Experience

Gallo Wine Sales of New Jersey

• United States
• Beverage Manufacturing
• 1 - 100 Employee

• Manager-Customer Service and Accounts Receivable

  • Jan 2019 - Present

  • Managing Customer Service team in an effective manner to provide best in class service to our Clients• Work closely with the Sales Area Manager’s to streamline processes • Maintain all EDI/E processing points for external clients• Training and hiring of call center staff• Improving customer service quality results by establishing and communicating service metrics, KPI’s monitoring analyzing results, and evaluating and implementing improvements to processes.• Supply training and support the sales team of 100+ sales representatives.• Participating in website and system updates to promote customer-experience improvements.• Manage Accounts receivable team who process daily cash, deposits, payment analysis & reporting.• Process credit application and credit limits, and monitor accounts for non-payments and COD issues.



Euromoney Institutional Investor

• United Kingdom
• Information Services
• 400 - 500 Employee

• Client Services Manager - US

  • Oct 1997 - Sep 2018

  Experienced in Customer Service Management with products with all frequencies and all product types, including print periodicals, online subscriptions, books, memberships, conferences, single-article sales. Handled individual clients and corporate accounts valued up to $500k per year. Familiar with managing off-site call-centers and setting up phone systems. Background in fulfillment, operations, e-commerce and web ad-serving provides a unique, well-rounded perspective.Management experience includes motivating diverse staffs, both internal and outsourced, with varying responsibilities, including basic customer service techniques, training staff on new products and new product offerings, renewals, up-selling and cross-selling, and creating product handbooks. Also reported, interpreted and improved service metrics, such as call length, calls per hour, wait time, lost calls, etc. A creative problem-solver with the ability to manage on both a personal and group level and works well with all stake-holders, including upper-level management.



Institutional Investor

• United States
• Financial Services
• 100 - 200 Employee

• Fulfillment Manager

  • Jan 2007 - Jun 2008

  Web Advertising Service Manager, January 2007 – June 2008• Lead Web Ad Service and Trafficking department via OAS 24*7 Real Media.• Ensured all campaign components were uploaded, monitored, and optimized effectively to ensure clients’ specifications were successfully fulfilled.• Gathered creative material and html tags from clients and agencies for timely campaign implementation• Maintained and distributed reports for campaign orders. • Worked closely with Ad Sales, Finance, and Product teams to improve performance