Customer Service Consultant

GREGORY G. COSTANZA

860-***-**** ********@*****.*** 16 JUBREY DR. WINDSOR CT 06095

PROFILE

Multi-faceted, effective, respected, and high-energy professional who excels at providing superior project management and customer service, often drawing accolades for exceeding expectations. Seasoned professional with comprehensive experience and visible achievements in diverse and fast-evolving environment of sales

and communications.

CORE COMPETENCIES

Dynamic Project Management – ability to fluidly and successfully implement small to large scale projects in a fast-moving environment. Predictive of challenges that could come down the pike and ability to respond proactively thus avoiding any delays.

Revenue Generation – ability to upsell customer with additional products/services and commit to a longer contract agreement that may not have been presented or clearly discussed during the sales process. Displays ability to create product demand by leveraging customer relationships and developing credibility.

Excellent Customer Service – Because “Happy customers won’t be able to live without your services.”

PROFESSIONAL EXPERIENCE

June 2021-Present

Land Rover of Hartford, Hartford, CT Service Porter

Drives vehicles to and from service lane, and parking lot as needed.

Greet and process inbound customer in service run.

Performs wheel alignment checks.

Performs pre-inspection of inbound service vehicles.

Assigns customer to next available service advisor.

Makes key tags for vehicles and add protective covering inside vehicles.

Operates service kiosk for Express Check-in.

Assists customers with service loaners.

Processes night drop service and tow-ins.

Stocks refreshments for customers and staff.

Performs other duties as assigned by service director.

Frontier Communications, Meriden CT Project Manager/Service Consultant

2014-2019

Managed the sale, implementation, and installation of new phone systems throughout the U.S. in the Frontier footprint:

Helped the Account Executives to retain and grow existing customer base by identifying and articulating additional value proposition directly to the customers.

Managed and optimized revenue of existing customer base through retention activities, new product introduction and technology migration services.

Managed all network incidents within the area of responsibility to ensure each network installation progresses according to a given timeline.

Escalated for assistance and communicated any roadblocks – achieving and exceeding service agreement.

Facilitated, engaged and coordinated with all the departments involved the project status. Performed additional triage if necessary.

Assisted the customer in maximizing the return of their investment with Frontier by aligning their goals and ongoing refinement.

Established, maintained, and documented the progress of all projects.

GREGORY G. COSTANZA

860-***-**** ********@*****.*** 16 JUBREY DR. WINDSOR CT 06095

AT&T, Hartford CT Project Manager/Service Consultant

2006-2014

Worked closely with the sales team and residential and commercial clients – building a lasting and trusted relationship and achieve sales benchmarks.

Provided extraordinary customer service by being compassionate towards and understanding their needs. Built value by offering tailored and thoughtful solutions to fit each client’s needs.

Responsible for consulting and providing solution for project activities from inception, client identification, upgrade service requests through final invoicing

Acted as the subject matter expert and leader, typically viewed as a mentor. Always making sure that projects are seamless, and everyone involved knows their responsibilities.

Provided technical expertise including problem identification, system architecture definition, hardware/software specification and/or design, implementation, testing, client training on how to use the systems and deployment.

Southwestern Bell Corporation (SBC) Service Consultant

1995-2006

Managed projects implementation from the National Winback team. Worked directly with customers, network service consultants and account managers, making sure that the services that have been won back by SBC are happy customers.

Partnered and served as a central point of contact for the Winback portfolios in delivering world-class customer support treatment.

Helped identify opportunities to the Winback team that focused on educating, strengthening and regaining customer loyalty.

Acted as the subject matter expert and leader. Always making sure that all projects are seamless, and everyone involved knows their responsibilities.

Provided technical expertise including problem identification, system architecture definition, hardware/software specification and/or design, implementation, testing, client training on how to use the systems and deployment.

Responded to customer queries in a timely and accurate way. Followed up with customers to ensure all technical issues and service-level agreement have been achieved and exceeded.

Southern New England Telephone (SNET) Multiple Positions

1973-1995

Responsible for selling telephone services like ISDN and analog stations to various university departments. Responsible for collecting unpaid business telephone accounts through the negotiation of acceptable customer payment arrangements.

Negotiated requests and conducted fact-finding interviews with administration customers to develop service recommendations, quoted costs and arranged installation dates. Sold telephone services various university departments and conducted pre-sale station review.

Reviewed orders for customer service for requests to install, change or remove telephone service.

Filed, prepared and maintained various records and reports.

Investigated interdepartmental queries and issues corrections when necessary.

Processed legal documents such as small claims, civil summons, wage executions, motions, appearances, withdrawals, proof of claims, bankruptcy, foreclosure, and settlement

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