Customer Relationship Manager • Provide total account management and administrative support and assistance to one of the largest accounts serviced by this company, a managed service provider for complex communications systems. • Work in tandem with our Technical Executive and a Lead Engineer team to deliver all contracted services on time. • Serve as focal liaison between the client and IPsoft to address and resolve any issues and ensure optimal quality of service. • Initiate Six Sigma Investigations into any delays experienced in delivering services as contracted. • Submit quarterly surveys to key client managers to obtain and analyze assessment of services provided.• Ensure total alignment of IPsoft technologies and services with the client’s business model. • Prepare and deliver Monthly Service Reviews and Quarterly Business Reviews for Sony management. • Drive quarterly initiatives and update quarterly Account Plans; report and escalate any issues preventing plan completion.

ROSE DISPLAYS, LTD., Salem, MA 10/08 to 3/11 and 12/13 to 02/15I was initially hired as Customer Service Manager by this established manufacture of custom signage and display systems and to manage all customer service functions. In 2011, I left them to accept a similar position with a chemical company. 10/08 to 03/11 When that company experienced a down-turn in business, I was recruited to return to Rose Displays in the same capacity. • Managed, trained, hired, mentored and set goals for a team of 11 Customer Service Representatives. • Provided in-house skills training; developed / implemented a comprehensive Customer Service Team methodology for all routine tasks and set minimum standards for which CSR’s were measured. • Created a cohesive new hire on-boarding process for all Customer Service Representatives. • Administered the department’s daily workflow including accurate order entry, problematic customer orders, escalated customer issues and oversaw the company’s proactive Customer Service touch points. • Tracked and reported on daily performance measures targeting customer post-sale satisfaction.• Trained the Customer Service Team on equitably resolving non-routine customer issues by coordinating with Sales, Operations and Project Management Departments. • Participated with continuous process improvement initiatives throughout the organization. • Met weekly with the Customer Service Director to review any potential order or customer service issues.

• Managed 5 CSRs and assisted with quote preparations, order processing issuing of RMA’s, contract pricing and shipping.• Provided the highest level of service and support to external domestic and international customers and to the internal sales force, operations, supply chain finance for this manufacturer of fine chemicals and biologics.• Monitored inventory levels at 3rd party warehouses; restocked inventory as needed to ensure sufficient stock on hand. • Analyzed and followed up on customer purchase orders; reported any operational issues, product unavailability, etc.

• Planned, scheduled and managed installations of custom fiber based data and Internet connectivity solutions. • Communicated customer requirements to cross-functional technical teams to achieve project results. • Worked in tandem with customers to ensure projects were delivered on time and in total compliance with specs. • Coordinated activities of internal and external resources to attain project timelines and engage the company in problem resolution as needed. • Provided recommendations to customers regarding cost estimates, schedules, project timeline changes, etc. • Attended customer meetings and participated at customer project planning or update conferences.

• Provided total customer support to assigned top-level revenue generating accounts for this company that operated one of the largest IP and Ethernet networks and provided private data networking, cloud connectivity, Internet access and unified communications services.• Analyzed each account to uncover additional revenue-generating opportunities.• Negotiated annual contract renewals and “saves” of customers seeking to leave our system.• Conducted customer training on new products.

Commenced my career as a Corporate Account Sales Associate with Verizon Wireless, Orangeburg, NY (01/89-07/00). Thereafter, I was offered a position as Strategic Account Customer Care Manager with HarvardNet, Waltham, MA (07/00-01/01). This position was short-lived as HarvardNet was sold to Allegiance Telecom shortly after I joined them. Subsequently, I accepted a position as Senior Project Manager / Customer Provisioning with Genuity, Inc., Woburn, MA (02/01-07/01), an Internet carrier. I was hired thereafter as a Customer Care Manager with Allegiance Telecom, Waltham, MA (07/01-10/03) the company that had acquired my previous employer. In 2003, I returned to New York and was hired as Program Liaison with Professional Detailing, Inc., Upper Saddle River, NJ (12/03-02/05), a provider of contract pharmaceutical salespeople.

ASR for Major Accounts in NYC.