William Dirosa Email & Phone Number

Woburn, Massachusetts

Polished professional customer service representative offering:12 years of experience providing customer support in busy call center environments for communications, medical billing and land management industries. Unwavering commitment to customer service, with the ability to build productive relationships, resolve complex customer issues and win customer loyalty and keep a positive attitude.The ability to listen attentively , solve problems creatively, and use tact and diplomacy to find common ground and achieve winning outcomes.ExperienceCustomer Service SpecialistJanuary 2016 - present, American Tower CorporationHandle land management inquiries, create cases for the legal department, handle phone inquiries from landlords, handle and resolve payment inquires, calm angry callers, repair trusts of landlords, handle and direct high priority cases in an expedited manner, interface daily with internal partners to resolve inquiries and provide information and locate resources for problem resolution.

Bedford, Massachusetts

Address customer concerns, process medical insurance, process payments and adjustments, data entry, handle customer escalations, and serve as a resolution specialist, medical billing, team support assistance and medical insurance liaison.

Provided high level of customer service and client relations based on outstanding communication and interpersonal skills. Established and maintain business relationships with external customers. independently research, respond to and follow up on requests from management. Effective leadership and technical skills used to support front line agents as well as support agents with escalations. Troubleshoot cable systems with clients as well as process payments and manage accounts. Fill leadership gaps to facilitate team meetings. Analyze problems and anticipate client needs. Effectively educate and sell products and services.

Coached and mentored employees on business development, personal growth and performance management. Oversaw district operations of multiple retail stores in the greater Boston area. Planned and implemented training on operations, technical troubleshooting and support as well as sales and customer service. collaborated on the management of daily operations. Met staffing needs and partnered with human resource to address disciplinary and human resource issues.

Processed orders for client installations. Reorganized the entire parts department from the ground up, adding an easy inventory locator system to improve customer service as well as increase productivity by allowing technicians to easily locate necessary parts to stage for repair jobs. This contributed to a savings in time as well as having a direct impact to payroll by reducing the time spent searching for parts needed for the days technical jobs.Managed and maintained inventory database of thousands of components for air compression systems as well as multi million dollar air compression systems stored in warehouse. Fork lift operator. Collaborated on the daily operations with technicians and organizational leadership. Did shipping and receiving of inventory though company delivery, UPS and Fed Ex.