A position allowing me to incorporate my experience to enhance employee and customer service relationships.
Client relations specialist
Conflict resolution techniques
Meticulous attention to detail
Focused on customer satisfaction
BCM Controls CorporationJanuary 2016 to CurrentCustomer Service Manager Woburn, MA
Responsible for maintaining and improving overall customer relationships by ensuring that the expectations of the customers are known and exceeded by using touchpoint planning.
Promote customer communications, streamline processes and procedures to enhance and improve customer relations as well as oversee the development and implementation of the ComfortCARE 365 initiative.
Prepare monthly newsletters to all the employees reinforcing Customer Service Initiatives.
Prepare and present reinforcement workshops pertaining to Customer Service skills.
Developed service procedures, policies and standards.
Train, mentor and develop team members for the Service Department.
BCM Controls CorporationOctober 2008 to January 2016Service Coordinator Woburn, MA
Communicates directly with contractors/customers concerning project cost, staffing, and scheduling.
Coordinate the movement of service staff in the field daily.
Successfully manage over 100 small concurrent projects weekly, created work orders, process purchase order request, receiving deliverable and scheduling service.
Resolved escalated customer complaints and issues, ensuring one call resolution facilitated team meetings; created agendas.
Participated in regular customer contact curriculum regarding troubleshooting and problem solving pertaining to excessive charges, service contract renewals, billing and warranties.
Perform follow up calls with customers, vendors, and subcontractors.
Has knowledge of commonly-used concepts, practices, and procedures in IP and Access Control / Video Systems, CCTV, IP Video networking, and Homeland Security.
Handle customer relations and develop strategies for improving the same.
Maintain record of services, inventory log for repair or exchange, for future reference or pay back or refund claims.
Ensure clients' needs are met in a timely and cost effective manner Responsible for the daily running and management of the Service Department through effective resources such as reporting, scheduling and time management; Responsible for setting customers service targets as well as planning areas of improvement or development.
Provide both inbound and outbound service support by emails and phone support; Liaising with Managers, Sales, Project Managers, operatives and third parties to gather information and resolve issues.
Successfully handling the most complex customer complaints or enquiries.
Datawatch CorporationJune 1994 to April 1998Network Administrator Wilmington, MA
Extensive knowledge maintaining and supporting a Mitel SX 200 PBX phone system, hardware and software.
Responsible for the operations of Novell 3.x, 4.x and NT servers including administration, backups, and hardware, software upgrades.
Plan, develop, design and maintain Datawatch Corporation's Telecommunications requirements.
Perform system integration of PC, and Macintosh platforms.
Successfully negotiated local and long distance telecommunications agreements providing a $70,000 cost saving.
Designed and implemented the company wide integration of Novell and NT servers, and security.
Provided all long-term planning and design recommendations for the Datawatch LAN.
Abbott LaboratoriesJuly 1991 to June 1994Systems Administrator Andover, MA
Responsible for planning and administration of network hardware and software.
Perform day-to-day network management tasks including configuring, operating and maintaining network management systems, designing implementing and updating operating procedures and maintaining accurate event logs.
Resolve network and data communications problems.
Ongoing activities include the development of user curriculum, classroom education and training.
Responsible for the recommendation influence and purchases of all Information Systems and Peripheral assets.
Extensive knowledge maintaining and supporting the Rolm HCM200 automated PBX phone system, hardware and software.
Northern Essex Community College2008General StudiesGeneral Studies
Salem State College1990General StudiesGeneral Studies
Project Management Essentials, Northern Essex Community CollegeDec 2013Microsoft Word, Excel and PowerPoint
Coins Construction Industry Solution Software, TI 3.
**Security Systems Cert. of Clearance License expiration date
Computer-literate, customer relations management, customer service management , data communications, Information Systems, inventory, IP, LAN, Macintosh, Access, Excel, PowerPoint, Microsoft Word, network management, network hardware, networking, newsletters, Novell 3.x, NT servers, PBX, phone system, policies, problem solving, reporting, sales, scheduling, staffing, system integration, team player, telecommunications, time management, troubleshooting.