Customer Service Staff Manager

ANN MARIE QUARANTA

**** ******** ***., **** **

Brigantine, N.J. 08203

(Home) 609-***-**** (cell) 718-***-****

e-mail ****************@***.***

PROFILE:

A results oriented management professional with 25 years experience in diversified areas of telecommunications including operations, marketing, sales, collections, training and project management.

KEY QUALIFICATIONS:

• Call Center customer service representative and manager for 25 years

• Proven ability to motivate and interact effectively with all levels of management staff and clients, and direct reports.

• Ability to coordinate various assignments and responsibilities with maximum efficiency and accuracy.

• Excellent coordinating skills with an extensive customer service background.

• Available to work whatever hours the needs of the business require.

• Bachelor’s Degree in Human Resources

CAREER HISTORY:

Macy’s Part Time Sales Person August 2013 to March 2020 Caretaker, I have been taking care of a sick parent from August 2007 to April 2013. Verizon Network Services Group October 2005 to August 2007

• Escalation Manager responsible for handling requests from all levels of management to handle repair, installation, and billing and order requests.

• Single Point of contact for Senator Shumer and Congressmen Cymbromwitz to handle constituent problems with Verizon.

Verizon Enterprise Services Group OCTOBER 1998 TO OCTOBER 2005 Staff Manager for Brooklyn, Queens, Staten Island, Bronx, Long Island and Westchester

• Maintains all reports for the Enterprise Large Business Division.

• Handles complex escalations through to resolution.

• Single Point of Contact for intra-company repair/installation problems. BELL ATLANTIC

Coordinator for Large Business Customers OCTOBER 1994-OCTOBER 1998

• Responsible to assign management personnel to resolve problems for large business customers.

• Headed monthly meeting to discuss service results.

• Interacted with Bell Atlantic authorized sales agents and account executives.

• Maintained the Large Business Customer database for Brooklyn and Staten Island.. NYNEX

Maintenance Center Administrative Foreman OCTOBER 1993 - SEPTEMBER 1994

• Supervised fifty associates in the Repair and Installation department.

• Responsible for monitoring the repair load to ensure all customer repair problems were resolved.

• Performed administrative tasks such as scheduling meetings and typing documents.

• Resolved Public Service Commission Complaints.

New York Telephone Marketing and Sales New York, N.Y. 1992-1993 Staff Manager

• Coordinated marketing programs for the Residence Service Center.

• Analyzed and tracked results for each program. Provided a detailed summation of results to upper management.

• Project Leader for Byrum, Greenwich collection study. This was a cost comparison study to assist upper management in deciding whether or not to keep collections in-house or utilize an outside vendor.

• Assisted in the planning, development and organization of annual sales kickoffs for all New York Telephone residence service centers.

• Liaison between the residence service centers and the marketing staff.

• Responsible for checking the accuracy of the 1993 company sales objective. New York Telephone Residence Service Center Brooklyn, N.Y. 1989-1992 Assistant Manager

• Supervised twenty customer service representatives.

• Provided training on new policies and procedures.

• Responsible for writing appraisals and developmental programs for each representative.

• Exceeded company objectives in collections and sales.

• Sales coordinator for four years with the responsibility of creating weekly and monthly sales contests.

• Conducted meetings with representatives and peers on a regular basis. New York Telephone Residence Service Center Brooklyn, N.Y. 1982-1988 Customer Service Representative

• Discussed available products, investigated account inquires and answered customer service questions for approximately 100 customers daily.

• Ensured collections of outstanding balances, negotiating payment schedules.

• Exceeded all sales objectives.

• 2 Year Acting Assignment filling in for twenty-four supervisors.

• Assisted in training new representatives.

SKILLS:

Microsoft Word, Excel, and Lotus Notes

EDUCATION:

Bachelor of Science Organization Management SAINT JOSEPH'S COLLEGE, BROOKLYN, NEW YORK JUNE 2001

KINGSBOROUGH COMMUNITY COLLEGE, Brooklyn, N.Y.

Associate Degree 1983 – Secretarial Science

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