Verizon Customer Service Manager (Retired)

Ann Marie Quaranta

**** ******** ***, *** **, Brigantine, NJ 08203 ****************@***.*** 718-***-**** EXPERIENCE

Personal Caretaker, Brigantine, NJ

Full-Time Service Provider, August 2007-August 2012, February 2020-present

• Responsible for full-service care of elderly persons, including cleaning of living space and meal preparation

• Assist in feeding, personal hygiene needs, medication intake, medical care logistics management, budgeting, and recreational activities to promote mental alertness Macy’s, Mays Landing, NJ

Sales Associate – Women’s Clothing, August 2013- February 2020

• Exceeded all sales quotas and provided outstanding customer service Verizon, New York, NY

Staff Manager for Large Business Enterprise Area Operations, November 1998-August 2007

• Determined the quantity of technicians necessary to complete all pending repair and installation jobs

• Resolved complex repair problems for large business customers and compiled and distributed business results

• Conducted monthly meetings to discuss service results and process improvement plans

• Scheduled management vacation and overtime, liaised between the Enterprise Outside Plant Department and the District Office, and trained administrative assistants

Bell Atlantic, New York, NY

Coordinator for Large Business Customers, October 1994-October 1998

• Assigned management personnel to resolve large business customer issues and headed meetings 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, New York, NY

Maintenance Center Administrative Foreman, October 1993-September 1994

• Supervised 50 associates in the Repair and Installation Department

• Monitored repair load to ensure all customer repair problems were resolved

• Resolved Public Service Commission complaints

New York Telephone, New York, NY

Staff Manager, [Month] 1992-[Month] 1993

• Supervised marketing programs for the Residence Service Center, analyzed and tracked results for each program, and provided a detailed summation of results to upper management

• Project Leader for a cost comparison study to assist upper management in determining whether to keep collections in- house or utilize an outside vendor

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

• Liaised between the Residence Service Center and marketing staff

• Reviewed 1993 company sales objective for accuracy Assistant Manager, April 1989- Sept

1992

• Supervised 20 customer service representatives, provided training on new policies and procedures, and wrote appraisals and developmental programs for each customer service representative

• Exceeded company objectives in collections and sales

• Executed weekly and monthly sales contests in capacity as Sales Coordinator and conducted team meetings Customer Service Representative, [Month] 1982-[Month] 1988

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

• Ensured collections of outstanding balances and negotiated payment schedules

• Exceeded all sales objectives

• Fulfilled Two-Year Acting Assignment filling in for 24 supervisors and assisted in training new representatives EDUCATION

Saint Joseph’s College, Brooklyn, NY

Bachelor of Arts in Human Resources, 2001

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