Customer Service, Human Capital Supervision

Steve Abbamonte

Spencerport, NY ***** • 585-***-**** • ********@*********.**.***

Assess Resources – Plan Strategic Outcomes – Develop Relationships – Educate and Train – Adapt to Change – Drive Achievement

Solutions-driven leader whose talents include establishing infrastructure in non-profit and profit sectors, consistently optimizing human capital, and providing exemplary internal and external customer service.

Skills

30+ years: Account/Client Relationship Management – Customer Service – Human Capital Management

– Strategic Operations – Interpersonal Business – Staff Training – Microsoft Office – Humor Experience

Goodwill of the Finger Lakes, Rochester, New York

Business Services Supervisor/Training Coordinator - November 2020 to December 2024

• Created Fieldtex training manual incorporating current procedures with new training information and documentation.

• Facilitated life-long learning and cultural orientation by building programs of continual learning through Goodwill U., GIG, and approved outside resources.

• Improved service level efficiencies 5% by reducing team indifference as reflected in absenteeism, tardiness, and no call/no show occurrences.

• Impacted service level order inefficiencies by reducing Customer Service Representative errors in call procedures to 1-2 per month per representative.

• Created statistical metrics scorecard for monthly review with staff.

• Conducted monthly 1:1 meeting with all customer service representatives.

• Sponsored employee growth through PPR development and assigned objectives.

• Managed three full-time business contracts (Fieldtex, Southern Piedmont, Auto Auction) and several ad-hoc campaigns with Monroe Community College and SUNY-Schenectady.

• Participated in United Way Committee and serve as Departmental Representative. Direct2Market Sales Solutions, East Rochester, New York Marketing Specialist – July 2014 to September 2020

• Organized and implemented business to business sales and marketing initiatives in a state-of- the-art contact center utilizing digital marketing tools and proprietary technology.

• Performed lead generation exceeding monthly quota every month since 2016.

• Operated Customer Relationship management database.

• Conducted new hire onboarding orientations.

Society for the Protection and Care of Children – WIC Vendor Management, Rochester, New York Program Coordinator – August 2009 to March 2012

• Increased awareness of departmental missions and goals to SPCC Board of Directors and local agencies, strengthening partnerships and cooperation.

• Created and implemented departmental infrastructure for complex new programs.

• Created and presented annual vendor training programs.

• Conducted unannounced store visits and monthly quality assurance audits.

• Developed and implemented corrective action plans based on visitation findings.

• Processed new vendor applications and negotiated 20-25 new vendor contracts.

• Assessed geography to solicit new business as vendor demographics demanded.

• Empowered staff through meetings, team-building activities, incentives, and rewards. Proven Methods, LLC, Rochester, New York

Client Services Business Consultant and Research Editor – October 2004 to June 2009

• Counseled and mentored 2300+ customers nationwide on opening a business, securing funding, and implementing sound structure and programs.

• Created comprehensive and highly informative program assistance manuals.

• Developed business primer that enabled small business owners to effectively prepare for funder meetings.

Bryant & Stratton College, Rochester, New York

Director, Career Services – August 2002 to September 2004

• Presided over Career Services operations supporting 600+ students and alumni.

• Secured internship opportunities from local businesses.

• Instituted educational enrichment programs through in-class seminars and exit interviews.

• Conducted life-long learning and mission statement workshops for Career Core initiatives. Education

SUNY Buffalo State, Master of Science – Adult Education – December 2013 University of Rochester, Bachelor of Arts – History/Sociology – May 1977 Affiliations

Rochester Americans and Knighthawks, Roc City Boom Preferred Entrance Manager – 1976 to present

• Provide exemplary service as first point of contact for customers.

• Multitask and utilize problem solving skills to enhance customer experience.

• Implement change initiatives.

Literacy Volunteers of Rochester

Adult Tutor, 2013 to 2018

• Tutored Language, Grammar, and Numeracy for adult populations.

• Presented monthly orientation workshops for prospective tutors.

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