Dominique Cusumano

516-***-**** ad1rse@r.postjobfree.com Farmingdale, New York

www.linkedin.com/in/dominique-cusumano-9408b540

SUMMARY

Results-oriented customer service representative with 22+ years of experience in handling various customer inquiries and resolving issues. Known for my empathetic approach and ability to build lasting relationships with customers. Excellent problem-solving skills, adaptability, and a strong commitment to ensuring customer satisfaction.

WORK EXPERIENCE

Union Beer Distributors

Customer Service/Sales Representative Mar 2020 - Present Establish and maintained a regular weekly schedule of 160+ account appointments within assigned territory Assisted customers with inquiries, order placements, and product information via phone, email, and live chat.

Built and maintained strong customer relationships by actively listening to their concerns and providing personalized solutions.

Resolved customer complaints and conflicts in a timely and professional manner, achieving a high customer satisfaction rate as proven through 48% sales growth vs prior years sales Collaborated with cross-functional teams to ensure seamless customer experiences and successful problem resolution.

Conducted customer follow-ups to ensure their satisfaction and identify opportunities for upselling or cross- selling.

Demonstrated empathy and patience while addressing customer concerns, leading to a 90% reduction in customer complaints.

Developed strong product knowledge to provide accurate and detailed information to customers. Consistently met or exceeded performance targets, including average handling time and customer satisfaction scores.

Collaborated with the product development team to relay customer feedback and suggestions for product improvements.

Wesco Distribution Hauppauge NY

Administrative Assistant-Inside Sales and Assistant to District Manager Jun 2016 - Mar 2020 Assistant to Inside sales manager and District manager for NY Metro area; Book travel, Create expense reports, power point presentations, and email blasts for district manager Organize large branch events, assist marketing team in facilitating events (Ex: Golf outings, Roof Top bar social, Mobile trade show); creating flyers using canva, creating marketing promotions; ordering promotional giveaways

Research and resolve customer pricing disputes

Order entry and management of large wire contracts Provide various types of support to inside and outside sales team Setup new accounts and process customer credit applications Prepare and manage various excel sheets such as customer databases, quote logs, bid logs, pricing disputes. document audit requirements to remain compliant

Log, scan and email all BIDs & purchase orders

Manage employee calendar for inside sales manager

Other tasks as assigned to assist inside sales team, District manager, Inside sales manager and other departments

Ambassador Education Solutions Farmingdale, NY

Client Services Specialist Aug 2013 - Mar 2016

Provide customer service to assigned clients; Main point of contact for any client inquiries or issues Inventory Control; obtaining return authorizations and facilitating Vendor returns Run reports to estimate product needs Creating purchase orders and placing a large volume of orders for inventory needed by client

Create invoices to sent to clients for payment

Formatting, pricing, and uploading booklists using Microsoft Excel Provides customer service to students via email and telephone in a call center setting Handles UPS shipping issues in cooperation with the Traffic manager Other duties as assigned not limited to the above. EDUCATION

Sanford H Calhoun Highschool Merrick, NY Jan 2004 - Dec 2004 CERTIFICATIONS

Lean Yellow belt certification

SKILLS

•

Exceptional time management

skills and ability to meet

deadlines

•

Multitasking and time

management

•

Problem-solving and conflict

resolution

•

Highly adaptable and quick to

learn new systems and procedures

•

Knowledge of CRM software (e.g.,

Salesforce, VIP)

•

Active listening and empathetic

communication

•

Customer relationship

management

•

Strong verbal and written

communication

•

Remote communication tools

(e.g., Zoom, google meet, skype)

•

Strong problem-solving abilities

and ability to think critically

•

Proven ability to work effectively

both independently and as part of

a team

Contact this candidate