Stephanie Falconi-Brown Email & Phone Number

Lowell, Ma, Us

Lowell, Ma, Us

Nahsua, Nh

● Spearheaded a year-long initiative to research, test, and implement new software solutions across the company, enhancing scheduling and productivity. Led software training sessions for various departments and provided ongoing support, becoming the software administrator for the productivity and scheduling software.● Managed and coordinated schedules for field technicians and subcontractors, collaborating closely with project management to ensure resource availability for successful deployments.● Developed and executed semi-annual subcontractor agreements and facilitated travel and lodging arrangements as necessary, optimizing operational efficiency.● Facilitated seamless project onboarding by collaborating with sales and engineering teams to ensure clear dissemination of client expectations and project details to all stakeholders..● Proactively engaged with customers to set expectations, schedule installations, and resolve issues during the installation process, demonstrating strong problem-solving skills.● Compiled product cut sheets and user manuals, creating tailored documentation for bids and project closeouts, enhancing project clarity and efficiency.

Sudbury, Massachusetts

● Acted as the primary point of contact for all customers requiring remote and onsite service calls. Conducted thorough intake, addressing customer issues with effective questioning and timely resolution. Managed billing and service agreement coverage, scheduled technicians, and provided necessary information. Oversaw equipment ordering, repair setup, shipment tracking, and billing completion.● Successfully quoted, sold, renewed, and upsold customer service contracts, contributing to revenue growth and client retention.● Administered administrative tasks including maintaining comprehensive customer contact records, handling collections for unpaid invoices, and ensuring accurate data input and maintenance across all projects.

Malden, Massachusetts

● Managed a diverse portfolio of 100+ clients including businesses and distributors, maintaining regular communication via phone, email, and fax. Facilitated order placement, scheduled deliveries, informed clients of seasonal offerings, and managed processes for credits, product pickups, and resolving order discrepancies promptly.● Led a comprehensive rebranding project, directing a team of 8 temporary employees. Developed schedules, coordinated with clients, tracked point of sale inventory, managed re-orders, and maintained a detailed database to monitor rebranding progress. Handled logistics such as managing toll and per diem expenses, and arranging lodging for out-of-town clients.● Handled various administrative responsibilities including responding to customer inquiries, managing mail, logging customer feedback, and effectively managing visitor access and phone communications at the facility.

Sudbury, Massachusetts

● Provided exceptional customer service, handling a high volume of inbound customer inquiries and requests via phone, email, and in-person interactions.● Utilized customer relationship management (CRM) software to track and manage customer interactions, identify trends and issues, and develop personalized solutions to address customer needs.● Responding to customer inquiries in a timely and professional manner, resolving issues and addressing concerns to ensure customer satisfaction.