Customer Service Manager

DORA L. ANTONIETTI

**** ***** ***** ***** **********, NC 27410 **************@*****.***

Highly motivated, results driven candidate offering successful record in retail sales, customer service, and product marketing industry.

Recognized as customer centric professional with expert product knowledge and prove success recommending additional product

offerings. Thrive on opportunities to assist clients, peers and management team in meeting goals and corporate objectives. Fluent in

Spanish.

Strengths and Abilities

• • •

Consultative Selling Retail Operations Management Sales Presentations

• • •

Customer Service Consumer Product Sales Sales Negotiations

• • •

Client Relations Customer Needs Analysis Staff Training

• • •

Accounting Program Development PC Proficiency

Career Path

2007 – Present

Liberty Travel Inc; Ramsey, NJ

Marketing Operations Coordinator

Provide superior customer service with our contracted hotels and maintain inventory.

• Responsible for the inventory of contracted hotels around U.S.,Canada. Hawaii, Mexico, Costa Rica, Europe and Caribbean.

• Generate weekly and daily reports and reservations.

• Assist in resolving discrepancies regarding hotel contracts.

• Respond to telephone/e mail inquiries from contracted hotels.

• Investigate customer complaints and provide effective solutions while maintaining the integrity of the company.

• Coordinate with suppliers to maintain granted contract rates.

Liberty Travel Inc; Ramsey, NJ 2006 – 2007

Accounts Payable Clerk

Performed several office functions encompassing customer order placement, processing, and production data entry.

• Processing of invoices for all hotels in West Indies; using Fastern, Excel, Oracle Applications and software.

• Resolving invoice, contract or payments discrepancies and documentation.

• Insuring Credit is received for outstanding memos.

• Verified vendor accounts by reconciling monthly statements and related transactions.

• Constructed weekly report of past due or out for investigation invoices for Managerial team.

• Resolving customer service issues related to clients complaint between our stores, Customer Relation Department and Vendor.

Bank of America; Kinnelon, NJ 2004 – 2006

Bank Teller – Part time Position

Provide superior customer service through financial transaction processing, inquiry response, and referral to appropriate internal

resources.

• Ranked as top producer for generating highest sales numbers among all branch employees by assessing customer needs and

offering most beneficial bank products and services.

• Prevented potential bank losses through identification of fraudulent and questionable activities including customer

submission of two South African checks.

Realty Outsource International; Wayne, NJ 2005

Office Manager

Perform administrative functions encompassing bookkeeping, payroll processing, and office supplies and equipment procurement.

• Calculate P&L for all new construction and remodeling projects.

• Selected to created 2006 budget.

A.C. Moore, Inc.; Linden, NJ 2001 – 2002

Assistant Store Manager

Managed store operations including opening, closing, scheduling, payroll processing, planogram creation, and merchandise returns.

• Opened second store location through extensive sales associate training in order placement, merchandise positioning and

maintenance, and receiving procedures.

• Improved customer relations and service by training new associates in effective relationship building and service delivery.

• Supported Store Manager through business analysis and profit and efficiency improvement recommendations.

Mobile Fabrics, Inc.; Totowa and North Bergen, NJ 1995 – 1997; 1999 – 2001

Store Manager

Forecasted sales through merchandise and business analysis. Directed A/R, office administration, logistics, and personnel resources.

Managed annual inventory, product positioning, HR and payroll administration, and internal order processing.

• Reduced shrinkage from 37% to 3% by documenting all sales and terminating employees caught stealing merchandise.

• Increased sales through strategic planning and motivational leadership.

CA One Services, Inc.; Newark, NJ 1997 – 1999

Retail Assistant Manager

Managed 10 retail stores with up to 8 employees each in 2 concourses at Newark Airport. Conducted quarterly inventory management and

daily EOD, rent, and gross margin report preparation.

• Achieved 75% sales increase in one year through strategic planning, staff leadership training, and product positioning.

• Elevated customer service by training customer service supervisors and leads to build strong relationships with customers,

associates, and management.

• Identified and submitted profit and efficiency improvement recommendations based on daily cost and business analysis to

General Manager of Retail.

Certified Hess Foods; Rochelle Park, NJ 1992 – 1995

Office Manager

Managed all office functions encompassing customer order placement, processing, and production data entry. Performed accounting

duties including A/P, A/R, bookkeeping, billing, daily bank deposit, weekly production and cash report creation.

• Generated new clients by implementing food distribution process including formal schedule that reduced costs and increased

profit margins.

Education & License

Bachelor of Law – Concentration in Management, Finance and International Affairs

Private University of San Martin de Porres; Lima, Peru

Honor Graduate

Computer Skills

MS Word Excel QuickBooks Fastern Oracle Windows

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