Experience

• 

  The Dolben Company

  • Administrative Assistant

• 

  The Dolben Company, Inc.

  • Woburn, Massachusetts, United States

  • Administrative Assistant

    • Apr 2022 - Present
    • Woburn, Massachusetts, United States

• 

  Ipswitch, Inc.

  • United States
  • Software Development
  • 1 - 100 Employee

  • Customer Service Manager

    • Jan 2009 - Jan 2015

    • Innovate to create frictionless processes for Customer Service, its interactions with other departments and external customers• Oversee order management process to ensure all orders are processed accurately and timely• Analyze weekly and monthly statistics to ensure that employees meet and exceed customer service standards• Document and manage key processes to provide consistency within the team and to assist with training and policy compliance• Recommend and implement changes to processes or systems to enhance operational effectiveness• Participate in cross functional team providing input to the design and implementation team responsible for configuring the company’s Salesforce.com implementation including Customer support tickets, external Customer Portal, order entry/management process, license management, and quote to cash process• Successfully manage the team through training and launch of the Salesforce platform• Take ownership and provide resolution to customer related issues• Update and maintain CRM database with current customer information• Collaborate with Marketing on Sales Campaigns and website modifications to improve customer’s user experience• Maximize and identify selling opportunities when resolving customer inquires• Communicate effectively with department on regular basis to promote open communication within the team• Lead the department in identifying and distributing the workload amongst the team to deliver a productive and efficient atmosphere• Mentor team members on new tasks to provide growth opportunities within the department

  • Senior Customer Service Representative

    • Dec 2006 - Dec 2008

    • Investigate and service customer complaints and resolve discrepancies• Partner with sales and marketing to meet and exceed customer’s experience by designing customer service policies and procedures• Work with accounting and billing to resolve billing issues• Provide customer support pre and post sales efficiently and professionally• Provide timely feedback to company regarding service failures or customer concerns• Answer daily incoming calls and emails • Enter all daily orders

• 

  Production Basics Workstations

  • Watertown, Massachusetts, United States

  • Customer Service/Sales

    • Sep 2003 - Nov 2006
    • Watertown, Massachusetts, United States

    • Responsible for new business development for Production Basics workstations to customers including, electronic manufacturers, medical manufacturers, government• Identify potential clients, develop solutions and propose specific products• Communicate sales goals and product information to outside sales representatives• Collaborate with product distributors on advising customers of product applications• Support customers with product assembly and all other customer inquires