Customer Service Manager

Roseann M. Zirpoli

** ***** ****

Wayne, NJ *****

Phone: 201-***-****

********@*****.***

SUMMARY OF QUALIFICATIONS

• 20 years experience in management and customer service in the Retail, Telecommunications Field and Food Industry

• Organized teams to handle special projects to meet time sensitive deadlines.

• Excellent team player, detail oriented, with the ability to work in a group as well as unsupervised.

• Ability to prioritize and multi-task in a fast paced and objective driven corporate environment.

• Proven organization, communication and problem solving skills.

PROFESSIONAL EXPERIENCE

Home Furnishings of NJ - Edison, NJ 11/06 to 4/26/15

Customer Service Supervisor

• Assist Customer Service Manager with administrative duties.

• Responsible for handling customer complaints with utmost quality & care.

• Transferring calls to proper store or department.

• Order parts, follow up on parts order to make sure that warehouse or customers receive.

• Send work orders to technicians, input their reports, status and follow up on technicians.

• Handle warranty claims and chargeback either corporation or delivery company.

. Handle returns, refusals, exchanges and put in pending transfers for warehouse

Something Different Linens – Clifton, NJ 1/17/05 to 11/06

Customer Service Rep

• Responsibilities include answering phones, taking orders, giving quotes, sending out samples

• Accountable for taking and entering orders and bringing up to production in a timely fashion

• Problem solving of orders and questions on tracking of goods.

Resource Communications, Inc. - PTEK, Inc. Wayne, NJ 2/99-9/04

Reservations Manager

• Responsible for developing the reservation department.

• Managed a call center of up to 15 employees that addressed an average of 400 calls per day.

• Monitored and tested personnel to ensure outstanding levels of customer satisfaction.

• Developed procedures and training for new products.

• Managed our top clients.

• Instrumental in converting the manual system for reservations, into an automated format.

• Provided support for sales representatives who generate revenue that exceeds $700,000 per month.

• Involved in developing company incentive program.

• Back up operations in the handling of calls.

Anna D’Foods (McDonald’s) Bloomingdale, NJ 5/97 - 2/99

General Manager

• Ensured high levels of customer service by monitoring, testing and motivating team members.

• Responsible for scheduling, payroll, daily cash reports and banking.

• Interviewing, hiring and training of personnel.

• Inventory control and purchasing of all products.

• Consistently met or reduced targeted food and labor costs.

• Achieved #1 standing for satellite stores in the region.

HONORS

Employee of the month several times while in operations at RCI

SKILLS

MS Outlook

MS Word

Excel

Internet Explorer

Type 77wpm with 97% accuracy

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