Customer Service Coordinator & Business Development
Resume:
Summary
Results-driven professional with extensive experience in business development, team management, and customer service. Managed teams of up to 20 associates in high-volume environments, drove outbound sales, and built strong client relationships. Skilled in recruiting, process improvement, and performance reporting, with a proven ability to deliver results and foster long-term stakeholder partnerships. Willing to relocate: Anywhere
Work experience
Coordinator Customer Service
Eastman Machine Co • Buffalo, NY
November 2025 to Present
Serve as a primary intake point for incoming service calls, logging every request as a Service Repair Order (SRO) in Syteline so no issue starts without a record.■
Cover phone intake alongside the Installation Coordinator during peak call volume or absence, so customers always reach a live person.
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Follow up on all customer service correspondence — phone and email — to ensure every customer inquiry is addressed and closed out.
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Quote service needs for existing customers — belt installations, machine moves, on-site repairs, and preventative maintenance visits.
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Price parts and consumables through Syteline's Item Pricing workflow, using current pricing.
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Process warranty (FOC) parts replacements, charge/credit troubleshooting SROs, and RMAs for returned parts, following standard restocking and return-window terms.
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Open and manage In-House Repair SROs, documenting repairs and issuing Service Order Estimates.
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Sell preventative maintenance (PM) kits proactively when quoting service visits.
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Document service visit labor and travel time for billing, and manage the installation billing process — invoicing through Doc-Trak and following up on reopened SROs for return trips.
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Generate software keys for machine controls upon request, confirming account standing before issuing. Technician & Parts Coordination
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Ensure parts are ordered and delivered before a technician arrives on-site.
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Manage daily parts orders generated by the service team.
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Alesia Dienno
********@*****.***
Depew, NY 14043
Book and confirm technician travel — flights, rental cars, and hotels — for field service and installation trips.
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Keep the tech schedule and job board current with job status, follow-ups, and open items.
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Ensure technicians are logging field notes and job data into the tech database. Administrative & Department Support
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Handle service billing and technician expense reports promptly and accurately.
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Manage day-to-day communication and administrative work for the service team.
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Support the Technical team
Mortgage Consultant - Customer Service
M&T Bank • Amherst, NY
January 2024 to November 2025
• Developed and maintained long-term relationships with stakeholders within accounts, increasing client retention and satisfaction through consistent communication and follow-up.
• Generated new leads and closed deals by driving outbound efforts through cold calls, email, social media, and networking, expanding the client base and boosting revenue.
• Built relationships with business owners and decision makers, resulting in increased referrals and expanded business opportunities within target markets.
• Conducted recruiting, safety training, and regulatory trainings, ensuring compliance and enhancing team performance and workplace safety.
Mortgage Consultant - Customer Service
M&T Bank • Amherst, NY
December 2024 to December 2024
• Leverage comprehensive knowledge of banking systems and products to effectively respond to customer inquiries across multiple channels
• Utilize needs identification techniques to address customer requirements, ensuring prompt and accurate service transactions
• Proactively identify opportunities for cross-selling Bank products, enhancing customer retention and deepening client relationships
• Investigate and resolve customer complaints related to accounts or Bank services, escalating complex issues when necessary
• Utilize Microsoft Office Suite (Excel, Word, Outlook) to manage customer interactions and maintain accurate records. Business Development Manager
Surge Staffing • Amherst, NY
August 2023 to October 2024
• Cultivated long-term relationships with stakeholders to drive business growth.
• Executed outbound strategies through cold calls, emails, and networking to generate leads and close sales
• Engaged with business owners and decision-makers to foster collaboration and partnership.
• Facilitated recruitment, safety training, and regulatory training initiatives Team Manager - Vehicle Leasing/Collections
Defi Solutions • Amherst, NY
July 2001 to June 2023
• Led a team of 10-20 front-line associates in a high-pressure, production-driven environment.
• Managed complex customer escalations through effective communication and problem-solving.
• Provided daily coaching and performance feedback to team members.
• Conducted monthly call monitoring and account audits to ensure compliance and quality.
• Compiled performance reports and participated in management meetings to optimize team effectiveness.
• Oversaw hiring processes and implemented process improvements to enhance operational efficiency. Education
High school diploma or GED
Hutchinson Central Technical High School • Buffalo, NY General Studies
Erie Community College • Buffalo, NY
Skills
Pricing Report writing Team development Case Management Phone answering Project coordination Research Customer support ticket management Territory management Microsoft Access Writing skills Microsoft Excel Human Resources Management Process Improvement Leadership Forecasting Microsoft Powerpoint Google Workspace Spreadsheet charts Snow plowing Information management Office supply management SharePoint Administrative experience within retail industry Databases Administrative experience within finance industry Microsoft Word Bussing Training & Development Microsoft Outlook Computer operation Computer Networking Time management Salesforce Account reconciliation Operational Efficiency Manual handling Providing product information Fine dining experience Appointment scheduling Coaching Technical support via phone Outbound calling Faxing Financial services Invoice processing Customer Relationship Management Calendar management B2B Medical terminology Marketing Regulatory compliance Banking Serving Lead generation Processing cash transactions Customer expectation management Office management Management Lending Plumbing Outside sales Dealership experience Computer literacy Attention to detail Client follow-up Customer relationship building Word processing Solar energy Compliance Accounting Grammar Experience Team Leadership Microsoft Office Suite (Excel, Word, Outlook) Conflict management Workforce Development Teaching Team Management Direct sales Performance reporting Microsoft Office Call auditing Recruiting Typing Human Resources Succession planning Purchasing Employee Orientation Classroom management Workday Basic math GPS Presentation preparation Residential painting Manufacturing Accounts payable Travel scheduling B2B sales Memory care Operations management Photocopying Cold calling Analysis skills Inventory management Upselling Customer service Cash handling Budgeting Cash management Customer inquiry handling Hospitality Client services Customer complaint resolution Enterprise sales Banking Systems Hotel management Drafting ADP Health club & gym management Accounting software Door-to-door Performance Management Customer support Schedule management Windows CRM software Project management Proposal writing Front desk Spreadsheet filtering Public relations Patient interaction Greeting customers Editing Administrative experience - Administrative experience (16–20 years) Sales Report preparation Scanning Business development Correspondence management Spreadsheet data validation General ledger accounting Restaurant experience Workforce Management Negotiation Technical Proficiency Sales strategy Data entry Data cleaning Quality assurance Supervising experience File organization Mail processing Account management Meeting scheduling Stakeholder engagement Organizational skills Filing Handling customer inquiries Interviewing Veterinary assistant Contracts Sales management Software troubleshooting Microsoft Teams Customer engagement Social media management Payroll Quality control Warehouse management system Mentoring Horticulture Cross-Selling Debt collection negotiation Change Management Driving Google Docs Multitasking Telecommunication Productivity software Office equipment routine maintenance Fitness sales Confidential information handling Communication skills Client communication Document management Interpersonal skills Relationship management ISO 9001 Event planning Record keeping Phone call management Employment & labor law Order assistance Large dataset handling in spreadsheets Problem-Solving ISO 50001 Order entry HIPAA Teamwork Food preparation Automotive repair Sales Closing Product demos Certifications
SHRM Certified Professional
Six Sigma Certification
Teaching Certification
Driver's License
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