Customer Service Supervisor
Resume:
Charles Acquisto
Manager/Supervisor/Representative - Inbound & Outbound
Sales / Customer Service
**** ******* ***, *******, **, 80304
************@*****.***
Manager with over 30 years of extensive expertise in customer service and sales, known for consistently high sales volume and enhancing the customer experience. Willing to share my depth of knowledge with others. Committed to fostering innovation and achieving excellence in Boulder, CO after a recent 16-month sabbatical.
Employment history
Supervisor - Customer
Service - Mobile
Activation and Repair,
Spectrum (Charter
Communications), Mar
2019 - Mar 2024
Amherst, NY
Director of Client
Relations, Digital
Surveillance Solutions,
Inc (DSS, Inc.), Apr 2018
- Mar 2019
Buffalo, NY
General Manager and
Senior Tax Analyst,
The Core Consulting
Group, Inc, Apr 2010 -
Apr 2018
Longmont, CO
Senior Tax Consultant,
Omni Financial, Inc.,
Oct 2004 - Apr 2010
Broomfield, CO
Regional Sales
Manager, American
Computer Supplies,
Inc., Aug 1996 - Oct 2004
Boulder, CO
Education
State University of New York at Buffalo, Buffalo, NY, Sep 1985 - Dec 1988 Economics (3 years of study)
Skills
Sales Management Customer Service Office Management Tax Consulting Team Leadership Quality Control HR Management Escalations Supervised 15-18 agents, managed payroll, attendance, and coaching Conducted weekly meetings, performed quality audits, and handled live customer service escalations, as well as written executive complaints Assisted HR with all employee life cycle duties including onboarding, offboarding, corrective action, workers' compensation, and disability leave Honored with the 2023 Spectrum Gold Award, presented to employees who achieve performance metrics in the 99th percentile
Received the Quarterly Achievement Award for Q2 2021 Managed client relationships
Sought out customer feedback, addressing needs with tailored product add-ons Implemented service initiatives, ensuring timely software updates Drove service improvements, resulting in increased client retention Managed hiring, training and payroll for our sales department, increasing sales volume by 30%
Provided in-depth tax analysis for prospective clients in all 50 states Sole customer service and escalation agent
Increased our lead database by 40% through innovative procurement procedures Analyzed tax debt to resolve delinquencies for individuals and businesses Generated $1MM -$1.4MM in annual revenue
Conducted inbound and outbound sales and customer service calls Spearheaded establishment of first out-of-state call center, managing 50 employees in Boulder, CO (company was solely based in California prior to 1996) Expanded operations with the addition of two other Colorado locations, overseeing 175 employees
Managed a diverse team, fostering collaboration and enhancing performance metrics via innovative training and lead allocation
Implemented new sales strategies, achieving a 70% increase in sales volume while lowering product return rates by 15%
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