Customer Service Manager

Linda Verzicco

**** ****** ****, ****** ****, NJ 08002

Phone: 856-***-****

Email: acy3w0@r.postjobfree.com

Professional Summary

More than 14 years in project management in a variety of industries. Self-motivated, Innovative and goal-oriented management professional committed to deliver excellent customer service. Dedicated team player skilled at mediation and conflict resolution

Skills

Project planning

Negotiation

Team Building

Strategic planning

Personable

Dependable

Advanced Problem Solving

Flexible

Work History

2007-present Paetec Communications /Windstream Communications Mount Laurel NJ

Project Manager

Manage major account projects from inception through project close-out

Manage and Maintain up to 200 accounts for Allworx installation

Process invoices to insure Business partners are paid timely

Work with Install/Business partners to trouble shoot issues during or after install

Train new Project Managers

Review Visio to understand the scope of work needed to complete both phone systems and internet.

Insure Allworx phone systems and internet are installed in a timely fashion

Implement new processes and procedures as needed.

Work with little supervision

Account Manager

Meet or exceed quarterly sales

Meet or exceed quarterly contract renewal quota

Responsible for 120 account reviews per quarter

Maintain client base of 250 accounts

Responsible for conducting bill reviews within 10 days after cut over to Paetec.

2001-2007 Teknion LLC Mount Laurel NJ

Project Manager

Manage major account projects from inception through project close-out

Review scope of work and adhere to clients request

Work with installation company’s and outside sales reps to develop project schedules to meet expected delivery deadlines

Work with our manufacturing plants to identify production schedules to insure shipments meet customer deadlines

Manage any issues during a project that effect the project deadlines

Keep clients and dealers informed of any issues that affect the project

Work together with dealers to keep clients informed of project status

Review and approved additional work orders and additional charges

1995– 2001 A. Pomerantz & Company Philadelphia, PA

CUSTOMER SERVICE MANAGER

Interview, hire candidates for customer service department

Develop training program for all departments.

Develop and implement orientation for new hires.

Responsible for annual performance evaluations.

Manage and motivate customer service staff-department of 8

Develop annual department budget for approval from CFO

Resolve any open issues that may arise during the order process that requires management intervention.

Review and keep current customers contract

Act as a liaison between the sales rep and the customer.

Develop relationship with customer and overcome outstanding issues.

Follow up with client to insure customer satisfaction.

Monitor projects to insure customer expectations are met.`

1987-1995 Icon Office Solutions Philadelphia PA

ADMINISTRATIVE SERVICE MANAGER

Hired, trained and evaluated employee’s performance

Supervisor of the dispatch, customer service department and supply sales department.

Maintained service contracts for approximately 4,000 customers

Customized billing for major accounts.

Reviewed, updated and maintained weekly and monthly profitability reports.

Scheduled all technicians calls

Assistant to the Service Manager

Implemented new procedures and monitored productivity

1981 Saint Boniface Business School Philadelphia PA.

Microsoft Windows, Excel & Exchange. ADP Payroll System Oracle

Allworx Certified

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