Manager Service Representative
Resume:
Carl P. Fontana
Melrose, MA 02176
TN: 781-***-****
************@*******.***
Professional Summary:
HR Business Partner Manager - Verizon
IT Senior Systems Analyst - Verizon
Service Representative - Verizon
Elder Services Case Manager - Somerville Cambridge Elder Services
Elder Services Site Manager – Somerville Cambridge Elder Services
Meals On Wheels Manager - Somerville Cambridge Elder
Experience:
Manager - Human Resources Business Partner, Verizon 1996 – 2011, Boston MA
As a HR Business Partner I was an HR professional, who has broad experience in various HR areas of expertise. Examples are labor relations, compensation, performance review, corporate mergers, finance, training, international issues. The partner builds a valuable relationship with internal clients and transfers requests and deep knowledge of the internal clients, key employees and business processes.
Systems Analyst – Verizon, 1985 – 1995, Boston, MA
Responsible for the maintenance of the LMOS telephone repair system. Created plans for the integration of computer systems, maximized investment in staff, hardware, software and processes.
Service Representative – Verizon, 1983 - 1985 Cambridge, MA
Maintain accountability for 100% customer satisfaction in resolving customer issues about billing, products, services. Maintain a positive attitude when working with frustrated customers. Use multiple online resources/computer systems, and integrate information to solve customer problems. Adapt to changes at work: products, services, policies, etc). Provide basic troubleshooting on service and equipment issues. Adhere to a structured schedule/shift. Follow dress-code expectations.
Case Manager - Somerville-Cambridge Elder Services, 1978 -1983 Somerville MA
Responsible for supporting the dignity and independence of older persons in need of assistance by assessing their situations, identifying unmet needs, arranging for, coordinating and monitoring services to meet those needs, and advocating with other agencies on behalf of the client.
Site Manager - Somerville-Cambridge Elder Services, 1974 -1978, Somerville, MA
Responsible for the day to day management and coordination of the elder services drop in center located in Cambridge, MA
Meals On Wheels Manager - Somerville Cambridge Elder Services 1972-1974, Somerville MA
Responsible for managing and coordinating the delivery of lunch time meals to elderly house bound clients in Somerville and Cambridge.
Education:
MBA, Babson College, Wellesley MA 1978, Management & Organizational Behavior
Bachelor of Science, Cum Laude, Suffolk University, Boston MA 1976, Management
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