Customer Service Call Center

Lisa Tornetta

**** ********* ***** - **********, ** 19403

215-***-**** - *************@*****.***

Education:

Arcadia University, Glenside, Pa

Bachelor of Fine Arts May 2008

Experience:

Edward Jones

Sr. Facilities Coordinator

Remote, October 2023-current

Review floor plans to coordinate projects for carpeting and painting.

Strong working relationships with Financial Advisors, with follow through on step-by-step processes.

Receiving, dispatching, generating purchase orders and paying invoices for each work order created.

Service Level Agreement adherence, efficient expectations to branches for timelines and organization.

High level, emergency request assistance and problem solving to ensure excellent service.

Lease delegation with Landlords, reading and executing particulars to ensure responsibilities and cost associated with trades.

Driving and managing projects, executing needs with budget in mind.

Call center servicing for 13,000 branches during 8-hour workday; above average answer rate for calls, strong time management adherence.

Managing vendor relations, project budget and deadlines with focus on maximum cost saving efforts.

David’s Bridal Inc., Corporate Office

Facilities Coordinator

Conshohocken, May 2017-October 2023

Review of drawings (Lighting, Electrical, Plumbing, HVAC) to coordinate trades as needed for each task.

Responsible for managing 330+ locations maintenance requests.

Problem solving emergency work orders, communications with stores and delegating responsibility to vendors for service.

Organizing daily tasks, processing purchase orders and invoices for store issues via Microsoft Office Suite.

Trade specific subject matter expert for Alterations, equipment orders, issue resolution and vendor communication.

Reviewing floor plans and coordinating carpet replacements for stores.

Saving over $750k for company through budgeting, second opinions and trade experience.

Improving work order process by delivering quality customer service to stores.

David’s Bridal

Customer Service Representative/Receiving Assistant Manager

Plymouth Meeting; April 2016-May 2017

Daily tasks include confirming appointments for the week, paperwork for individual brides/parties, extensive knowledge of the product and customer facing interactive skills.

Preparing orders for the entire location, ship and receive products from outside vendors.

Managerial skills applied to front desk and scheduling with staff for daily appointments.

Problem solving and accountability for delayed merchandise for expedited occasion dates.

BNY Mellon

Assets Administrator

King of Prussia; March 2015-April 2016

Call center representative for new account holders/beneficiaries of deceased clients.

Tasks including asset management, high empathic touch during service calls, explanation of benefits.

Knowledge of federal retention, custodial banking, and one on one interaction with financial institution clients.

Iron Mountain

Customer Service Programmer (Customer Care) and Issue Resolution

Royersford; October 2014-March 2015

On-boarding new clients, scheduling pickups, quick turnaround to meet service level agreements.

Resolving any missed services, going above and beyond for the customer in their first 90 days with company.

MS-DOS base programing for data archives, ability to search through database for customer individual needs and order files through warehouse.

David’s Bridal

Wedding Consultant and Customer Service Representative

Plymouth Meeting; 2011-2014

One on one bridal experience with each individual customer.

Product knowledge, excellent customer service and problem solving.

Other Experience:

The Fall Studios, Aktion Gallery -Public Relations

Ascent Talent/Encore Nationwide- Promotional Model/Staff

The Reflections Project- Project Coordinator

Otto's BMW- Receptionist

CSI Holdings- Asset Administrator

Special Skills:

Proficient in Microsoft Office, Photoshop, Outlook, Salesforce, FM Pilot, Service Channel, Safe Keeper Plus and Excel

Excellent communication skills (theatrical training)

Extremely effective team player; can adapt to all personalities.

Conscientious and hard-working and easily adaptable to any electronic instrumentation

Promotional skills, strong communication and interactive skills

Experience running and coordinating an entire event, promotions, fundraising and benefit options.

Fashion oriented creative projects and experience

Service Line experience

Relationship building, collaboration, active listening, process improvement, cost reduction, cross-functional communication, contract negotiation, budget conscious, reporting and refining data, people management, vendor relationships.

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