Customer Service Manager

Location:

Clifton Heights, PA, 19018

Posted:

June 16, 2018

Contact this candidate

Resume:

* * * * * U T H A V E N U E, A P T K * • S E C A N E, P A 1 9 018

P H ONE ( 4 8 4 ) 4 3 7 - 0773 • E - M A I L C A R A . B U ONCRISTIANO@Y A H OO.C OM C A R A K . B U ONCRISTIANO

EDUCATION

May 2012 Villanova University

Master’s of Arts in History

Public History/Early American History

May 2008 West Chester University

Bachelor’s of Arts in World History

Recipient of the Daughter’s of the American Revolution Award in American History

CERTIFICATIONS

Scrum Master

December 2017

CONTINUING EDUCATION SEMINARS

Project Management Training for the Non-Project Manager

West Chester University

June 2018

Management Skills Training

Pennsylvania State University

November 2016

Managing Multiple Priorities and Projects

Skill Path Seminars

November 2016

The Conference for Women

Skill Path Seminars

August 2016

Essentials of Project Management for the Non-Project Manager

American Management Association

June 2016

Leadership and Management Skills for Women

National Seminars Training

May 2016

WORK EXPERIENCE

June 2018 – Present eMoney Advisor, LLC

Senior Client Support Specialist: Living Balance Sheet

In 2018 eMoney Advisor implemented a company reorganization. As a result, my role was slightly altered so that I became part of an enterprise support team instead of leading an independent LBS support team. The only thing that changed with my role is that I am no longer a supervisor, all my other responsibilities have stayed the same.

June 2016 – June 2018 eMoney Advisor, LLC

LBS Engagement Lead/Interim LBS Technical Project Manager

After only six months as an LBS Client Support Specialist, I was offered the role to become the Engagement Lead, a supervisory position. While still performing the role of an LBS Client Support Specialist, given that our workload never demands more than two team members, I also inherited the responsibilities of a call center supervisor. When I was promoted to this position, the position had not existed prior, so over the course of the past year I have had to essentially create and define the role itself. As the Engagement Lead I helped to implement our new chat feature option available to LBS users since January 2016 while still maintaining excellent customer service levels for all call and email queries. In addition, I also perform all LBS related trainings whether they are for new core team members or for our backup team members.

In addition to performing this role, from the beginning of September 2016 to the end of December 2016 I also served as the Interim Technical Project Manager for the LBS Development Team. The actual project manager was on maternity leave and I was asked to perform her duties in the interim as my supervisor knew of my interest in agile project management. During this four month period I maintained the development team’s JIRA board, ran status meetings with the developers, participated in status meetings with our clients, and facilitated several client meetings in which we determined the next stages of product development.

Since August of this year I have also been shadowing another Scrum Master here at eMoney for the purposes of training and eventually moving into a Scrum Master role within the company myself. During that four months I learned Agile and Scrum practices and saw them in action with multiple development teams as I attended their weekly ceremonies. In conjunction with this training I have been certified as a Scrum Master with the Scrum Alliance as I continue to pursue a career in Development Project Management & Scrum

December 2015 – June 2016 eMoney Advisor, LLC

LBS Client Support Specialist

In December of 2015, a role opened within the LBS team for a client support specialist. LBS, or The Living Balance Sheet, is proprietary financial planning software designed exclusively for the use of Guardian Life Insurance Advisors. Previously the general engagement team would handle LBS calls, but the client, Guardian, decided they wanted their own dedicated team. As an LBS Client Support Specialist I not only handled phone calls, but my duties increased to also handle email and chat queries.

July 2015 – December 2015 eMoney Advisor, LLC

Client Support Specialist

eMoney Advisor is a software company that produces online financial planning software for financial advisors to use with their clients. As a client support specialist, I served as tier 1 customer service handling phone calls and chat requests. In the short six months I was in this role I quickly rose to become the top phone rep servicing over 50 calls per day. In addition, I was the first east coast recipient of the company’s customer service competition that was open to the 20 representatives currently manning the phones in our east coast office. To win the award I had to consistently field the most calls, display product knowledge through weekly quizzes, and have the most compelling customer service story that showcased my ability to turn a bad customer service situation into a proactive one. In December a role opened for the same position, but on a team that specifically provided assistance to one client of eMoney rather than the general client pool.

November 2012 – July 2015 Petplan Pet Insurance

Senior Claims Administrator

Working for Petplan was definitely a different experience compared to prior positions, but a beneficial one. As an administrator, it was my job to create claims from thousands of documents that Petplan receives on a daily basis using data-entry software. The claims department works hand-in-hand with the customer service department on a daily basis to ensure that all policy holders truly felt that their pets’ well-being was at the forefront of everything that Petplan does. While I enjoyed my work and the experience I gained, I wished to move on to use my skills in a setting that challenged me and provided opportunities for personal growth.

May 2012 – November 2012 Eastern State Penitentiary Historic Site Tour Guide

As a tour guide with Eastern State Penitentiary Historic Site, my first priority was visitor relations. Guides are responsible for leading tours, both public and private, along with leading interactive experiences termed “Hands on History.” When a visitor comes to the Penitentiary their entire experience is based on their exchanges with tour guides. I, along with the other guides, ensured the best experience possible for visitors and potential members. Unfortunately the position was only seasonal. May 2008 – November 2011 GameStop Inc.

Assistant Manager

When I graduated from college I was promoted to an assistant manager. As an assistant manager I supported my store manager with making our store a success by overseeing responsibilities such as customer service, hiring and training, store operations, cash handling, inventory procedures and other processes involved in running a successful store.

March 2007 – May 2008 GameStop Inc.

Part-Time Manager

My first position at this GameStop location was that of part-time manager. I aided my assistant and store managers with store business and customer service. While working I would serve as shift leader and make crucial decisions when supervisors were not available. I worked in this position in another location as well prior to March 2007.

September 2006 – March 2007 Pearle Vision

Optometrist’s Receptionist

At Pearle Vision I worked as a receptionist for the resident optometrist. Besides handling appointments and patient interactions I would also be responsible for processing insurance claims and updating the doctor’s database on patient information and prescriptions. I left Pearle Vision to seek a job that allowed for more hours as the doctor cut back on his scheduling.

Previous Employment Available Upon Request

VOLUNTEER EXPERIENCE

2016 – 2018 eMoney Employee Engagement Committee

Committee Member

Events Planned:

2016 Company Picnic - Lead

October 2017 Food for Thought - Lead

Holiday 2017 Decorating Contest - Lead

Summer 2012 The Woodlands Historic Site

Volunteer Docent

In April of 2012 I began training as a docent at the Woodlands, a historic house and cemetery site located in Philadelphia. Due to scheduling complications however, the program was suspended.

Spring 2011 Concept

Submission Reviewer

Concept is Villanova University’s graduate studies journal that is produced annually by graduate students and faculty. For the 2011 issue I preselected papers that would be eligible for publication.

Summer 2008 West Chester Historical Society

Project Photographer

During the summer of 2008 I assisted the society’s collections manager by photographing artifacts in their expansive paper doll collection and updating relevant information in the museum’s Past Perfect database. Spring 2007 University of Pennsylvania’s Museum

of Archaeology and Anthropology

Volunteer Docent

For a brief period I volunteered at the museum shadowing tour guides and learned what makes a successful tour and exhibit.

MEMBERSHIPS

Museum Council of Greater Philadelphia

Fall 2014 – Fall 2015 Membership

North American Council on British Studies

2010 – 2011 Student Membership

CONFERENCES

2017 LBS Forum

The regular LBS Forum is the annual conference held by Guardian Life Insurance for newer users of the LBS platform. While at this conference I again helped man the LBS Support table on behalf of eMoney Advisor while attending the various sessions.

2017 LBS Advanced Forum

Advanced Forum is the annual conference held by Guardian Life Insurance for experienced users of the Living Balance Sheet. While at the conference I helped man the LBS Support table on behalf of eMoney advisor and attended the various workshop sessions to learn how advanced users of the system utilize the software in their business.

PubComm 2012

PubComm is a conference held annually in the Philadelphia area for graduate students pursuing a career in public history. Members in the field present workshops on their experiences and current trends. In 2012 the main topics discussed were networking within the public history field and electronic mediums SKILLS

Superb proficiency with Microsoft Office Applications and other database and data-entry software including, but not limited to: JIRA, Confluence & SalesForce

Experience working with a development team for 2 years learning both Waterfall and Scrum practices

Ability to work diligently in a fast-paced environment

Excellent interpersonal and customer service skills

Detail oriented while being highly organized

Experience in a management position for 6+ years

Typing Speed: 90-100 wpm

Working experience with Past-Perfect and basic training for Raiser’s Edge

Experience with visitor relations in a public history setting

Experience with collections handling and care

Impeccable proficiency in historical research, writing & cataloguing REFERENCES

Ed O’Brien

CEO – eMoney Advisor, LLC