Maria Sarcinelli Email & Phone Number

Natick, Massachusetts, United States

Manage 11 direct reports and support a team of 14 local Customer Support Coordinators. Focus on coaching direct reports in their current roll and coordinating with other departments to provide career development and opportunities within the company. Perform all managerial duties including performance reviews, 1:1s, metrics and SLA review and supporting the interview/hiring process.Provide ongoing support and training to all worldwide satellite offices. Hold weekly/bi-weekly team meetings with offices through EMEA and APAC to ensure coordination of WW CS initiatives and knowledge.Coordinate with internal teams including Sales, IT Training, Order Management, Installation and Technical Support to review and implement cross-department workflows, training, and support ongoing process improvement initiatives. Act as a champion for customers and the CS team for process improvement initiatives throughout the customer lifecycle.Represent Customer Service in large projects including Contact Center, internal applications and ongoing development and improvement meetings.Extensive experience with relational databases including Salesforce & Siebel CRM systems; Microsoft 365, Oracle Business Objects, PowerBI, and contact center software programs.

Natick, Massachusetts, United States

Manage 8 direct reports and support a team of 15 local Customer Support Coordinators. Focus on coaching direct reports in their current roll and coordinating with other departments to provide career development and opportunities within the company. Provide ongoing support and training to all worldwide satellite offices.Coordinate with internal teams including Sales, IT Training, Order Management, Installation and Technical Support to review and implement cross-department workflows, training, and support ongoing process improvement initiatives. Act as a champion for customers and team for process improvement initiatives throughout the customer lifecycle.Represent Customer Service in large projects including Contact Center, internal applications and ongoing development and improvement meetings.Extensive experience with relational databases including Salesforce & Siebel CRM systems; Microsoft 365, Oracle Business Objects, PowerBI, and contact center software programs.

Natick Ma

Assist with daily management tasks for team of 18 local Customer Service Representatives.Interpret and deliver quality Audits for continuous improvement and training to local Customer Service Representatives.Act as point of contact for support and training for worldwide offices.Extensive experience with relational databases including Oracle's Siebel and Salesforce.com CRM systems. Coordinate with internal teams including Sales, IT Training, Accounting, Installation & Technical Support to review and implement cross-department workflows, trainings, and ongoing improvement to processes.

Natick, Ma

Trainer for Customer Support worldwide. Responsible for creating, scheduling, and delivering new hire and refresher training sessions for World Wide Customer Service. Work internally and externally with managers and distributors to train all members of the Customer Support Department across multiple time zones. Work with internal training teams to schedule and deliver cross-functional trainings for parallel teams such as Accounting, Sales, Installation and Technical Support. Worked with internal training teams to assist with and coordinate delivery of enterprise internal application integration including assisting in World Wide Sales CRM roll-out training. Extensive experience with relational databases. Maintain the integrity of the customer and account information database. Responsible for database clean-up projects working directly with Sales and Account Representatives. Work directly with customers throughout the world to complete inbound service request, processing of Orders and assist customers with license set up and integration.

Gardner Public Schools

Framingham Ma

http://www.framingham.edu/student-involvement-and-leadership-development/services/student-transportation-center.html

Framingham State University

Customer Service Representative

Master Of Business Administration (M.B.A.), Business Administration And Management, General

MBA with a Concentration in Management

Bachelors Of Science, Business Administration

Activities and Societies: College Honor's Program, Metro West Economic Research Center