Brenda Lee D'Amico Email & Phone Number

Buffalo, Ny, Us

Buffalo, New York, United States

United States

Cheektowaga, New York

Cheektowaga, New York

Buffalo, New York

Buffalo/Niagara, New York Area

Buffalo/Niagara, New York Area

Manage customer care team responsible for processing over 55,000 transactions, handling 50,000 calls and managing over 30,000 emails annually. Scheduled customer care team to provide optimal coverage and support. Managed the hiring and training of new personnel. Conducted employee evaluations. Provided forecast for department. Set departmental goals that aligned with strategic plans. Set up web-based customer accounts and passwords. Conducted customer surveys, identifying trends and report findings. Provided support and guidance to members in Mexico, Columbia, Brazil, Luxembourg and India.

Liaison working with outside sales, design engineering and customers. Served as Product Lead for newly acquired product line to the Americas. Provided spare parts recommendations to customers for custom mold, machine and hot runner equipment. Managed cross-functional projects ensuring effective communication between departments. Quoted and managed repair orders. Developed and presented status reports using Business Objects, PowerPoint and Excel to senior management. Initiated and executed contract negotiations.

Managed customer inquiries and orders in North America and Asia; sourcing custom mold components and hot runner components. Troubleshot complex problems for customers. Investigated and resolved a wide-array of escalated customer complaints and inquires. Utilized Six Sigma, Lean and Kaizen processes in an ISO environment. Played key role in assimilation of several companies into processes and systems used by Husky.