Customer Service Quality Assurance

CAROLINE PAVLENYI

EMAIL:*********@*****.*** CELL: 619-***-****

GOAL: Provide my experience and skills as a Customer Service Manager to create and maintain a successful team and contribute to the overall success of the organization.

EXPERIENCE:

BIG BROTHERS BIG SISTERS OF SWCT FOUNDATION, INC. Norwalk, CT (Non-profit/Start -up)

4/10 -11/11

Customer Service Manager

• Supervised staff of 4-12 customer service representatives of donation center.

• Handled all escalated customer calls. Provided daily phone support by taking calls.

• Participated in the hiring process, orientation, training, feedback and support to customer service staff.

• Coordinated workflow within the team, prioritizing jobs and delegating duties to associates.

• Monitored work flow to ensure jobs were completed efficiently, accurately and within deadlines.

• Conducted weekly staff meetings communicating company goals and priorities, updated staff on successes, discussing staff concerns, and monitored performance standards

• Prepared and revised staff schedules to accommodate appropriate coverage. Review timecards and time off requests.

• Review daily and weekly reports to make recommendations to improve productivity and efficiencies

• Acquired donated town property to place revenue gaining clothing donation bins by presenting at town board meetings.

• Accounts payable, equipment and office inventory management, facilities maintenance, HR functions, property and driver insurance, payroll (ADP), P&L/Budget, customer service, and a myriad of special administrative projects.

• Handled sensitive and/or confidential documents and information.

• Created and implemented new and changing policies and procedures.

THE CARE OF TREES, Stamford,CT 10/06 – 2/08

Customer Service Representative

•Implementd customer-focused service goals and objectives. Recognized by President for exceptional customer service.

• Answered all customer calls including setting appointments, collections, and resolving customer concerns.

• Exceeded job requirements consistently, and recognized as excellent/outstanding in all job functions on last review.

• Completed all responsibilities according to established protocols, policies and standard practices in the areas of customer service, quality assurance and regulatory compliance programs, such as the DOT.

• Processed A/R and Collections for District using Navision. Prepared A/R weekly/monthly reports. Created excel spreadsheets for projects. Performed weekly district payroll.

• Updated and processed monthly statements and invoicing. Process all outgoing mail using

• Maintained the physical plant and inventory including equipment, telephones, computers, office supplies and building maintenance

• Maintained district files including client files and District HR files, ensure security, confidentiality and completeness of records. Met and exceeded audit requirements.

FOREST LABORATORIES,

Phoenix,AZ 02/02 - 06/03

Sales Representative

• Nominated and assigned by management as team leader for many specialized projects.

• Coordinated territory programs: Inviting guest speakers, scheduling venues, and 48 hour followed-up with attendees.

• Created personal development programs to increase: product, competitor and scientific data knowledge.

• Successfully launched Cardiovascular and Antidepressant products, attaining over 100% growth in market share goal.

• Awarded the Divisional teamwork award. Consistently exceeded the firm’s national sales average.

NOVARTIS PHARMACEUTICALS, Stamford, CT

10/99 - 02/02

Sales Consultant

• Awarded district teamwork award within first six months of hire.

• Won regional contest in December 2001 with the highest percentage increase in market share for targeted physicians.

• Built strong relationships with targeted physicians in a difficult access territory.

• Prepared and presented district-wide: 1) goal setting seminar and 2) specific product continuing education class.

EDUCATION:

MERCY COLLEGE, Dobbs Ferry, NY: BS in Business Administration.

GPA: 3.76 (Magna cum Laude, National Honors Society, Deans List, Departmental Honor Certificate for Academic Excellence)

SKILLS:

Microsoft Word, Excel, PowerPoint, Outlook, Sage Act Pro, Navision, Salesforce, Access, Internet savvy.

Type 65+wpm.

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