Customer Service Manager

ELISABETTA SICCARDI

Cell: 714-***-**** - **********@*******.***

PROFESSIONAL SUMMARY

Over 10-year background in Sales/Customer Service in Automotive Manufacturing industry. Continuously advanced to positions of more responsibility. International experience supporting global sales and marketing teams. Strong interpersonal skills both at the line and senior management level delivering creative problem-solving solutions. Ability to produce time-critical results in the data analysis, forecast and budget planning. Several years of experience as translator, interpreter and teacher. SKILLS

• People-oriented

• Customer-focused

• Superior organizational skills

• Account Management

• Sales Forecasting & Analysis

• Project Management

• Customer Relationship Management

(CRM) software

• ERP system

• Microsoft Outlook, Word, Excel,

PowerPoint

• Oracle (CSS, JDE)

LANGUAGES

Fluent: English, Italian, Spanish. Conversational: French WORK HISTORY

04/2014 to 12/2016 Customer Service Manager

IMPCO Technologies, Inc. – Santa Ana, CA

• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.

• Tested and successfully implemented a Customer Self Service portal for customers to place and review orders.

• Worked with top 5 customer to smooth deliveries by increasing frequency and facilitate process with Operations planning.

• Handled major incidents that cannot be resolved by CS Rep.

• Analyzed data and statistics, distributing on time, correct reports to executive team of multiple business divisions.

• Worked with management on launch of new products or special projects.

• Recruited and trained new personnel and contributed to significant improvement in customer satisfaction (95%).

• Introduced training programs that enhanced employees performance and helped build a motivated workforce.

• Followed-through on all critical inter-departmental escalations to increase customer retention rates.

09/2011 to 04/2014 Customer Service Supervisor

IMPCO Technologies, Inc. – Santa Ana, CA

• Coordinated CS Reps activities providing direction, guidance and creating a positive work environment.

• Contributed to exceed sales target by 10-20% each year, despite increased competition and instability of gas and oil market.

• Facilitated inter-departmental communication to effectively provide customer support.

• Reduced number of expedite requests and increased company profitability by implementing expedite fees.

• Maintained up-to-date ERP customer master files including credit status, shipping and billing.

• Identified and improved sales processes and implemented changes to increase company efficiency and revenue potential.

• Investigated and resolved customer inquiries and complaints in an empathetic manner.

• Maintained accurate records of past due customer account activity.

• Managed efficiently departmental expense budget. 06/2006 to 09/2011 Inside Sales

IMPCO Technologies, Inc. –Santa Ana, CA

• Responsible for handling 20+ international and domestic customer accounts.

• Maintained order release schedules provided by OEM's for core product and engine assemblies.

• Liaison between internal departments and customer to ensure customer satisfaction, on time shipments and assistance with any payment issues.

• Worked with Sales Managers to support special programs.

• Participated in internal and external audits always with collaborative attitude and on time submissions.

• Entered data promptly and efficiently with a 99% accuracy rate.

• Provided an elevated customer experience to generate a loyal clientèle.

• Adhered to all confidentiality requirements at all times. 08/2005 to 06/2006 Marketing & Communication Specialist Monregaltour –Piedmont, Italy

• Prepared and organized tours for schools and private groups, in collaboration with specialized Tour Operator.

• Worked closely with clients to identify their needs and challenges and provide solutions-oriented campaign themes.

• Coordinated seminars and professional courses offered by the organization.

• Created effective messaging using language, graphics and marketing collateral.

• Developed partnerships with local businesses to secure third party promotions.

• Proofed and approved production and printing drafts of promotional materials. 04/2004 to 08/2005 Customer Service Representative Federal Mogul Italy Srl - Ferodo Racing –Piedmont, Italy

• Assisted Motorcycle Racing distributors with order entry, status, pricing and product applications always with high levels of accuracy.

• Worked closed with Shipping department to ensure on time deliveries.

• Implemented company policies and helped with supply/distribution of marketing merchandise.

• Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

• Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

• Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.

10/2002 to 10/2003 Internship

European Parliament – Brussels, Belgium

• Acquired first-hand practical experience of diplomatic work at the European Parliament.

• Performed research and assisted in the preparation of the Italian Member of European Parliament public remarks.

• Worked with staffers on specific policy areas, foreign affairs and human rights. EDUCATION

2002 Master of Arts: Spanish and English

University of Turin - Turin, Italy

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