Experience

• 

  Feld appraisals inc

  Mar 1992 - Jun 1995

  Office manager

  Responsible for the work distribution of 15 appraisers. Worked as a liaison between the real estate brokers and banks.Processed hard money and FHA loans.

• 

  Peerless electronics inc

  Jul 1995 - Feb 1998

  Inside sales/customer service

  Responsible for east coast distributors.Worked directly with value added staff on new orders.Handled sales calls and follow-ups to pursue and develop new accounts.Located hardware for contracted airlines that were grounded.Additional duties include, customer service, order entry, order tracking.

• 

  Renco electronics

  Mar 1998 - Mar 2000

  Inside sales/customer service

  Responsible for east coast customer base of OEM and Distributors.Solicited new and re-opened closed accountsWorked directly with engineers on new quotes.Dealt with customer complaints, parts availability and order tracking.

• 

  The hain celestial group

  Mar 2000 - Nov 2016

  SENIOR MANAGER OF CUSTOMER SUPPORT (2012-2016) Built and managed a team to interact with customers and provide service that created positive experiences and achieved high satisfaction levels. Recruited and trained diverse individuals in handling customer challenges, provided coaching to enhance service, and implemented initiatives to motivate and unify teams. KEY ACCOMPLISHMENTS:• Promoted due to a strong record of employee development and customer satisfaction levels.• Collaborated with the Director of Customer Satisfaction to develop consistency in all departments and company goals concerning customer service.• Spearheaded company acquisitions for the customer satisfaction and support group.• Selected as the subject matter expert for the customer support department, meeting with company heads and maintaining a comprehensive understanding of all procedures to identify and evaluate possible enhancements and system improvements.• Compiled customer service and satisfaction data to create effective reporting and prepare for quarterly audits performed by Ernst & Young and BDO International.• Analyzed the current processes for handling product recall and voluntary withdrawal of products, and established more streamlined Standard Operating Procedures to increase efficiency and maintain compliance with FDA regulations. Show less CUSTOMER SUPPORT MANAGER (2008-2012)Recruited, coached and trained a diverse team to interact with customers, respond to inquiries and complaints, and support initiatives in order to create positive and long-lasting relationships. KEY ACCOMPLISHMENTS:• Provided leadership and direction to 12 direct reports working in multiple areas that include Order Expediting, Order Entry, Warehouse Expediting, Data Integrity, VMI and Billing.• Oversaw transactions and processes to close quarterly credits and debits, reconciling accounts and preparing reporting for auditing.• Streamlined processes in compliance with the Sarbanes & Oxley Act, collaborating with a third-party consultant to help expand customer service and increase employee knowledge and skills.• Conducted extensive research and collaborated with the Deductions Department to authorize credits and approve customer billbacks. Show less CUSTOMER SATISFACTION MANAGER (2004-2008) Set a clear mission and deployed strategies to improve the customer service experience, engage customers to facilitate organic growth, and establish processes to develop teamwork.KEY ACCOMPLISHMENTS:• Addressed escalated customer complaints, identifying the root causes of challenges and determining solutions that increased satisfaction while adhering to company policies.• Coached and directed 20 customer service team members to train them in techniques that built teamwork and improved skills in providing excellent service, and ensure comprehension of the AS400 system.• Created and implemented Standard Operating Procedures for the department, streamlining the processes and ensuring comprehension of best practices.• Trained and evaluated team members to develop a team devoted to achieving the common goals of providing excellent service and maintaining high levels of customer satisfaction. Show less CUSTOMER SATISFACTION COORDINATOR (2000-2004)Assisted customers with requests and inquiries, provided excellent service, and addressed challenges by creating solutions that ensured high levels of satisfaction.KEY ACCOMPLISHMENTS:• Provided support to the Director of Customer Satisfaction, assisting with research and completing all special projects in a timely manner.• Wrote and maintained training manuals for the department’s policies and procedures.• Trained new employees in the use and potential of the AS400 system, department processes, company policies and standard operating procedures. Show less

  • Sr. Manager, Customer Support

    Sept 2012 - Nov 2016

  • Customer Support Manager

    Nov 2008 - Sept 2012

  • Customer Satisfaction Manager

    Jun 2004 - Nov 2008

  • Customer Satisfaction Coordinator

    Mar 2000 - Jun 2004
• 

  Paint nite pros

  Nov 2017 - Feb 2023

  Event sales manager

  Paint Nite Pros is an Art Entertainment Company. We host paint and sip parties to small and large companies. Employers give back to their employees by allowing us to bring them together, working together in enjoyment and fun. Employees work very hard and deserve to be catered to almost often.

• 

  The yong designers club & paint nite pros

  Nov 2018 - Feb 2023

  Director of entertainment
• 

  Urban concepts of n.y. round the clock nursery inc

  Feb 2020 - now

  Manager of operations