Customer Service Manager

DEBRA S. PICCOLOMO

** ********** ******, ***** *****, NEW YORK 10960

Cell: 845-***-**** ? E-Mail: **********@*****.***

PROFILE

Customer Service Manager with extensive, diversified business experience in

varied industries; a skilled professional with expertise in building client

relationships, negotiating and administering business contracts, developing

and implementing procedures to improve productivity, training and coaching

staff, monitoring budgets and maintaining P&L while ensuring quality

results in all work, seeks a position that fully capitalizes on this

experience while providing further career growth.

ATTRIBUTES

PROVEN BUSINESS / MANAGEMENT / CUSTOMER SKILLS MULTI-TASKING

TEAM LEADER

CONSISTENT PRODUCER / QUICK TO LEARN EFFECTIVE

COMMUNICATOR (oral and written)

ORGANIZED PLANNER / DECISION MAKER INTERACT

POSITIVELY AT ALL LEVELS

RELATED EXPERIENCE

CREDIT RISK MONITOR, INC., Valley Cottage, NY

11/03 to 08/07

Account Manager / Customer Service

. Managed key clients (DuPont, Nike, International Paper, Sirius, etc.)

and renewed contracts representing $1MM+ in

revenue for this provider of subscriber-based, real-time financial

information analysis and news on 40,000+ companies.

. Interacted extensively with corporate credit managers to provide

diverse reporting services and to respond to any inquiries;

researched and promptly resolved any service-related issues.

. Trained new clients on application and usage of core services and any

new services offered.

RESULTS: Maintained 85% client retention through enhanced customer service;

consistently achieved individual quarterly revenue goals.

FABRICS BY SPECTRIX, INC., New York, NY 05/01 to 11/03

Customer Service Manager / Office Manager

. Revamped all internal administrative operations resulting in enhanced

production and cost containment.

. Maintained and updated corporate Human Resources and Accounts Payable

records.

. Generated quarterly sales forecasts for major accounts (Coca-Cola,

NASCAR, Sesame Street, etc.)

RESULTS: Delivered a 29% annual savings by renegotiating office equipment

contracts.

CYPRESS COMMUNICATIONS, Chicago, IL 11/99 to 05/01

Customer Service Manager

. Directed a team of nine and managed customer service for project

installations of customized

telecommunications solutions (Voice, Cable TV, Internet Services) for

150+ commercial accounts.

. Managed customer service, technical troubleshooting, user training,

product sales, and billing issues.

. Oversaw resource allocation, workflow and process adherence to ensure

delivery of premium services.

. Designed and implemented staff training and development programs

resulting in enhanced productivity.

. Streamlined operations in areas of installations reporting,

order/service requests and customer contact.

RESULTS: Led the Chicago market to win Top Market of the Month.

WILLIAMS COMMUNICATIONS SOLUTIONS, LLC., Chicago, IL

03/95 to 11/99

National Accounts Manager - OUTSOURCING DIVISION (1998-1999)

. Directed customer support and contract fulfillment with BP Amoco and

Bank of America for this $1.5 billion provider of

business communications equipment and multimedia integration services

for data, voice, video and advanced applications.

. Coordinated all telecommunications project installs, systems upgrades

and MAC/service activity.

. Managed technical support operations for a tier one help desk / call

center; maintained P&L and budget accountability,

contract administration and Telecom Accounts Payable.

Senior Project / Program Manager - BP AMOCO (1997-1998)

. Revitalized the BP Amoco account, a $22 million contract providing

services to 31,000 voice ports at 15-sites nationally,

that was in peril of cancelling due to multiple complaints.

. Managed a thirty-six member team and re-established communications

with the client; pinpointed critical issues and

engineered a complete turnaround; motivated the team to achieve

specific objectives while exceeding client expectations.

. Improved the service delivery cycle by creating a customer

satisfaction survey to gauge effectiveness.

. Developed training protocols, incentive programs and QA measures to

enhance the quality of service.

RESULTS: Named Vendor of the Quarter, a key to regaining the client's

confidence; produced a $36,000 annual client cost-savings.

CONTINUED...

Debra S. Piccolomo - 2 -

R sum

WILLIAMS EXPERIENCE (continued)

WILLIAMS COMMUNICATIONS SOLUTIONS, LLC., Chicago, IL

Project / Program Manager - BANK OF AMERICA (1995-1997)

. Managed fulfillment of a $10MM telecommunications contract providing

10,000 Centrex lines and

multiple networked Octel voice mail systems to four sites and a

trading floor for this global bank.

. Directed operator services for 40,000 calls monthly and help desk

support for 700+ service calls.

. Cross trained the support team to improve efficiency; created an

operating manual.

. Delivered $155,000 in annual cost savings through enhanced efficiency

and head-count reduction.

OTHER EXPERIENCE

LICENSED REAL ESTATE SALES PERSON 08/07

to Present

BETTER HOMES & GARDEN RAND REALTY, New City, NY / WEICHERT REALTY, Suffern,

NY / KELLER-WILLIAMS REAL ESTATE, New City, NY

RESULS: Ambassadors Club -2013 and 2012 (Top Producer)

PRIOR EMPLOYMENT

After college, held positions in Customer Service with AIM Telephone of New

England and ARC. Thereafter, fulfilled a contractor engagement with IBM /

ROLM. Subsequently accepted employment as Assistant Director of

Telecommunications Services with St. Luke's Roosevelt Hospital Center and

O'Neal Communications.

EDUCATION

State University of New York at Brockport, Brockport, NY

Bachelor of Arts Degree

PERSONAL

Focused...Knowledgeable...Hard

Working...Organized...Flexible...Professional...Resourceful...Ambitious...Po

sitive

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