Customer Service

Erica Paolillo

** ***** ***** *********, ** *****

781-***-**** *****.********@*****.***

Customer Service Professional

Administrative Support Marketing Business Relations

Dynamic professional with expertise in quality customer service delivery, account support, and marketing techniques to drive brand awareness and loyalty. Articulate communicator with superior interpersonal, written, and verbal communication skills. Resourceful networker with effective multitasking and client relationship building experience. Customer-focused leader with proven ability to foresee and identify problems and implement solutions. Adaptable team player highly skilled in collaborating with all members of the organization to achieve business objectives. Technical proficiency in Microsoft Word, Excel, and Outlook, as well as Google AdWords and internet researching.

Client Relations

Client Need Assessment

Research & Analysis

Collaborative Projects

Conflict Resolution

Report Generation

Cash Flow Monitoring

Balancing Transactions

Administrative Support

Account Support

Accurate Data Entry

Sales/Marketing

Professional Experience

ROCHE BROS. SUPERMARKETS, Easton, MA 2003 – Present

Cashier/E-Commerce Representative

Warmly greet customers and resolve inquiries in an expedient, professional, and customer-oriented manner.

Verify cash register at beginning of shift to ensure adequate cash flow.

Process timely and accurate transactions by receiving payment and issuing refunds, change, or credit.

Cooperate with colleagues, supervisors, and customers to facilitate exchange of information and updates.

Maintain clean and orderly work area and contribute to a professional environment at all times.

BSI Boston, Braintree, MA 2008

Account Representative

Contacted prospects to determine business needs and offer product or service recommendations.

Facilitated customer retention and new customer acquisition by providing thorough and detailed information to customers on viable business solutions based on need assessments.

Collaborated with marketing and sales staff to identify qualified leads and resolve customer inquiries.

Maintained accurate records with detailed information on customer contacts.

Education & Credentials

Bachelor of Science, Management (Concentration in Marketing), University of Massachusetts, Boston, MA

Associate’s Degree, Liberal Arts, Dean College, Franklin, MA

Academic Highlights

Provide effective administrative support to increase organizational efficiency and performance.

Ability to analyze business operations, policies, and procedures to forecast trends and offer business solutions.

Research the needs and objectives of organizations to develop marketing strategies that will influence public opinion and promote ideas, products, or services.

Develop communication material using superior research and business writing skills.

Adept at maintaining recordkeeping systems with the use of information technology.

Build and sustain cooperative relationships with internal and external stakeholders.

Engage in strategic planning to increase product or service awareness.

Successful completion and proficiency in advanced business courses, including Strategic Management, Internet Marketing, Integrated Marketing Communication, Operations Management, and Data Analysis for Marketing.

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