Customer Service Sales
Resume:
PAULA J. GIORDANO
Montclair, N.J. *****
Professional Experience
****-**** ******* **************/ *** Jersey CSSC/ FIOS Encore
Performed all functions of Customer Service/Sales Consultant with excellence. Proficient use of
all Billing, Legacy and Cofee Systems. Outstanding rating. Retired with twenty years service.
2007 – 2009 Verizon Communications New Jersey, Virginia, Maryland Trainer
Responsible for training new hires to effectively sell Verizon products using the BURRC sales
process. Emphasizing excellent customer service skills, while teaching the proper use of all
systems BOSS, SSP, SOP/DOE. Trained incumbent CSSC and FSRC representatives on the
FIOS products for data and video.
2000 – 2007 Verizon Communications/ New Jersey CSSC/ FIOS Encore
Performed all functions of Customer Service/Sales Consultant, with outstanding ratings for seven
consecutive years. Proficient use of all Billing, Legacy and Cofee Systems.
• Diamond Club 2001, 2002, 2003, 2005
• Platinum Club 2004
• Mall of America 2004
• Lake Placid/FIOS 2004
1997 – 2000 Skytel Communications Team Leader/Billing Specialist
Team Leader to major business account Chubb Insurance, overseeing all upgrades, new
assignments, and billing queries for over 55,000 pagers. Billing Specialist reporting directly to
Corporate Billing Manager, placed on special assignment to identify and implement resolutions
to intricate billing discrepancies.
1993 – 1997 Capone Communications /Assistant to CEO/Manager Paging Department.
Developed residential and corporate paging department. Implemented training program for all
customer service representatives on programming, billing and troubleshooting. Assisted CEO
with presentations to prospective clients. Responsible for daily operations of company,
interacting with sales and customer service representatives.
1991 – 1993 General Communications Customer Service Supervisor
Created training manual for customer service department. Wrote step by step instructions of
several paging programming systems. Created and implemented customer service guidelines.
Responsible for training new students and handling escalations.
1977 – 1987 New Jersey Bell/Bell Atlantic International and “O” Operator/Service
Assistant
Performed all tasks required to handle overseas and operator assisted calls. Maintained
outstanding rating for five consecutive years.
• Awarded “Voice With A Smile” 1980
Education
Graduated Wayne Hills High School 1971
Pursuing degree in Art Education – Bergen Community College
Professional Associations
1982 - 1988 Wayne P.A.L. Cheerleading Commissioner
2000 - Present Deaconess Church Beautification, Calvary Temple, Wayne NJ
2011- Present Orchestrate Homeless Ministry, Calvary Temple, Wayne, NJ
1998 – 2011 Women’s Ministry Calvary Temple, Wayne NJ
1996 – 2004 Children’s Ministry Calvary Temple, Wayne NJ
References
Maryanne Warden 973-***-****
Sharon Keurt 973-***-****
Rhonda Calandrillo 201-***-****
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