess current systems with critical eye to develop efficiency-boosting enhancements.
Overview
7
7
years of professional experience
8
8
years of post-secondary education
Work History
Customer Service Manager
Vitapod
New York, NY
05.2021 - 11.2021
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Managed 5-10 employees
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Developed service procedures, policies and standards.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Generated customer satisfaction surveys to analyze results into action plans.
- Kept accurate records to document customer service actions and discussions.
- Monitored customer service operations to assess agent performance and provide feedback.
- Resolved concerns with products or services to help with retention and drive sales.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Used Zendesk to keep records of customer interactions, customer accounts and file documents.
Operations Administrator Lead
SHI International Corp
Somerset, NJ
09.2018 - 11.2020
- Managed team of 5-10 employees
- Acting as liaison between customers and SHI partners to make sure projects are being completed properly
- Processing partner invoices
- Keeping auditing system up to date
- Keeping weekly status reports
- Developed and deepened relationships with customers, vendors and internal stakeholders.
- Trained new employees on proper protocols and customer service standards.
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
Site Operations Lead
SHI International Corp.
Edison, NJ
01.2016 - 09.2018
- Manage small team of employees
- Work with vendors
- Process returns of equipment
- Create requisitions and POS on behalf of customer in their system
- Keep asset forms and pass to accounting for payment
- Keep track of customers inventory
- Keep a log of SHI spare parts
- Produce reports through Landesk for management
- Monitor Service Level Agreements
- Enhance and maintain relationships with customer satisfying all needs of business.
Solutions Specialist
Verizon Wireless
Clifton, NJ
03.2013 - 11.2014
- Troubleshoot and triage consumer equipment
- Handled store inventory; including shipping and receiving of store merchandise
- Assisted in opening and closing of store
- Provided individualized customer solutions
- Led iOS & Android workshops for beginner and intermediate customers
Education
Bachelor of Arts - Liberal Arts
SUNY Oneonta
Oneonta, NY 09.2004 - 05.2008
High School Diploma -
Albertus Magnus High School
Bardonia, NY 09.2000 - 09.2004
Skills
Customer service
Timeline
Customer Service Manager
Vitapod
05.2021 - 11.2021
Operations Administrator Lead
SHI International Corp
09.2018 - 11.2020
Site Operations Lead
SHI International Corp.
01.2016 - 09.2018
Solutions Specialist
Verizon Wireless
03.2013 - 11.2014
Bachelor of Arts - Liberal Arts
SUNY Oneonta
09.2004 - 05.2008
High School Diploma -
Albertus Magnus High School
09.2000 - 09.2004
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