Customer Service Sales

Teresa J. Michalski

*** ****** * #** ********, NY 11204 718-***-**** **************@***.***

Manager and marketing professional with a strong history of demonstrating success in highly competitive markets growing untapped customer pools to build market share. Self-motivated pioneer developing formidable sales and customer service teams with diverse language and culture skills to provide support for highly technical services. Mentor manages with a collaborative, influencer approach supporting team members in meeting business growth goals.

Over 18 years of experience in the Customer Service Industry for telecommunication service with career progression from CSR to department manager. Proven accomplishments in service delivery, office management, program planning, project management, policy development and problems resolution. Fluency in Polish & English written and spoken also conversational in Russian, Ukrainian and Slovakian.

Areas of expertise

Management / Marketing / New Business Development / Sales / Customer Service /Human Resources/ Training & Supervision / Office administration / Background investigations / Productivity & Performance / Process Improvement / Data entry

Work History

Department of Veterans Affairs/Distinctive Workforce Solution Brooklyn NY February 2017 – May 2017 – Program Support Assistant for Centralized Scheduling.

Mason Tenders District Council Trust Funds/Office Team New York, NY November 2016 – January 2017 – Annuity & Pension Processor/Customer Service for Annuity and Pension Department.

Debt Collection Service Limited UK/New York July 2015 to March 2016 - Debt Collection Specialist work from home.

Sutherland/Cablevision New York, NY April 2015 to June 2015 - CSR/Technical Support work from home.

Master Call Corporation (formerly Master Call Communications), New York, NY Sept.2004 to Dec.. 2012

Ethnic Markets Manager Oct. 2008 to Nov. 2012

Responsible for building market share in the English, Polish, Greek, Romania, Spanish, and Serbian markets using street teams, direct market mail, ethnic and cultural print, radio, and in language television advertisements

Developed and delivered new training and development programs for customer service employees resulting in the department meeting a higher standard of service

Provided all marketing copy for customers in the Polish market and worked with the marketing department to produce similar materials for other foreign language markets as well as developing marketing for English speaking markets

Acted as the escalation point within the department for customer issues that needed additional research or assistance that the first line customer service representative could not provide

Managed a department of 11 - 14 customer service representatives including mentorship, professional growth, performance, and scheduling

Recruited team members with a diverse set of language skills positioning the company to serve a large number of niche markets

Conducting background investigations for new customers

Distributing and supervising debt collection list by departments, creating payments settlements

Customer Care Manager Sept. 2004 to Oct. 2008

Successfully expanded market share in the English, Polish, Russian, and other foreign language resale-telecommunications, VOIP, and IPTV markets, researching competitors, and executing marketing campaigns

Managed all members of the customer service team providing support and training

Collaborated with a graphic artist to create effective marketing targeting the Polish market

Provided constructive feedback to team members to create a high standard for customer service and created performance improvement plans for those customer care team members that were not following policies or meeting productivity and service standards

Regularly communicated with service providers including Verizon, Broadview, and Global Crossing to resolve customer issues and remediate service interruptions

Improved policies and processes creating more efficiency within the customer support department

Created an environment of sales though service increasing the sales of additional products to existing customers

Manager – for Econodial Oct. 2001 to Sept. 2004

Econodial had been a subsidiary of Viatel Global Communications Inc., and was acquired by Master Call in September 2004

Responsible for building a base of customers within the Polish and Russian communities which was the primary reason for Master Call to purchase Econodial

Developed Econodial into a viable competitor in the niche telecommunication market after Viatel created the subsidiary to replace the failed Econophone and was one of the few employee retained from the failed subsidiary to build the new brand

Recruited successful multi-language customer care professionals to build and care for niche foreign language markets

Provided oversight and mentoring for members of the customer service team

Successfully assisted customers who were unhappy with service significantly reducing the number of service cancelations and also cross-selling new services leading to an increase in revenue

Dental Office – Receptionist – part time evenings and weekends May 2001 – Sep. 2004

Team Leader/Customer Service Representative – for Econophone Nov. 1998 to May 2001

Econophone was closed by parent company Viatel Global Communication, Inc., in May 2001, they then formed Econodial

Built a new client base within the Polish community during a climate when niche telecommunications or resale telecommunications companies were quickly failing and loosing significant market share

Analyzed the shrinking market and took action to gain market share within the Polish community using street teams, advertisement in print, and direct marketing, introducing the company’s products to a new market of customers

Responsible for provisioning accounts and networks for customers

Activated and deactivated phone numbers in an ANI interactive switch as well as made changes to customer accounts and add or remove services

Accepted payments via checks and credit cards and escalated calls that could not be resolved at the Team Leader Level to management

Provided exemplary service, which was recognized with a promotion, to English and Polish speaking customers

Created a report of daily sales

Accurate data entry of customer information

EDUCATION

Maria Konopnicka High School High School Diploma Jedlicze, Poland

Jagiellonian University Associates in Tourism & Recreation Krosno, Poland

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