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Customer Service Manager

Flushing, New York, United States
February 22, 2018

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Barbara Pratt

**-** ****** ** **

Flushing, NY **355

Cell: 917-***-****

Areas of Expertise

Customer Service Management

Complaint Handling & Resolution

Proficient in Microsoft Office Excel,

Word and Outlook

Customer Satisfaction Enhancement

Digital Rights Management

Teambuilding & Training

Cost-Reduction Strategies

Professional Experience


Accounts Manager

• Managed staff of four in all aspects of Subscription Software as a Service Account Management reporting to Senior Vice President/ General Manager

• Responsible for maintaining accurate records for over 3000 accounts, 200 Channel Partners, 95 Software vendors, >5000 Users

• Track utilization and monthly subscription payments for Platform Access, Desktop Software Rentals, Cloud Subscription, and Client-owned Software utilization fees

• Manage Commission Payment for Channel Partners

• Manage Software Partner Agreements

• Oversaw data conversion/map[ping/business process conversion from one billing platform to next

• Managed day-to day interaction with Partners and Software Vendor

• Coordinate client deployments and installs

• Responsible for New Account and Up-Sell Sales totaling 1million annually ASI SYSTEM INTEGRATION INC 4/05 to 9/11

Professional Customer Services Rep

• Directly supported the day to day requirements of five Sales Executives with yearly combined sales of $15M.

Responsible for the placement and fulfillment of all hardware/software orders, establishment of shipping dates, and communication to customers.

• Facilitated the sale of warranty up-lifts on both hardware products and ASI branded services.

• Ensured the highest customer satisfaction by aiding in the flow of communication between und-user customers, Sales Executives and ASI management.

• Acted as a liaison between ASI and the key accounts for all issues and represent the team in discussions with senior management on the account status. Meet with vendors and the sales team to comprehend new product offerings and work with product development staff to inform out customers.


10/04 to 3/05

Logistics Coordinator

• Directly responsible for the procurement of various computer parts and supplies for our customers.

• Processed all warranty parts requests by filing all the necessary paperwork and tracking the timely return of all defective parts.

• Monitored the reconciled the year-to-date warranty reimbursements based upon the type of warranty work performed.

• Provided management with monthly reporting on current parts inventory, parts usage, warranty parts ordering, warranty labor and expected reimbursement.

• Assisted with the dispatching of field engineering.

• Established primary and secondary points of contacts between dispatch personnel and our Enterprise customers it improve customer satisfaction.

Education and Training

Long Island University 9/90 to 6/91

Concentration in Business studies

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