Customer Service Specialist with Data Entry Focus
Resume:
A B O U T M E ANNETTE GEREMIA
ACCOMPLISHMENTS
I was part of the first Quickbooks Desktop customer service and technical support class, and out of 30 trainees, I was one of only 5 who graduated from the program. My metrics were consistently at or above goals. We were rated by customer surveys, a score of 10 out of 10 is considered a promoter. There have been occasions where my team has had 10 promotors for a daily shift and 5 of them were mine.
Successfully ran in home appliance repair company for 17 years. SKILLS
I utilized the Amazon Connect phone tool and Gensys phone system to speak to customers. I documented cases using the Salesforce software tool and uitilized Outlook and other software programs. I connected with supervisors and Subject Matter Experts via Slack. I have excellent communication, telephone etiquette, and written skills. I am exceptional at complaint resolution.
OBJECTIVE: OFFICE MANAGER/CUSTOMER SERVICE SPECIALIST I am looking for a company that believes in bringing back good old fashioned customer service. I enjoy helping companies connect with their customers and creating a lasting positive image by treating each customer as the valued person they are. After all, without our customers we’re not a successful enterprise! And customer loyalty is worth its weight in gold.
EXPERIENCE
METLIFE- CUSTOMER SERVICE CONSULTANT
(May 28, 2025 – May 31, 2026)
INTUIT – QUICKBOOKS PRODUCT EXPERT
(June 19, 2023 – July 16, 2024)
INTUIT – TURBOTAX PRODUCT EXPERT
(January 30, 2023 – March 2023) (January 8, 2025 –April 15, 2025) AT APPLIANCE REPAIR – OFFICE MANAGER / CUSTOMER
SERVICE (October 2003 – January 2023)
I provide empathetic customer service through active listening, finding common ground, delivering customer satisfaction and retention, and capturing important information in order to get to the heart of the customer’s needs. I am trained in online security and verifications measures, and am proficient in de-escalating frustrated and even abusive customers, turning the conversation into one that is productive and profitable for both parties. When necessary, I would route customers to the proper departments, experts and advisors.
I truly love helping people!
I am Efficient and Passionate about
helping people with a smile in my
voice! I believe in treating people the
way I would like to be treated, with
kindness and respect.
C O N T A C T
******@***.***
Linkedin.com/in/Annette-
geremia-22318b25b
Warwick, RI
SOFTWARE
MS Word
MS Outlook
Salesforce
Slack
Quicken
Quickbooks
METLIFE
I assisted customers with their employer provided term life insurance including quotes and new enrollments, handled billing and payment issues, cancellations, updating customer information and beneficiaries, and answered general and account specific life insurance policy issues.
QUICKBOOKS
I helped customers to utilize the Quickbooks software, troubleshoot difficult technical and navigational issues, helped customers to purchase, renew and upgrade their subscriptions, resolve billing issues, upgrade software, advised customers on the best products to meet their needs.
TURBOTAX
I helped customers use the Turbotax software, troubleshoot technical and navigational issues, researched tax questions and helped them to successfully submit their tax returns. A T APPLIANCE REPAIR – OWNER, OFFICE MANAGER – CUSTOMER SERVICE SPECIALIST
(October 2003 – January 2023)
As the face of the company, and the customer’s first contact with A T Appliance Repair, managing over 50 customer calls per day promptly to avoid on-hold wait times. I brought top-notch skills in oral and written communication, active listening, and analytical problem- solving. I advertised the business as “The Customer Service People” and I was adept at enhancing customer experiences by understanding customer desires, offering advice and assistance, paying attention to special needs and wants, and providing customized solutions to build loyalty. I believe in treating people the way I like to be treated, which led to extremely low rates of dissatisfaction from my customers. I rarely had a disgruntled customer in all my years running the company. My responsibilies included answering phones, booking appointments, routing and dispatching techincians. I kept updated customer records in the computer using the Service Desk appliance repair company software. I was responsible for handling customer complaints and refunds. I also researched, looked up and ordered parts. I handled warranty claims and parts returns. I was responsible for hiring employees, selecting contractors and outside vendors. I handled all of the advertising for the business and website updates. I ordered and maintiained office and truck supplies, and managed inventory records. I was responsible for accounts payable and receivable, reconciled bank accounts using Quicken, and managed credit card orders and records. I filed monthly sales tax and annual reconciliation reports and renewed sales tax permits for the states of RI and MA. I made annual corporate tax payments, and worked with an accountant to file annual business tax returns for the states of RI and MA. I managed all of the office computers and dealt with software issues and updates. I maintained company vehicle registrations and inspections, as well as scheduling vehicle maintenance and repairs. I also maintained all business records and reporting of employees hours for payroll.
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