Yvette Sousa Email and Phone Number

★ Manage the customer service office for the fire alarm manufacturer producing street boxes for sale to military bases and electrical contractors.★ Oversee government billing and contracts, ensuring accuracy.★ Offer strong knowledge of product sales, facilitate government contracts/billing and account management.★ Answer incoming communications and field technical calls.★ Oversee GSA contracts and prepare shipping documents.★ Maintain an understanding of client needs and quickly resolve issues.★ Generate reports and developed SOPs for returns covering the process for proper handling.★ Train and develop staff, manage field service scheduling, and generate proposals.★ Manage credit and collection processes, and deliver services as a Notary Public.

★ Processed customer orders, generated proposals and provided individualized customer service in scheduling repairs and RMA numbers for customer product returns.★ Escalated customer issues for the fire alarm distribution organization for 12+ manufacturers.★ Provided client service/support for electrical contractors throughout the Northeast US.★ Managed two administrative staff engaged in customer communications and administrative functions.★ Reviewed quotes prior to customer dispatch and assembled customer packages.★ Managed office files and ensured orders were accurate.

★ Served as a primary account manager, monitoring emergency system alarms received into the station.★ Responded to alarm signals and dispatched police/fire departments to designated locations.★ Tracked each call to ensure proper response and management.★ Documented all call history into the central logging system.

★ Delivered call center leadership and staff support in scheduling vacation trips for 55 and over clientele in group vacations for domestic/international destinations.★ Gathered information from travelers and booked trips based on preference.★ Managed staff regarding industry specific travel arrangements and customer service expectations.

★ Received multiple promotions to positions of increased accountability.★ Engaged in workforce scheduling, staff training and development.★ Oversaw the termination of 40+ personnel to streamline call center operations.