Vicki Mecollari
Janesville ,WI
Summary
Knowledgeable and dedicated customer service professional with 38 years of experience in public facing and administrative role.Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong relationship building skills but also proficient in decision making skills and sound judgment to positively impact companies success.
Overview
27
27
years of professional experience
Work History
Customer Service Account Manager
Freedom Graphic Systems
01.2017 - 01.2024
- Enhanced productivity levels by anticipating needs and delivering outstanding support
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Increased efficiency and team productivity by promoting operational best practices.
- Handled customer inquiries and suggestions courteously and professionally.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Updated account information to maintain customer records.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Responded proactively and positively to rapid change.
- Cross-trained and backed up other customer service managers in Milton and in our other locations in Aurora, Grand Prarie, TX, and Naperville, IL.
- Created job jackets for all account managers(each account had between 3-5 job jackets) containing items needed for each account. Each jacket had different items needed for each job before it could go to press.
- Created Job Tickets and Item Instructions for each account/job iwith information and instructions for client’s preferences and also form codes for each pieces(such as the envelopes, the forms, etc)
- Weighed and measured forms and letters for clients so our company could figure out cost of mailing out nationwide as well.
- Also was responsible for answering phones and checking clients in
- Responsibile for catering anywhere from small client lunches to large company parties.
- Ordered office supplies when needed(was never my job but somehow became my job).
Manager
Riverside/Blue Ox Restaurant
05.1997 - 05.2015
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Accomplished multiple tasks within established timeframes.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Managed and motivated employees to be productive and engaged in work.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Decreased employee turnover by 85% for over 10 years.
- Responsible for scheduling, inventory, payroll.
- Responsible for all new hires and also for terminations.
Skills
- Relationship Building
- Escalation management
- Document and Records Management
- Promotional support
- De-Escalation Techniques
- Customer Account Management
- Product Sales
- Microsoft Office
- Complaint resolution
- Report creation
- Dispute Resolution
- Product Recommendations
- Quality Control
- Prioritization
- Conflict Resolution
- Administrative Support
- Call Documentation
- Employee Coaching
- Critical Thinking
- Call Center Operations
- Project management abilities
- Reading Comprehension
- Exceptional Client Relations
- Inbound Call Management
- Order documentation
- Sales Quota Achievement
- Order Processing
- Customer Data Confidentiality
- Understanding Customer Needs
- Scheduling
- Training development aptitude
- Order Fulfillment
- Relationship Building
- Sales expertise
- Process Improvement
- POS Systems and Ordering Platforms
- Remote Office Availability
- System implementation
- Microsoft Excel
- Policies and Procedures Adherence
- Travel Planning
- Report Transcription
- Data Management
- Staff Training
- Clerical Support
- Microsoft Office Suite
- Account updating
- Work Prioritization
- Call center experience
- Computer Proficiency
- Team Development
- Translation and Interpretation Services
- Bi-Lingual
- Administrative and Office Support
- Product Promotion
- Netsuite ERP
- Call triaging
- Product and service solutions
- Exceptional Interpersonal Communication
- Interdepartmental Collaboration
- Training Junior Team Members
- Reservation Software
Languages
English
Native or Bilingual
Albanian
Native or Bilingual
Bi-Lingual
Fluent in Albanian-Can translate, read and write if needed
Timeline
Customer Service Account Manager
Freedom Graphic Systems
01.2017 - 01.2024
Manager
Riverside/Blue Ox Restaurant
05.1997 - 05.2015
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