Customer Service Manager

Shawndelle Zampitella

C: 610-***-**** • Email: *************@*****.***

A high-achieving, focused and resourceful Customer Service professional with an extensive background in retail, client relations, merchandising, manufacturing and account management. Self-motivated and creative problem solver energized by dealing with a variety of challenges in a fast paced environment; works well independently. An exceptional leader and team player, skilled in conflict resolution, multi-tasking, communications and organization, with a proven history of excellence in customer service.

WestRock May 2015 - Present

Senior Customer Service Representative

Records and processes orders and inquiries received by mail, telephone, and/or through customer personal contact

Provides pricing, availability and schedule information, and suggests alternative products or services to meet customer needs

Checks and approves credit lines within established guidelines and confirms orders.

Serves as chief liaison between customers and sales staff; communicates regularly and responds timely; seeks and obtains resolution of routine customer complaints and issues

Proactively analyzes inventory and customer order activity deltas and alerts staff of potential delivery or fulfillment obstacles

Builds new Product Designs from CADs to enable fulfillment of orders; researches and obtains pricing and availability of third party products required to complete manufacturing

Serves in a leading role for large accounts, ensuring customer satisfaction for the company’s most profitable customers

Member of 5S Pillars team, tasked with increasing efficiencies through workspace organization techniques, ensuring safety standards are met, and building trust between plant operators and support staff.

In company systems, implements and configures new account data obtained through corporate acquisitions

Travels to other corporate locations to provide training and best practice adoption to newly acquired plants and representatives

Developed audit plan and risk remediation plans for OSHA compliance

Recipient of the Customer Service Excellence Award and 2x recipient of Corporate Recognition Award. Target Corporation November 2012 - May 2015

Softlines Team Lead/Manager

Delivered excellence in customer service by greeting, assisting and providing product recommendations to customers and associates

Worked closely with corporate district managers to formulate and build the store brand

Designed and implemented customer satisfaction metrics

Redesigned the sales floor to meet company initiatives

Served as liaison between customers, store personnel and various department heads

Addressed customer inquiries and resolved complaints; exercised sound judgment in issuing credits and exceptions to store policy to maintain high levels of customer satisfaction.

Facilitated training of new employees on company customer service policies and service level standards

Stocked and restocked inventory as needed when shipments were received

Led teams of 10-15 employees on a regular basis; 2nd stage interviewer for employee hiring process; monthly scheduling of employee shifts

Designed team building activities to encourage employee enthusiasm and engagement.

Managed recognition, development and disciplinary action plans for direct reports

2x recipient of the Most Resilient & Adaptable Award Stadium Electric February 2012 – October 2012

Customer Service Representative / Showroom Sales

Developed and implemented customer service processes and systems for startup small business

Created store policies and procedures regarding payments, returns and exchanges

Prepared and sold a broad range of customized merchandise to individuals and commercial accounts

Resolved product issues and educated customers on new product benefits

Managed quality in communications, customer support and product representation for each client. Professional Profile

Shawndelle Zampitella, Page 2

Delaware County Intermediate Unit August 2006 – June 2007 Physical Support Secretary

Greeted visitors and responded to telephone and in-person requests for information

Served as central point of contact for all third party vendors requiring building access

Provided comprehensive departmental administrative support for department employees

Served as liaison to governmental and private insurance providers in support of billing issue resolution Branch Operations Manager, (2002-2005)

Shift Scheduler/On Call Support (1999-2002)

Associate in Business degree equivalent credits obtained

Trained in Medical Billing & Coding

Trained in HIPAA, OSHA, Records Retention and Confidentiality/Compliance regulations

MS Office ServiceNow PeopleSoft Kronos

Kiwi Front End JDE

Volunteer and Fundraising participant/coordinator, Clifton Heights Boys Club

Fundraiser, March of Dimes

Donor, Delaware County Women’s Shelters

Education and Certifications

Software

Bachelor of Science in Business Administration/ Finance, Marywood University, Scranton, PA

PMP Certified Project Manager

Volunteer Activities

Bachelor of Science in Business Administration/ Finance, Marywood University, Scranton, PA

PMP Certified Project Manager

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