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Customer Service Manager

Bronx County, New York, United States
February 25, 2018

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Christopher Cannataro

**** ****** ***

Bronx - NY

***** - **



Experienced and accomplished Telecommunications manager with over 15 years of experience looking to leverage an extensive background in crisis management, Customer service, and mass communication into a managerial position that will allow me to find stability and excel in my career

Key Skills

Microsoft office, Windows, User Training/Support, Customer Service, HR investigations and Complaint

Handling, Cisco (call manager and Unity), Nortel, Offshore Team Collaboration, Software Installs, Problem Diagnosis, Preventive Maintenance,


March 2005 - September 2016 / Atos (ABC/Disney Contracted), New York, New York

Manager of Voice Services and Information

Managed daily Voice operations, and all voice technicians along the east coast

Worked with vendors, dealt with customers and worked with the management to accomplish all


Worked with both Atos and Disney to investigate and supervise performance of any employee in my department to make sure they followed agreed upon guidelines and they're results met all clients'expectations.

Provided support for all special projects (phone voice mail system and directory systems)

Maintenance and Administration of Telephone Directory System and Disney Voice mail systems

Coordinated all Voice Mail issues for all sites

Maintained Cisco Unity, Call Pilot, and Meridian Voice Mail Systems

Entered all billing information and personal information into SAI billing system and Disney Contacts system

Worked with business units to investigate and correct any discrepancies in billing or information

Responsible for programming and troubleshooting all phones and phone systems

Systems include Cisco and Nortel

Conducted Monthly Investigations and Preventative maintenance of all NYC ABC/Disney buildings.

Coordinated with Verizon and business units to set up a day each month to perform the work and conduct interviews to go over past months issues

Receive all information from Verizon to analyze and pass on to Disney IT

Designed and implemented a complete training program for all phone and voice mail for all NY and DC

ABC/Disney offices.

Trained all the trainers

Coordinated the training schedules.

Personally trained all levels of employees.

Handled special training for VIP employees

Performed Radio Tours For TV show promotion and marketing

Worked with radio station producers, publicists, and talent, in setting up times and schedule for tours

Monitored each radio station conducting the interviews to promote ABC/Disney products and shows

Audio/Video Conference Services:

Set up daily morning 72 port news call

Set up all video conferencing calls

June 2001 - December 2004 / Wise Optical, Yonkers, New York

Account Executive

Increase revenue through growth and management of sales territory

Investigated leads to Solicit new sales customers

Met or exceeded all monthly, quarterly and annual sales goals

Accounted for over 750k in sales per year

Managed sales cycles effectively

Work with field offices, internal and external departments to provide exceptional customer service

Management of customer promotions and programs

Participated in various sales meetings and conferences

Participated in trade shows and promotional blitzes

Ran customer call center dept

Listened and monitored all calls into agents, and investigated all issues brought by customers

Provided customer support as needed

Coordinated administrative functions within department

Supervised training of new hires.

Assisted in shipping dept and occasionally delivered personally

January 1998 - August 2012 / Riverdale Pharmacy, Bronx, New York

Store Manager

Managed day to day operations

Ordered all stock both drug and over the counter

Created employee schedules

Handled all deposits

Pharmacist Technician

Assist Pharmacist in filling customer prescriptions

Answer customer inquiries

Insurance processor and investigator

Provide customer insurance verification, via computer and telephone applications

Processed all customer claims

Investigated any claim management thought was suspicious.

Staff liaison to insurance providers and physician's offices


Salesian High School, New Rochelle, New York

High School, Diploma, 1998

Regents Diploma

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