Customer Service Management

Cary Marmol

. *** Stonybrook Rd. ~ Stratford, CT 06614 ~ 203-***-**** ~

**********@*****.***~ www.linkedin.com/pub/cary-marmol/39/a29/301/

SUMMARY OF QUALIFICATIONS

Multi-lingual business professional with demonstrated leadership

experience. Excellent training and coaching skills. Superior interpersonal

skills in Billing, Collections, Quality Assurance and all aspects of

Customer Service. Broad knowledge base in case management, reporting, and

social media. Detail oriented and capable of achieving and exceeding

established goals. Adept in financial management, training/development, and

business management. Instrumental in ensuring the achievement of objectives

while managing supervisory responsibilities. Technical proficiency in

Microsoft Office Suite, Oracle, PeopleSoft, and Lotus Notes, Facebook, and

Social Media Networking. I am seeking to further my career in a fast paced

and challenging environment that will enable me to utilize my diverse skill

set with opportunity for growth.

CORE COMPETENCIES

( Administrative Management & Reporting ( Human Services

( Customer Service & Office Management ( Operational

Leadership

( Financial Management & Accounting (

Relationship Building

( Staff Supervision & Training ( Process

Improvement

EDUCATION & CREDENTIALS

Bachelor of Arts in eMarketing (Currently Pursuing)

ASHFORD UNIVERSITY

Associate of Arts in Business (2009)

UNIVERSITY OF PHOENIX 3.9

First Aid / CPR Certified (2012)

BRIDGEPORT HOSPITAL

PROFESSIONAL ACHIEVEMENTS

OCE NORTH AMERICA, A CANON GROUP, Trumbull, CT (1989 - Present)

Customer Advocate (2003 - Present)

. Maintained responsibility for all aspects of business administration,

billing, customer service, and accounting support.

. Supervised 10 employees in performing at optimal levels.

. Performed administrative and clerical activities involving spreadsheet

development, data entry, and report generation.

. Introduced process improvements that enhanced efficiency.

. Championed efforts to reduce past due dollars from $8M to $12K within

4 years.

. Recipient of the VIP Award for performance excellence.

. Established enduring relationships with customers and promoted

cohesive relationships.

. Researched and resolved customer issues in a timely manner.

. Served as a subject matter expert on billing and handled escalated

customer issues.

. Identified and eliminated root causes associated with billing and

administrative errors.

. Trained and mentored the team in performing at optimal levels.

Premier Account Coordinator/Account Manager (1998 - 2003)

. Prepared and edited reports that aided in business decision-making.

. Executed business administration, spreadsheet management, and file

management.

. Trained and coached employees with varying skill levels in daily job

duties.

. Participated in account management activities and managed national

accounts that generated over $1M in annual revenue.

. Led efforts to comply with regulations while achieving objectives.

. Performed database management duties in Oracle and DB2.

. Achieved high level of customer satisfaction ratings.

. Additional tenure within the company includes Senior Copier Biller

(1993 - 1998); Senior Account Representative (1992 - 1993); Senior

Account Specialist (1990 - 1992); and Employee Records Correspondent

(1989 - 1990).

Cuban Lyceum of Bridgeport, Bridgeport, Ct (1985 - Present)

Administrator - Board of Directors Member

. President of the Women's Committee & Children's Activities

. Event Consultant for fundraisers and private events

. Monitor budgets and expenses

. Monitor business practices and make recommendations to become more

productive and successful

. Create, maintain, and utilize social media websites and internet

search websites (Facebook, Manta, Yelp) to market business and

establish networking opportunities

. Maintain updated office equipment and software

. Built strong relationships with customers and the community

. Adult ESL Tutor

SECRET Hair Style Salon, Bridgeport, Ct (January 2013-Present)

Small Business Consultant- Intern (Unpaid)

. Meet regularly with owner to discuss and implement business processes

. Implemented software to assist owner/hairstylists with client

information

. Recruiter

. Event Consultant for fundraisers (Cut-A-Thon for Breast Cancer)

Facebook Marketing to promote business growth

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