Management Customer Service

Christopher A. Lucia

OBJECTIVE:

Seeking a professional full-time position with Aries Data that allows me to use my communication and interactive people skills to excel in the business field.

EDUCATION:

University of Scranton, Scranton, PA

B.S., Management Major, Graduated: 1/2011

Electronic Commerce and Operations Management Minors

Concentration in Management of People and Teams

Cumulative GPA: 3.83

RELEVANT COURSEWORK:

Group Dynamics

Business Policy & Strategy

Database Management Systems

International Business

Introduction to Public Policy Analysis

Principles of Micro/Macroeconomics

Legal Environment of Business

Statistics for Business I & II

Managerial & Financial Accounting

Organizational Behavior

Business Ethics Employee-Management Relations

Managing a Multicultural Workforce

Introduction to Electronic Business

Introduction to Finance

Principle of Management I&II

Business Information Management

Current Issues in Leadership

Internet Applications Development

Human Resource Management

Introduction to Operations Management

Introduction to Management Science

COMPUTER SKILLS:

Hardware: PC technology, Windows XP, Windows Vista

Software: MS Office Vista (Word, Excel, PowerPoint, Access, Outlook), MS Visual Studios 2005,

Minitab, Crystal Ball, Windows Movie Maker, TPM, SPARK, Product Catalog

Network: Internet, e-mail, MS Internet Explorer

HONORS/AWARDS:

Kania School of Management 2010 Excellence in Management Award, Beta Gamma Sigma Honor Society, Dean’s List 8 out of 8 semesters

EMPLOYMENT HISTORY:

Kraft Foods, Wilkes-Barre, PA 5/2011-9/2012

Sales Service Associate

• Supported a sales team for all of Northern California

• Was responsible for maintaining the highest of compliance standards, in order to, pay invoices and clear deductions for a high volume of trade dollars.

• Worked on the creation and modification of customer contracts for over 400 stores

• Maintained a complex authorization list of all Kraft items being sold in our stores. Also dealt with customer pricing to ensure all products were being sold at the correct price

• Developed an understanding of a wide variety of systems such as TPM, SPARK, and the Product Catalog.

• Developed into a team leader for the New Items Committee. Handled building wide events to boast employee morale and became a point person for all new item related questions.

Virtusa Corporation, MA 1/2010-2/2010

Intern

• Gathered customer complaints through the creation and distribution of an online questionnaire, as well as the use of personalized phone calls and face-to-face meetings, in order to, determine the areas where breakdowns in communication were occurring, and thus, needed to be improved upon

• Created a written report consisting of areas where improvement was needed, as well as, my recommendations for how the company could improve upon those areas

• Handled the company’s confidential customer information

• Was extremely sociable and understanding when dealing with customer complaints

Grubb and Ellis, Somers, NY 6/2006-8/2009

Painter

• Was responsible for painting areas within five different buildings including their outside structures

• Learned how to work in a high pressure environment with weekly deadlines

• Used time management skills to complete all assigned projects

• Entrusted with learning and employing many tasks such as painting, patching, sanding, grouting, taping, and cutting

• Exemplified punctuality by setting up carts with materials needed for each day

Super Stop and Shop, Baldwin Place, NY 10/2004-5/2006

Customer Service Department Head

• Managed up to twenty cashiers at a time

• Mediated and solved both cashier and customer complaints

• Reduced human error by conducting daily audits on cashiers

• Scheduled employee shifts on a weekly basis

Super Stop and Shop, Baldwin Place, NY 4/2004-10/2004

Assistant Self-Scan Manager

• Used reasoning skills to deal with customers’ issues

• Responsible for fixing the self-scan machines technical problems

• Separated daily returnable items for easy restock at a later time

Super Stop and Shop, Baldwin Place, NY 4/2003-4/2004

Cashier

• Demonstrated maturity by dealing with customer complaints

• Exemplified a level of courtesy to all customers

• Became accountable for handling the store’s currency

• Entrusted with the knowledge of weekly codes of store items

EXTRA CURRICULAR ACTIVITIES:

Operations Management Club Political Discussion Club

University of Scranton Business Club Debate Society

University of Scranton Political Society Mock Senate Club

International Business Club Trinity Journal

Recreational Basketball Team Model U.N. Club

Fall 2009 Street Sweep USPB Publicity Committee

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