Customer Service Account Manager

Staci Nappi

Long Island, NY

************@*****.*** 516-***-**** https://www.linkedin.com/in/staci-nappi/

Objective

Dedicated and results-driven professional with extensive experience in customer service, conflict resolution and relationship management. Proven ability to communicate effectively with diverse stakeholders, from healthcare professionals to clients. I seek a customer service position to leverage my organizational, problem-solving, and interpersonal skills to enhance client satisfaction and support business growth.

Professional Experience

Retail Customer Sales Specialist

Altice/Optimum Communications, February 2025-Present

-Greet customers and evaluate their needs and the reason for their visit.

-Educated customers on services offered and value propositions.

-Manage customer complaints and equipment returns.

-Sell and activate new wireless, cable, and internet services.

-Work in partnership with team on assigned projects.

-Take and process payments.

-Close and open new accounts.

-Search for discounts and check for account optimization.

-Set up field installations.

-Meet projected goals and create personal.

-Manage cash drawers and daily close outs.

-Field incoming customer calls to the store.

-Process new inventory and return of used.

CNS/Pain Management Specialty Device Consultant

Alpha-Stim, Jan 2024 - Present

- Developed and maintained strong relationships with healthcare professionals, providing exceptional customer service to ensure proper device usage and client support.

- Educated medical professionals on product effectiveness and safety, facilitating a deeper understanding of customer needs and improving service.

- Collaborated with internal teams to gather customer feedback and insights, driving service delivery and customer experience improvements.

- Delivered engaging presentations and demonstrations tailored to client needs, enhancing understanding and adoption of products.

-Addressed customer complaints & conflicts.

Publisher/Digital Marketing Director

Macaroni Kid Magazine, Jan 2024 - Present

- Increased subscriber engagement and satisfaction by implementing strategic communication campaigns, resulting in a 37% growth in brand visibility.

- Cultivated partnerships with local businesses to sponsor community events, enhancing overall engagement and providing exceptional service to partners.

- Recognized as Top Article Writer and Best New Publisher for outstanding contribution and commitment to quality service.

-Managed customer complaints & conflicts.

Specialty Account Manager - Orthopedics

Treace Medical Concepts, May 2023 - Jan 2024

- Fostered strong relationships with healthcare professionals and clients, resulting in successful education and training initiatives for new surgeons.

- Demonstrated exceptional customer service by coordinating logistics and ensuring a seamless experience for surgery teams and patients.

-Handled customer complaints & conflicts.

- Maintained organization in managing multiple accounts and training sessions, significantly boosting revenue and client satisfaction.

Specialty Account Manager - Diabetes and Pain Management

Nevro, Jan 2022 - Apr 2023

- Enhanced patient-provider connections by providing personalized education and support, culminating in a 56% conversion rate of lead referrals.

- Developed relationships with potential sources, ensuring a superior and informed service experience for clients, leading to a strong reputation in the field.

- Utilized effective communication strategies to educate patients about treatment options, ensuring clarity and fostering trust.

-Handled customer complaints & conflicts.

Specialty Account Manager

Raven Medical Marketing-Mar 2020 - Jan 2022

- Achieved 98% customer service satisfaction through personalized support and proactive engagement.

- Managed community relations and digital presence, enhancing brand visibility while providing stellar service and support to patients and medical professionals.

-Handled customer complaints & conflicts.

-Managed all customer service needs.

Specialty Account Manager - CNS/Pain

National/NY Spine and Pain Physicians, May 2018 - Mar 2020

- Enhanced customer engagement through community events and personalized service initiatives, resulting in a 225% growth in patient numbers.

- Cultivated and managed strong referral relationships, ensuring effective communication and service delivery.

-Handled customer complaints & conflicts.

-Managed all customer service needs for new and existing clients.

Skills

- Customer Service Excellence

- Relationship Building

- Communication Skills

- Problem Solving/Conflict Resolution

- Digital/SMM Marketing

- Strategic Planning

- Team Collaboration

- Adaptability

Education

Saint Joseph’s University-Bachelor, Arts

Suffolk Community College-Associates, Science

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