Christopher Bertone Email & Phone Number

Marlborough, Massachusetts, United States

Boston, Massachusetts

•Helped launch the Quality Service Team in 2018, working through logistical issues and creating workflow for the team before it rolled out at CT. •Responsible for reviewing and evaluating e-mail and phone interactions of service team members. Results are discussed during monthly coaching sessions where feedback and training are delivered to strengthen the overall customer experience as well as enhance team members abilities. •Training new hires for the service teams. Training on how to use Salesforce for their day to day functions, as well as other internal systems and overseeing their customer interactions. •Creates desk guides and training materials based on gaps in team member knowledge. •Reports gaps and issues in team member knowledge to the training team when it’s based around fundamental learnings. •Create quarterly reporting to management and senior leaders discussing gap analysis in quality and recommendations to improve training across service teams. •Completed 1,367 quality reviews and held 270 coaching sessions in 2020. •Consecutively added millions of dollars in additional revenue by coaching and delivering feedback, focused on added value opportunities and sales.

Boston, Massachusetts

•Acted as a single point of contact in a position of high visibility for CT’s large business customers including General Electric, PricewaterhouseCoopers, Dunkin Donuts, Pepsi, and BMW. •Responsible for large filing projects such as mergers, dissolutions, qualifications and authentications. •Being a liaison between internal teams while tracking, reporting to the customer and problem solving timely requests. •Managed certain aspects related to customer billing, billing issues, and involved delivery instruction changes. •Up sold annual report managed services, global filings and other additional CT products to grow and solidify CT’s relationship with the clients.

Quincy, Massachusetts, United States

•Developed, maintained and grew relationships for over 70 elite accounts. •Quickly and accurately placed daily orders to make physical and account level changes for customers. •Closely worked with support teams to troubleshoot and resolve customer issues quickly. •Assisted with customer’s urgent and time sensitive requests by responding quickly and taking the necessary steps for escalation when needed. •Assisted the sales department in adding additional Granite products and services to customer’s portfolios.

Braintree Ma

Assist customers with student loan account questions.Assist customers in completing new loan applications and making changes to existing loan information.

Bachelor Of Arts (Ba), Communication, Video And Audio Production, Public Relations

White Belt

Education record

Activities and Societies: Flow Builder Boot Camp A three day training at Dreamforce 2023

Ranger, Salesforce

https://trailblazer.me/id/cbertone