Customer Service Manager

Mary Stanislao

Client Engagement Representative - Audio Digest Foundation

Chandler, AZ

****.*********@*****.*** - 818-***-****

* 10+ years of professional and administrative experience with increased responsibilities within each position.

* Experience includes strong customer service and office management.

* Poised individual with the ability to perform autonomously and efficiently in any environment.

* Able to work in a fast-paced environment, multi-task with high attention to detail and quick learner.

* Proficient in Microsoft Office applications (Word, Excel, Outlook)

* Proficient in both MAC and PC

* Proficient in iOS and Android

Willing to relocate to: Phoenix, AZ - Portland, OR - Seattle, WA Authorized to work in the US for any employer

WORK EXPERIENCE

Client Engagement Representative

Audio Digest Foundation - Glendale, CA - 2014 to Present

• Cultivated an advanced knowledge of products and services in the Continuing Medical Education industry.

• Communicated the features and benefits of changing product line to the end-user.

• Developed an understanding of the mindset of the end-user and synthesized complex technical details of website and mobile applications into simple and easy-to-understand instructions for the benefit of the end-user.

• Advocated for the customer, and reported any issues that may impact the general experience of the end- user to management with the purpose of correcting and enhancing the current processes'.

• Troubleshot technical issues on both website and mobile application.

• Expediently responded to inbound calls and emails that entered the department in a positive and professional manner.

• Engaged in a serious outbound call effort of up to 100 calls per day. VIP Representative

Legalzoom.com, Inc - Glendale, CA - September 2010 to March 2013 Responsibilities

• Assisted departmental Manager by creating various work assignments and delegating to employees.

• Responsible for overseeing up to 20 representatives in the departmental Manager’s absence.

• Trained new representatives on department procedures, systems and company products.

• Analyzed low scoring customer satisfaction surveys, determined corrective procedures and contacted customer with resolutions. Based on analysis, recommend product/procedural enhancements.

• Handled high-risk and escalated customer accounts, acting as single point of contact. Tier II Business Customer Support Representative

Legalzoom.com, Inc - 2009 to 2010

• Handled customer calls to obtain information needed for the completion of their filings and business registrations.

• Updated filing information based on customer requests and State & Federal Agency requirements.

• Contacted County and State Agencies to track the progress of customer business registration Customer Service Manager

Wolstenholme International Ltd. / Emerald Performance Materials - West Chicago, IL - 2006 to April 2009

West Chicago, IL

(Wolstenholme acquired by Emerald on 4/1/09) 2006-2009 Customer Service Manager, 2008-2009

• Assisted in the transition of the company from West Chicago, IL to Ohio.

• Managed up to three Customer Service Representatives.

• Planned daily production for two separate ink manufacturing plants based on customer demand.

• Maintained and analyzed raw materials in order to produce product in a timely manner.

• Assisted the Sales Team in daily correspondence, creating expense reports, and maintaining customer accounts.

• Maintained the stock of office and break room supplies. Customer Service Representative

Wolstenholme International Ltd. / Emerald Performance Materials - 2006 to 2008

• Handled order entry for numerous accounts based on customer need.

• Provided Customer Support while maintaining a heavy call volume.

• Assisted the Shipping Department in scheduling daily deliveries, as well as setting up several Logistics accounts.

• Handled sorting, delivering, and maintaining mailings to customers. HUD Builder

Wolstenholme International Ltd. / Emerald Performance Materials - 2006 to 2006

• Prepared HUD (Housing Urban Development) paperwork for closings in the Chicagoland area.

• Maintained heavy phone coverage to provide Customer Support, while concentrating on emphasized deadlines.

Assistant

University of Illinois - 2002 to 2006

• Provided Administrative Support for the Purchasing Division and maintained the front desk.

• Assisted Contract Specialists in editing contracts for various University Departments. Internship

Lionsgate Entertainment Corp - Los Angeles, CA - 2005 to 2005 Los Angeles, CA 2005

Intern, 2005

• Read, Analyzed, and Wrote script coverage for numerous screenplays.

• Provided Administrative Support for various individuals, including managing phones, faxes, and making copies.

EDUCATION

Bachelor of Arts in Television Writing and Producing Columbia College Chicago - Chicago, IL

2004 to 2005

General

Ball State University - Muncie, IN

2001 to 2003

General

College of DuPage - Glen Ellyn, IL

2003

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