Customer Service Manager

Janet Gattanella

Phone: 732-***-****

Email: ***************@*****.***

** ******* **. **** *****, NJ 08757

E M P L O Y M E N T

Constituent Services Specialist / Customer Service – Contract Position

NJ Department of Community Affairs, Sandy Recovery Division – Trenton, NJ 2/2016 – 1/2018

Partnered with/provided guidance to State of NJ Constituents to facilitate in the resolution of their escalated Sandy Recovery Division related issues and concerns via fact gathering, case management, informal and formal meetings, document interpretation/presentation, group and individual presentations at DCA Information Sessions, email/letter correspondence, conference calls, and coordination of multiple Program Divisions, a variety of third parties, and contracted Project Management Companies.

-Guided DCA Constituents to the answers they were seeking through multiple research and customer service techniques.

-Partnered with State and Federal government agencies such as FEMA, HUD, and DEP to implement, interpret, explain and/or present for signature CDBG-DR funded programs and program policies.

-Reviewed and processed legal documents relating to financial agreements, contracts, and statements. Utilized multiple tools to annualize income and assets. Calculated Grant Awards.

-Responsible for all formal letter correspondence from the SRD Commissioner and Governor’s office and all written email communications for the two main online web portals for the DCA.

-Partnered with the HRC Management and Representatives and Project Management Teams to facilitate resolution to a variety of issues, including Recoupment and Close-Out from the Grant Program.

-Researched, supplied, updated CS Team resources, re: coordinating local aid resources to address the varied issues of the DCA’s Constituent inquiries, including financial need.

-Fostered clear communication and/or acted on these issues and concerns as appropriate. Daily usage of Program Policy along with Siroms and other proprietary software to organize and record data and case notes.

-Effectively communicated process, deadlines, and State, Municipal, and/or Local policies/procedures to Constituents and provided extensive follow-up.

Client Recovery Case Manager / Sr. Housing Advisor / Customer Service - Contractor

NJ Department of Community Affairs / RNJS – Ocean County, NJ 7/2013 – 2/2016

-Determined eligibility of residents of 9 NJ Counties affected by Hurricane Sandy for Federal & State Grants through client intake review. Enrolled, and guided them through the eligibility, application, and follow-up processes.

-Partnered with State and Federal government agencies such as FEMA, HUD, and DEP to implement, interpret, explain and/or present for signature CDBG-DR funded programs and program policies

-Managed a caseload of 325 + primary residents related to the RNJS Program.

-Formally presented, interpreted and reviewed complex legal Federal and State grant documents to all homeowners.

-Utilized multiple proprietary tools to annualize income and assets. Reviewed and processed financial statements.

-Calculated Grant Awards, scheduled appointments, coordinated the 12-24-month initial Grant Award process; facilitated Grant Award and Amendment Signings. Reviewed/processed legal docs relating to financial contracts.

-Personally conducted multiple Grant Award signings which committed the State to over $30.5M for NJ home owners to rebuild their homes.

-Utilized document interpretation, customer service and negotiation skills along with knowledge of Microsoft Office 365, Word, Excel, internal data bases, multiple networking environments, and business software packages.

Business Development, Account Manager, Customer Service / B2B Sales & Contract Negotiation - FiOS

Verizon Communications & VEC/Engineering – States of NJ, PA, NY 5/2007-9/2012

- Presented the complex PAL contract and Build, Installation, and Marketing Contracts - afterward collaborating with Verizon’s Legal Department to review and revise the completed, signed documents.

- Initially assigned to source and enroll/sell 300 signed FiOS Licensing Agreements (PALs) for MTUs, SDUs, and/or MDUs within 90 days. Exceeded this sales goal, obtaining signed PALs for over 2,500 units. After 6 months, promoted to BDM for Verizon Enhanced Communities for the state of NJ, select parts of PA, and LI (Nassau & Suffolk) territories.

- Responsible for the program qualification and management of a 1,000 + B2B Client Portfolio and follow-up through the entire installation process and beyond. Managed relationships with the VZ engineers and vendors at each location.

- Prospected for sales leads/properties, sourced and contacted National Property Managers/Owners/Corporate Developers - Formed consultative relationships with these contacts, (i.e.: Landlords, Hi-rises, malls, hospitals, universities, corporate campuses, condominium complexes), presented the concept of FiOS, created interest, and proved value and benefits.

- For MDUs: scheduled and attended client corporate meetings &/or individual HOA board meetings to: explain the installation process and high-level site survey process/results, and propose Build, Installation, and Marketing Agreements.

- Worked directly with B2B owners & Association members to troubleshoot their issues until full resolution was reached. Managed and maintained sales activity within a CRM System (Salesforce.com).

Licensed Real Estate Agent – Million Dollar Club

Weichert Realtors / ERA Byrne Realty - Pt Pleasant Beach & Brick, NJ 1/2001-5/2011

Residential & Commercial Sales: Specialized in New Construction and Conversion Construction – working side by side with licensed NJ contractors. Vast experience in the review and processing of legal documents relating to the development and sale of residential real estate and financial contracts and statements. Market Analysis of homes/businesses to determine current Market Value, listed homes for sale, located homes for buyers, acted as a Seller’s Agent, a Buyer’s Agent, a Dual Disclosed, and a Referral Agent; prepared/revised contracts and/or other legal documents and closing paperwork; negotiated sales terms and prices; acted as a fiduciary trustee; proficient with various MLS Online Systems. Worked closely with attorneys, clients, home inspectors, contractors, loan officers and other parties to meet deadlines/supply strong customer service from start of sale through closing. Active in Continuing Ed through the NAR.

Account Sales Manager, Recruiter, Regional Program Manager

Global Customer Contact Solutions (GCCS) – Hazlet, NJ 1/2003-5/2007

- Began as a B2B Telemarketer in this active 60 seat Call Center and quickly moved on to Account Sales Manager.

- Promoted to roles of both Program Manager and GCCS Liaison to AOL, our primary client. For AOL, the bottom line was sales and renewal of their online advertising product.

- As Director of Regional Sales & Field Training, effectively utilized my sales, training, and management skills to handle the responsibilities for all aspects of recruiting, sales team development and review, goal setting, marketing, and sales.

- Responsible for the implementation and management of a new Outside Sales Team of 15 Sales Executives, allowing the opportunity for (and promoting and mentoring many of) the Inside Telemarketers to take on the roles of professional Sales Assistants and Appointment Setters.

Major Accounts Manager - Verizon Information Services/Bell Atlantic/NYNEX - NY, NY 4/1988-12/2002

- Negotiated, prepared annual contracts for, acted as Customer Service Rep for new and existing B2B clients. Managed $10 Million + in annual revenue.

- Hired as an Inside Sales Exe. Multiple promotions: outside/field Senior Major Account Sales Manager where I effectively grew and managed a metro New York B2B Sales Team for print, e-commerce & online advertising.

- Personally responsible for client maintenance and aggressive new growth on $10 million + in annual revenue - Consistently exceeded team’s net quota goal of 8%. Managed a team of 20 Key Account Managers (each responsible for annual sales/billing of $500,000 +) across multiple sales campaigns, within multiple geographic areas.

- Planned, administered, evaluated, and supervised program activities and the primary field staff assigned to a field office

- Through consultative relationship building, ascertained Key and New Business Accounts business needs/goals/target audience, while overcoming objections and proving value to executive decision maker(s).

- Trained my team to deliver full, customized sales presentations equally effectively to C Level Executives, Boards of Directors, and "mom and pop" business owners.

- Trained my team how to design and implement creative, high impact ads and facilitate client’s on-line presence.

- Earned the annual National President's Award /Trip, 12 out of 13 eligible years. This accomplishment required team results that over-achieved yearly Regional sales objectives and an outstanding record of customer service satisfaction.

- Member of the first Senior Sales Board, created as a think-tank environment, setting many future sales policies.

E D U C A T I O N

Business Communications

Rutgers University – New Brunswick, NJ 1976-1980

S K I L L S

- Supervisory experience; Crisis Management experience; Strong organizational and computer skills.

- Strong telephone and in-person Sales and Customer Service skills – Consultative, relationship based negotiation skills.

- Excellent interpersonal, oral, written and technical communication, conflict resolution, and problem-solving skills.

- Proficient in Microsoft Office 365 Suite; Skilled in the use of CRMs and multiple proprietary tracking software(s).

- Excellent listening, consultation, and coaching skills. Patient & persistent. Establishes relationships based on trust.

- Experience in Disaster Services program delivery, providing leadership to a department or program.

- Strong Multi-tasking skills. Sharp analytical and organizational skills, strict attention to detail.

- Strong presentation, strategic planning and follow-up skills within multiple customer audiences.

- Skilled in creating, developing and maintaining long term client relationships, Account and Portfolio Management.

- Extensive experience in reviewing and processing legal documents relating to financial agreements and statements.

Current Work References:

Daniel Santos - 609-***-****

Constituent Services Director at New Jersey Department of Community Affairs

Janet puts her heart into everything she does. Extreme attention to detail and never fails to follow up.

Denise Rush – 609-***-**** / 973-***-****

Supervisor at NJ DCA Renew Jersey Stronger

As a Housing Advisor (Account/Case Manager), Janet excelled at managing accounts, resolved applicant issues, assured accuracy of applicant documents, successfully managed many cases simultaneously, managed time very well, and was very well liked by applicants/clients. You would have difficulty finding someone more dedicated to a job than Janet.

Dawn Heitzner - 609-***-****

Program Specialist at Department of Community Affairs

Janet and I worked hand in hand on a lot of difficult cases. She was my go to person in Constituent Services. Janet was always very knowledgeable and detail oriented. She will be an asset to any company.

Szaritza Vazquez – 609-***-****

Project Manager at APTIM/CBI

As a project manager for the RREM program I had the opportunity to collaborate with Janet on mutual cases that we worked to help the homeowners with their individual situations and was able to appreciate the effort and attention to detail that Janet provides. Also, she is a natural problem solver and has the gift of being a people person. The attention to detail and fast adaptation to numerous situations makes her an asset to any organization.

Adrienne Franklin – 609-***-****

RREM Project Manager and Payment Team Manager at Gilbane Building Company

I worked closely with Janet on the Rehabilitation Reconstruction Mitigation and Elevation project in New Jersey where we helped homeowners after Super Storm Sandy. She was a great asset to Gilbane and her team.

D. Monroe Alexander - 609-***-****

Construction Manager at Department of Community Affairs

Janet has shown exemplary professional conduct in performing her duties at the DCA and working alongside of her is always a pleasure. She diligently rallies the call of her client's request and quickly resolves their problems.

Lisa Ryan - 609-***-****

Director of Strategic Communications at NJ Department of Community Affairs, Sandy Recovery Division

Janet is a great employee. She is hard-working, inquisitive, and always willing to assist the team. She is also extremely patient and courteous. For her job at the Sandy Recovery Division, Janet spoke over the phone with people whose homes were severely damaged or destroyed by Superstorm Sandy and helped them navigate the State's housing recovery grant program so they could complete rebuilding and return home. Needless to say, many of these conversations were very difficult. But Janet handled the calls like the true professional she is. She was always calm, collected, and prepared with accurate information. Unfortunately, with the Sandy recovery programs winding down, the Department is downsizing the Sandy Recovery Division. I was truly sorry to see Janet go because she is wonderful at what she does.

Thomas Rosenthal – 609-***-****

Media Specialist at Department of Community Affairs

Janet is a very quick study of very complicated government information and is able to interact successfully and professionally in problem solving for our clients. She can communicate the detailed information to resolve questions and problems. She would make a valuable addition to your team.

LinkedIn References:

Khenya Clay, EIT

Project Manager at APTIM (formerly CB&I) Capital Services

January 11, 2018, Khenya worked with Janet but at different companies

I've worked with Janet on multiple projects. She helped our clients move forward in the process by assisting them with paperwork, explaining program policies and walking them through complex situations. Many clients have told me how they've enjoyed having her assigned to their project. It was a pleasure working with her.

Marilyn Borovi

Ad Mock-Up Artist at Verizon

January 31, 2017, Marilyn worked with Janet

I worked with Janet at RH Donnelley. She is a professional and excellent worker, with great knowledge. She would be asset to any company.

Maryagnes Mackey

Credit Manager at Verizon

May 11, 2017, Maryagnes worked with Janet

Janet was an excellent sales representative who always met her goals.

Florence Christal

Insurance Agent at Otterstedt Agency

October 23, 2016, Florence was a client

Excellent service, great knowledge and personal attention.

Carolyn Smith

Business Development Manager at Verizon

November 7, 2016, Janet worked with Carolyn

Janet worked with me closely handling the NJ market in 2009. She is a responsive, hard-working and diligent employee that would be an asset to any team.

Lori Schnipper-Nastasi

Designer at Closets By Design

November 6, 2016, Lori managed Janet directly @ Verizon

I LOVED having Janet on my team. Janet was able to juggle a very large assignment while tending to both A+ Customer Service and the needs of the Company and our Team. To this end, Janet would work not until the day was done, but until she was done. Her strong work ethic and loyalty afforded her much recognition and many accolades.

If I had the opportunity to work with her again...I would do so in a heartbeat.

Gary Reid

The Quick Fix Guy

December 8, 2015, Janet was a client of Gary’s

Janet is a knowledgeable professional, excellent sales skills, and easy to work with. If you have questions Janet has the answers.

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