IVETTE M. CALO

** **** ******, ******, ** *****, Cell: 973-***-**** ac4npj@r.postjobfree.com

Professional Summary

Energetic customer service representative with strong time management skills who thrives in a fast-paced, dynamic

environment. I am very successful at troubleshooting and handling customer issues in a timely manner and dedicated

to being a strong leader and team player. I remained in the top 10 for overachieving sales quota for 12 years straight.

Education

Associate of Arts: Business, 2010

Centenary University - 300 Littleton Rd, Parsippany-Troy Hills, NJ 07054

16 credits needed towards Bachelor Administration Degree; GPA 3.34

Experience

Customer Service Sales Representative, 2006 to 2017

Verizon Communications, Inc. 290 W Mount Pleasant Ave, Livingston, NJ 07039

Assisted customers with inquiries with their bills, disputes and complaints, issued refunds and payment arrangements

Exceeded monthly sales quota and service objectives, attained all metrics, AHT, Saves, Post billing adjustments

Strategic-relationship/partnership-building skills, listen attentively, solve problems creatively and use tact and

diplomacy to find common ground to achieve win-win outcomes and 5 star customer ratings on every call

Volunteered for 2 years on the escalations team assisting reps with takeovers and helping customers with order issues

Collections Representative (Temp), 2004 to 2005

CIT Group, Inc. 1 Cit Drive, Livingston, NJ 07039

Utilized Dun and Bradstreet as a resource to resolve delinquent accounts

Researched and followed up with customers while meeting deadlines; made over 100 outbound calls daily

Responsible for a $12M dollar portfolio and meeting my monthly quota of 3.25%

Negotiated payment plans with customers to resolve past due balances

Human Resources/Case Specialist, 2001 to 2003

Mellon HR Solutions, 150 Clove Road, Little Falls NJ 07424

Administered 401K, pension and medical benefits to employees

Performed loan transactions and fund transfers from 401Kplans and ran projection estimates for pension plans

Assisted with open enrollment processes for Sun Trust, PWC, and American Express

Fielded 100 inbound calls and performed over 50 transactions accurately on a daily basis

Customer Service/Sales Manager, 1998-2001

Cash Back Rebates Long Distance Service, 550 Broad Street, Newark, NJ 07102

Hired and managed a staff of 60 telemarketing and customer service representatives

Monitored calls for quality assurance and performed on the spot training

Implemented new training programs which reduced staff turnover by 15%

Screened new candidates and conducted monthly performance evaluations

Responsible for maintaining daily sales quota, increased sales by 70%

Contact this candidate