Customer Service Representative

JOSEPH TROIANO

Huntington, NY, ***** 740-***-**** **************@*****.***

Profile

Logistics and customer service professional. Dedicated to improving efficiency in both the office and the field. Extensive and diverse history of carrying out operations in the warehouse, on the road, and in the office.

Tech-savvy with sound proficiencies in sales and customer service. Adept in quickly learning and adapting to business systems. Trained in communications and management as well as data analysis. Extensive history of customer service and customer satisfaction. Experienced with modern teleconference technologies and office software.

Professional Experience

Bookkeeping Manager JT & MT Holding, West Babylon, NY 2012 to Present

Translate business needs into actionable data solutions and define analytics requirements by partnering with cross-functional teams. Present complex analytical findings through clear, compelling visualizations and narratives to technical and non-technical audiences.

Key Accomplishments:

Enhanced customer satisfaction by fostering strong client relationships and implementing effective analytical solutions to address customer concerns.

Negotiations with tenants about rate adjustments.

Supply deliveries to tenants using a 26 foot box truck with tailgate lift.

Increase occupancy rates by designing and executing a successful marketing strategy to fill commercial property vacancies.

Delivered actionable insights by creating data visualizations in Excel and Tableau to track revenue growth, streamline billing, and manage bookkeeping for three industrial properties.

Reduced annual costs by $15K through strategic analysis and procurement of heating units that met client-specific requirements.

Data Analyst and Fraud Protection Specialist Lioness Ltd., Columbia, MO 2017 to 2021

Optimized client fraud prevention strategies by educating 25+ clients on best practices, leveraging analytical models, and providing actionable recommendations to mitigate fraud. Assisted clients with inventory management to prevent loss by theft or negligence.

Key Accomplishments:

Achieved a 25% reduction in chargebacks by analyzing key metrics and delivering data-driven insights to clients like Doordash and Postmates; successfully rolled out photo verification system.

Streamlined business operations by identifying key trends through exploratory data analysis.

Communicated with clients to ensure maximal efficiency and satisfaction.

Audited supply chains, including delivery driver performance.

Campaign Manager Vanguard Field Strategies, Kansas City, MO 2018 to 2019

Elevated data collection efforts by leading a team of six field campaign workers and ensuring timely and accurate completion of canvassing objectives.

Key Accomplishments:

Influenced campaign strategies by gathering political data through direct communication with more than 1K individuals.

Shaped campaign initiatives by analyzing survey results and translating data into valuable insights for candidates.

Drove canvassers to their routes.

Sales Representative Constellation Electric, Baltimore, MD 2011 to 2014

Signed and managed customer accounts for Constellation Electric.

Key Accomplishments:

Sourced the entire state of Maryland for viable customer leads within eligible zip codes.

Educated customers on their service and benefits.

Recruited new sales personnel for Constellation Electric and collected commissions on theirs.

Participated in cold calling campaigns to expand market reach.

Caller Johns Hopkins University, Baltimore, MD 2008 to 2011

Worked in a phone bank collecting donations from alumni at the university’s Office of Annual Giving.

Key Accomplishments:

Participated in fundraising campaigns each month, earning commissions for each donation collected.

Top seller on the team for four months!

Became proficient with computer-based calling software.

Maintained relations with alumni and kept alumni aware of ongoing university events.

Customer Service Winters Bros Recycling, Westbury, NY 2006 to 2014

Mediated customer issues and managed communications with other departments. Raised route accuracy and reduced costs by analyzing customer, route, and truck data in Excel to develop more routes.

Key Accomplishments:

Augmented data quality and storage efficiency by leading a successful database migration to a new software system.

Managing accounts as a customer service representative and making changes in the database as needed.

Empowered stakeholders by designing and delivering Excel-based reports to facilitate data-driven decision-making.

Designed and optimized truck routes, then implemented them directly in the dispatching office.

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