Lori Simonelli Email & Phone Number

Livingston, Nj

New Jersey

- Overall management of the customer service department- Drafting responses to government agencies based on customer complaints- Script writing for various campaigns and upkeep of all collateral- Responsible for checking shipment status, handling delayed orders in the fulfillment center and ensuring discounts and refunds are properly executed and processed- Quarterly travel to train agents at various call centers- Daily review of agents call volume, call quality and general statistics. - Perform ongoing training to address issues and ensure campaign awareness and understanding- Conduct weekly calibration calls with other senior team members to identify agent roadblocks and implement training to address these concerns

Wayne, Nj

- Offered guidance and assistance to Customer Service Representatives handling customer inquiries- Provided coaching and mentoring towards achieving sales goals and Mystery Shop Standards- Monitored daily call volumes and workflow to determine adequate staffing needs and to ensure KPIs are being achieved- Managed the daily workflows of CSRs - Handled disciplinary actions and conducted employee reviews- Resolution of customer inquiries regarding account balances, credit/debit card disputes and various banking needs- Promoted and sold various bank products

Fairfield, Nj

- Performed daily negotiation of cleaning contracts, service plans and gutter installation and repair for 12 states - Relationship maintenance with existing clients - Provided daily training to agents to enhance sales and company profitability

Morristown, Nj

- Targeted all market segments and drove new business into the property- Weekly Outside Sales calls-leads generated by research of surrounding companies- Serviced existing accounts - Negotiated rates for Corporate and Transient Room Sales - Generated reports outlining sales goals vs sales activity- Booked and serviced social and corporate room blocks- Assisted the Catering Department