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Customer Service Manager

Manchester, NH
November 17, 2018

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Tracy Christian-Vazquez



High School Diploma from Dracut High School, Dracut, MA

Experience Executive/Administrative Assistant:

Have 10+ years Maintaining Confidentiality and dependability, Managing, multitasking and prioritizing, meeting deadlines and working well under pressure while problem solving all while being confident and a team player working directly for a CEO’s SVP’s. Administrative duties including but not limited to, Project Management, Extreme Accuracy, Customer Service, Client Relations, Supplier Relations, Portfolio Management, Meeting Minutes, Scheduling, Correspondence, Preparing Reports, Managing and Planning events and Travel Arrangements, BPO’s, FMO’s, T&M’s, Quote Requests, Coordinating and Managing logistics, Maintaining Calendars, Accounting/Bookkeeping/Reconciling Credit Cards, Design and Maintaining Filing Systems. Executing and Maintaining Vendor relationships, Marketing, Contract Management, Process Review and Maintenance. Weekly and Monthly Reports

Experience in Office Management:

Has 10+ years of experience providing exceptional office management organizing meetings, managing databases, booking transportation and accommodations along with company events and conferences. Preparing letters, correspondence, presentations and reports. Managing office budgets, expense reports, liaising with staff, suppliers and clients. Implementing and maintaining office procedures and delegating tasks to junior employees.

Experience in Customer Service-A/P-A/R:

Has 10+ years of experience providing exceptional customer service, answering customer queries, problem solving and providing detailed information on new products. Answering any and all billing questions in regards to payments/debits/credits.

Experience in Order Processing:

Has 10+ years of experience in Order Processing, Work Management System Portal, Storms and Order Management, FMO’s, T&M’s Quotes, Receiving Orders, Order Tracking.

Experience in MS Office Suite:

Proficient in MS Office suite, SAP, OneSource, Salesforce, Oracle, Coupa, Sundry Billing, Lotus Notes, Adobe.


Over 10 years of successful experience in customer service and sales support with recognized strengths in account maintenance, order processing, order management, project management, problem-solving and troubleshooting techniques. Project coordination and planning / implementing proactive procedures and system applications. Accounting, PO Creation, Accounts Receivable and Payable, Account Reconciliation, Credit Card Reconciling, Hotel and Conference Coordination and Setups.

Solid computer skills.

Excellent working knowledge of SAP, Microsoft Excel, WordPerfect, Microsoft Word, MFG, Noble Software, Oracle, GUI (Global User Interface), Salesforce.

Ability to train, motivates, and leads customer service team members.

Acknowledged as a “Total Quality Customer Service Professional.”

Excellent interpersonal skills.

Works well with all levels of internal management and staff, clients and vendors.

Sensitivity to confidential matters.


Growth of 7 key accounts ($373K/year), utilizing high level of detail.

Proactive planning led to notable increase in morale in all departments.

Created customer satisfaction survey, drastically reducing potential customer issues.

Professional Experience

Eversource Power Supply, Manchester, NH Jan 2017 - Present

Administrative & Customer Service Support

Create and Maintain Spreadsheets, Generate memos, emails and reports when appropriate. Reconcile all credit cards with statements for accounting purposes. Process credit card and e-checks. Process daily checks for payment in C2 system (A/P).

Open, sort and distribute incoming mail, dictate and enter all voice messages into C2 system posted to appropriate jobs.

Maintain daily data for tracking of daily team progress for management. Gather and analyze important information and create correlating data and reports.

Compose and type routine correspondence and prepare materials for special events.

Receive and process incoming customer requests for service over the telephone, web, email, and facsimile ensuring all work requests are in usable form. Compiling customer information, contractor information, work request primary point(s) of contact and description of work). team oriented and possess excellent interpersonal and communication skills (both oral and written).

Interpreting and implementing numerous policies and procedures and providing superior customer service is a must meeting all job requirements.

Coordinates and organizes projects for maximum efficiency and, recommends creative ideas to improve management work flow.

Performs standard daily office activities and procedures (supplies, equipment, expense reports, incoming mail/correspondence, travel arrangements, etc.) to ensure a smooth office atmosphere.

Supports the organization with other requests as needed and directed by manager, drafts written correspondence and presentations.

Analyzes work processes, recommends actions, and with managers’ approval and direction, implements strategies to enhance procedures/systems for improved work flow and office efficiency.

Tracks internal and external commitments/deadlines, schedules meetings, and prioritizes requests for manager’s time.

Acts as liaison with manager’s internal and external constituents.

Coordinates assigned projects and activities with efficiency, a high level of quality, and minimum supervision.

Anticipates manager’s needs, initiates action to address those needs, and briefs manager on action taken.

Keeps manager informed of activities and problems falling under his/her jurisdiction.

Perform storm assignment as needed.

Contractlogix, Chelmsford, MA Oct 2015 – Jun 2016

Operations Assistant / Office Manager / Executive Assistant

Maintains office services by organizing office operations and procedures; logging PTO; controlling correspondence; designing filing systems; reviewing and approving supply requisitions; assigning and monitoring clerical functions.

Support Manager(s) in performing business operations duties. Provide support to Operations Manager as and when required.

Update internal operation procedures document as needed. Coordinate with Manager to schedule Level 10 team meetings and to provide follow-ups. Support the Manager in managing and resolving operational issues.

Work with Project Manager to provide excellent customer service during implementations.

Participate in customer meetings and distribute minutes of meeting to the operations team.

Store, file and retrieve corporate documents and reports as and when needed.

Order, store and organize all office supplies. Manage incoming and outgoing letters and packages.

Perform general office administrative and clerical duties. Manage all office orders on a regular basis. Maintain logs and spreadsheets for all office activities, including travel arrangements and expenses.

Provides historical reference by defining procedures for retention, protection, retrieval, transfer, and disposal of records.

Maintains office efficiency by planning and implementing office systems, layouts, and equipment procurement.

Designs and implements office policies by establishing standards and procedures; measuring results against standards; making necessary adjustments.

Completes operational requirements by scheduling and assigning employees; following up on work results.

GE Sensing, Billerica, MA Nov 2014 - Jun 2015

Customer Care Rep

Extensive usage within Salesforce, MFG, Oracle and SAP.

Manage high volume of logged cases for internal and external customers submitted via SFDC and Avaya phone application

Generate quotes, validate correct discounting and pricing via Contractual approvals.

Work with planners to ensure orders are entered completed and shipped on schedule. Order processing and order management.

Confirmation and follow up to customer inquiries; deliveries, PO issues, Invoices, RMA’S and Sales orders

Validation and review of Vendor profile forms for ISO compliance

LP Network Inc., DBA Security Source, Wilmington, MA Feb 2011 – Jan 2014

Customer Service / Call Center Team Leader

Responsible for customer service in the loss prevention equipment division. Duties included, but were not limited to; answering customer queries, problem solving and providing detailed information on new products.

Leading a Team of CSR’s including training in policies and procedures, dispatch, order processing, customer follow up. Daily tracking and order management to keep jobs on track for timely completion.

Submit requests for PO’s and NTE increases at a corporate level to ensure work orders were accurately accounted for and invoiced in a timely manner.

Formed trusting relationships on a national level for the loss prevention needs of major retailers on a corporate and store level.

Outstanding working relationships with corporate and small locksmith/technician business owners.

Negotiating pricing and contracts on a 24/7/365 basis.

Dispatch service calls to major retailers due to lock outs, safe issues and hardware issues.

Support project managers with new accounts and upgrading existing services: processing RMAs, and ship new orders

Quickly and effectively managed the needs/requirements of high revenue commercial accounts through extensive follow-up procedures.

Entry and Auditing of new customer profiles including accounting/billing information.

Order/Service entry into SAP including follow up procedures to ensure job and product delivery to completion.

Generated repeat business through successful client follow-up.

Barry Security Systems / Red Hawk, Lawrence, MA 2007 - 2009

Customer Service Manager

Responsible for managing the Service dept. consisting of 12 team members.

Manage training requirements and procedural duties for effective service request responding, routing to correct personal, follow up protocol and close out of jobs.

Created and maintained the operations for security measures via access control systems.

Lead weekly meetings for procedural updates, as well as follow up on accounts, policies and procedures.

Hewlett Packard / Indigo Division, Andover, MA 2005 - 2007

Executive Assistant / Contract Administrator / Accounting

1st point of interaction and contact for all calls and visitors.

Manage executive level calendars, travel needs, events and meeting arrangements.

Generate various adhoc reports based on specific requirements

Create presentations for Board of Directors meetings

Responsible for reconciliation of executive expense reports and reimbursements.

Scrivanos Group D/B/A Dunkin Donuts, Ward Hill, MA 2004 - 2005

Accounting Assistant / Payroll Clerk

Processed all new hires and termination documents and legal forms.

Prepared weekly, monthly, quarterly, and year-end reports as required by law and for management

Respond to payroll inquires in a proactive time frame. Propose solutions when information was needed or errors occurred.

Ensure all payroll records were maintained in accordance with applicable federal and state laws.

References Furnished Upon Request

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