Customer Service Manager
Resume:
Felecia Mascellino
***************@*****.***
Hopatcong, NJ 07843
EXPERIENCE
Harms Software Inc. - Parsippany, NJ
January 2013- Present
Operations Coordinator
. Coordinate flight and hotel accommodations for company employees,
including CEO and VPs.
. Maintain and update upper management's schedules.
. Assist clients and marketing department with company conference
preparation.
. Schedule and prepare conference rooms for meetings.
. Answer, transfer and relay messages using software based multi-line phone
system.
. Research and update client information for accounts with discrepancies.
. Schedule interviews for all departments.
. In put potential client information.
. Register new clients for addition services i.e. text messages, email
alerts, events.
. Load USB drives with different versions of software and package for
delivery.
. Schedule trainings for new clients.
Mascellino Construction - Hopatcong, NJ
September 2011 - January 2013
Secretary
. Oversee company paperwork; manage all filing, faxing, and billing
needs, and keep documents organized
. Schedule appointments to discuss job estimates and proposals with
clients, and to meet with subcontractors
. Prepare and print customer contracts and invoices to distribute for
signatures
. Organize weekly payroll paperwork
. Answer phones and relay messages
Towne Hyundai Inc. - Denville, NJ
August 2009 - September 2011
Service Receptionist
. Coordinated lending of loaner cars and cataloged various details in
loaner car log; tracking mileage, gas levels, customers' information,
and repair orders
. Facilitated loaner car paperwork, ensuring that temporary plates were
properly registered, license plate changes were properly documented,
and insurance cards were up-to-date
. Verified and compiled lease return and final billing paperwork for
lease vehicles, prior to retrieval by Hyundai Corp.
. Generated car repair orders; processed sublet work orders and invoices
. Documented technicians' hours for each job; reviewed and processed
technicians' weekly time sheets
. Scheduled car service appointment requests received by phone and e-
. Collected customer payments for services received and parts tickets
. Addressed and mediated customer service issues by phone and email,
achieving high customer satisfaction scores
. Assisted Service Manager in training new employees, processing end of
day cashing out, and various other tasks
. Answered and managed multi-line switchboard phone and voicemail system
Circuit City Stores Inc. - Ledgewood, NJ
November 2004 - March 2009
Customer Service Supervisor
. Handled all aspects of acquiring new hires, conducting interviews,
obtaining background checks, and collecting all necessary paperwork;
trained and supervised performances of over 20 direct employees
. Collaborated with Operations Manager in managing a $10 million
business, by assisting in merchandise transfers, receiving shipments,
tracking and filing paper work for lost or late shipments, and
upholding store standards
. Assessed daily reports on price changes and inventory variances;
maintained company bookwork in compliance with standard operating
practices
. Oversaw cash office functions, including change orders and handling
nightly deposits; researched and reconciled all register cash
variances
. Sold Circuit City Advantage Protection Plans on all store merchandise,
and resolved customer issues regarding returns, price changes, and
product servicing per Circuit City Promise standards
. Managed multi-line telephone system; opened and closed the store
PROFESSIONAL SKILLS
. Proficient in Microsoft Word, Excel, Outlook and PowerPoint
. Superb interpersonal communication and customer service skills
. Resourceful at problem analysis, problem solving, and multi-tasking
. Strong leadership skills, able to work efficiently either
independently or in a team
. Friendly and professional phone etiquette
. Basic knowledge of the Spanish language
EDUCATION
County College of Morris - Randolph, NJ
September 2005 - June 2007
Some coursework completed
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