Manager Customer Service

DIPROSPERO, MARIA

*** ***** ***** ****** ******, GA 31088 302-***-**** *************@*****.***

OBJECTIVE

Experienced and accomplished Customer Service Manager with ten years of experience looking to leverage extensive background in customer service, management, and call center experience into a customer service or similar position.

SKILLS PROFILE

-Managerial and staff level experience

-Excellent attendance record

-Thorough knowledge and experience in customer service positions

-Enjoys helping different departments; a very good asset to all groups within the department

-Proficient in Microsoft Office, Infopay, Taxport, HSI Profit Series, and OnQ Property Management System

-Quick learner; very adaptable to change

-Experience in handling all manager and supervisor escalations

-Experience in scheduling

-Experience in processing tax inquiries and participant change requests

-Experience in training new team members as they join the team

-ERISA and retirement plan knowledge

-Benefit Payment experience

-Finance industry back office experience

EMPLOYMENT HISTORY

Victory Brewing Company January 2019 – March 2019

Server

Parkesburg, Pennsylvania

-Take all food orders

-Have vast knowledge of all Victory Brewing Company’s beer selections and food menu

-Perform all closing tasks including daily tip outs, stocking, mopping and scrubbing floors, etc.

-All closing responsibilities

-Stay up to date on all new beer, new menu items, and menu ads

JP Morgan May 2016 – December 2018

Call Center Manager

Newark, Delaware

-Incoming and returned mail management

-Processing of manual and automated directives both from clients and participants

-Entering participant requests and sending them to the Client Service team to contact the client

-Resetting passwords for user online access

-Printing tax forms for participants

-Verifying tax, address, and direct deposit changes

-Processing Death Notifications as we get notified and sending information to Client Service so that the client is able to stop the payments

-Reconciling all calls and actions done throughout the day to ensure completion and accuracy

-Answering incoming calls to the Benefit Payment Center phone line and answer questions regarding tax, change of address, payment dates, direct deposit changes, and general questions from the participant

-Sending copies of paper checks and advices of direct deposit as requested from the participant

-Participate in groups that find processes improvements for the department and execute changes

-Involved in the Spirit Committee, which is the group that plans all events for our department

-Mail, email, or fax blank forms to participants for every change requested

-Stop and reissue of payments if participant either doesn’t receive the check or misplaces it

-Monitor the team email box for correspondence from participants

DuPont – Contractor February 2015 – May 2016

Corporate Contact Representative

Wilmington, Delaware

-Qualifying inquiries

-Answering calls into the Corporate Contact Center and providing callers with information and phone numbers regarding products, locations, and the global DuPont directory

-Follow procedures and guidelines to assist all callers with any inquiry

-Ensuring information is relayed and recorded appropriately and accurately

-Take ownership of all inquiries, identify the inquirer’s need, bring the inquiry to a satisfactory resolution, and escalate as necessary.

-Receiving and resolving inquiries via telephone and web, managing the lead process from inquiry to closure.

-Navigate and exploit multiple types of reference information, sources and databases to retrieve product, service businesses to solicit information regarding surveys, launches of new products, webinars, follow up to trade shows, etc.

-Document all calls and leads handled

-Delivers lead management via Salesforce.com from initial inquiry to closure in Corporate Customer Care encompassing all DuPont businesses.

-Validate all solutions in Salesforce to ensure that all information is correct.

-Screen all executive calls

-Handle all privacy inquiries from the corporate website

Hilton Garden Inn August 2011 — December 2014

Front Office Manager 2013 - 2014

Assistant Front Office Manager 2012 - 2013

Guest Service Representative 2011 – 2012

Kennett Square, PA

-Make sure all room assignments are correct

-Process payments for stays and group reservations

-Contact guests with any issues and resolve them, making sure the guest is happy and wants to return to the property

-Make reservations

-Train and empower all employees to do all jobs necessary and make sure that they feel comfortable with their knowledge base.

-Make all front desk schedules

-Make sure corporate accounts are always at a zero balance, and take care of anything that is outstanding

-Show inquiring groups the hotel and help with sales

-Read and respond to all guest satisfaction surveys

-Train all new employees

-Fill out and file all new hire paperwork, training progress, insurance information, and any paperwork following

-Attend weekly manager meetings to keep hotel communication going well

-Do daily deposits and take all money to the bank

-Maintain all Hilton HHonors requests, service recovery issues, and questions

-Maintain all Hilton HHonors reimbursement records for payment

-Process all advance purchases and third – party reservations

-Make sure all areas of the hotel are fully staffed for the day, and discuss with each department head anything out of the ordinary happening that day

-Keep the HSI Profit Series system up to date for the Pavillion Pantry, breakfast, and dinner menus

-Place all office and pantry orders

-Work hand in hand with the Housekeeping manager to make sure all guest requests were fulfilled, and in the absence of the Housekeeping manager, all housekeeping employees would report to me

-Fill in in any area of the hotel if someone called out (i.e. Front Desk, Breakfast or Dinner server, Laundry inspector)

-Completed Manager on Duty rotations monthly

Education

-Currently working on Bachelor’s Degree

-High School Diploma – 2009.

References

References available upon request.

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