Customer Service Quality Assurance
Resume:
Matthew A. Pugliese
Lindenhurst, NY 11757
abmkw9@r.postjobfree.com
www.matthewpugliese.com
PROFILE
A Graphic Designer with experience in Photo Retouch and WEB design, who is
also a Customer Service Professional with background in Helpdesk Technical
Support and Retail Banking. I am an individual with the eagerness to learn
and be involved in new challenges. Self motivated with initiative and
leadership qualities. I am an independent thinker, but also one who fosters
a team spirit and works well with others. A diverse individual seeking a
position which will allow me to excel by using effective decision making
and by being reliable and resourceful during peek times and in critical or
challenging situations.
TECHNICAL SKILLS
Adobe Illustrator, Photoshop, PageMaker, HTML, XML, Flash Action Script,
Flash MX, Dreamweaver, Quark Express, BBEdit, MAC OS, Lotus Notes,
Microsoft Word, Excel, PowerPoint,
Outlook
EXPERIENCE
Marty Hyman Photography, Valley Stream, NY 10/09 -
Present
Graphic Design Photo Retouch
. Retouch school photos, portraits and groups for purchased photo
packages. Using Adobe Photoshop to remove facial blemishes, correct
skin tone, fix hair, and whiten teeth to client specifications.
. Assist in completing photo package orders by ordering novelty items
such as mugs, mouse pads, puzzles, and shirts via an online site.
. Upload photos and create backup discs on a daily basis.
. Create Yearbook discs with images of all the students from the school
which is then sent to the person in charge of yearbook production.
. Use DRUMS program to manage all school databases.
. Provide additional help in the office by answering phones and
assisting customers.
Cablevision/Optimum Lightpath, Jericho, NY
7/09 - 9/09
Temporary Customer Service Representative
. Assisted customers over the phone with issues involving Lightpath
service.
. Created trouble tickets through Remedy.
. Assisted with billing and account services issues.
. Created user ID's for customers requesting access to the online WEB
portal.
. Completed CSR / Call Detail requests on a daily basis.
. Assisted other departments in disconnect cases to close accounts.
Countrywide Home Loans, Phoenix, AZ
10/07 - 11/08
Insurance Services Rep-I
. Contact Insurance Companies to obtain all homeowner policy renewal
information.
. Reconcile and monitor all work produced by offshore Insurance Services
Representatives.
. Perform Call Center Quality Assurance / Quality Control of local and
offshore reps.
. Escalate all software issues to technical help desk.
. Proficient with NICE software used to document and record calls for QA
use.
. An experienced trainer and coach of new employees and colleagues.
Matthew A. Pugliese
Page 2
abmkw9@r.postjobfree.com
Profit Center Software, Uniondale, NY
09/06 - 07/07
Helpdesk / Client Software Support
. Customer Service with Helpdesk Software Support of new and existing
clients using PCS web-based software for multi-channel merchants and
direct marketers.
. Resolve client issues in a timely manner.
. Document all reported issues in tracking database (Track-It).
Fifth Third Bank, Palm Beach, FL
12/05 - 05/06
Head Teller / Lead CSR
. Manage Teller line
. Verify all account transactions and account maintenance
. Respond to all customer correspondence
. Prepare Teller schedules, assignments and performance reviews.
. Cross sell banking products and services
. Open new accounts
. Proof and train all Tellers
. Complete all delegated assignments in a timely manner
Bank of America, Deer Park, NY
07/05 - 11/05
Teller Coordinator
. Manage Teller line and assume Head Teller duties as required.
. Prepare Teller schedules and assignments and assist in preparation of
teller reviews.
. Cross sell banking products and services
. Open new accounts
. Proof and train all Tellers
. Promote bank procedures and processes
Commerce Bank, Massapequa, NY
03/01 - 02/05
Assistant Head Teller
. Prepare Teller schedules and assignments
. Proof and train all Tellers.
. Verify all account and vault transactions.
. Cross sell banking products and services
. Open new accounts
. Assist in preparation of Teller performance reviews.
EDUCATION
Briarcliffe College
BFA Digital Graphic Design, 2005 (GPA 3.25)
WEB SITE
. NYC Through Her Eyes - www.nycthroughhereyes.com
The concept behind this project is to give a new visual perspective of
New York City. Every icon you can think of will be photographed in a
unique way to get that abstract view of what is being seen through her
eyes
. Portfolio - www.matthewpugliese.com
Please view my personal portfolio website which contains samples of work
I have done.
Contact this candidate