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Candidate's Name
STAMFORD, CT Street Address
PHONE NUMBER AVAILABLE - EMAIL AVAILABLEPROFESSIONAL SUMMARYStrong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. SKILLSCustomer Service Problem-SolvingMicrosoft Outlook, Word, and Excel Customer-focused Training and mentoring ZendeskGladlyWORK HISTORY02/2015 to 03/2024 Customer Service ManagerWine Enthusiast  Valhalla, NYResolved customer complaints while prioritizing customer satisfaction and loyalty. Took ownership of customer issues and followed problems through to resolution. Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration. Reduced customer complaints, proactively addressing issues and implementing effective solutions.Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags. Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions. 09/2008 to 02/2015 Accounts Receivable Representative Wine Enthusiast  Valhalla, NYStreamlined billing processes for improved efficiency and reduced errors. Facilitated smooth audits through meticulous record-keeping and prompt provision of requested documentation.Prevented revenue leakage by identifying discrepancies between billed amounts and contracted rates.Improved accuracy of financial reporting by reconciling accounts receivable ledgers regularly.Managed payment plans for clients experiencing financial difficulties, maintaining good customer relations while minimizing losses.Communicated with customers to identify and resolve outstanding payments. 03/2001 to 08/2008 Customer Service Representative Wine Enthusiast  Valhalla, NYHandled customer inquiries and suggestions courteously and professionally. Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.Answered customer telephone calls promptly to avoid on-hold wait times. Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.EDUCATION05/2000 Associate of Science: Computer And Information Sciences Westchester Community College - Valhalla, NY