Experience

Northeast Lantern LLC

• United States
• Wholesale
• 1 - 100 Employee

• • Jul 2022 - Present

  Customer Service and Shipping Manager

• • Nov 2018 - Present

  Answer incoming calls and emails. Assisting wholesale customers with order entry and follow-up. Assist end users with product specific inquiries. Accounts Payable and Accounts Receivable. Quickbooks, Salesforce and Office. Inventory updates.



Align Credit Union

• United States
• Banking
• 1 - 100 Employee

• • Jul 2017 - Nov 2018

  Answer incoming calls and emails as well as walk in customers. Opening new accounts for personal and business needs. Loan originating for Personal and Auto loans and assisting with member needs. Home equity loan originating. Assisting members with account inquiries, processing wire transfers, IRA account setup.. Manager on duty keyholder as needed.

• • Jan 2016 - Jul 2017



Dex Media

• Middleton, MA

• Client Care Supervisor

  • Jul 2014 - Aug 2015

  Met all customer call guidelines including service levels, handle time and productivity. Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals. Facilitated inter-departmental communication to effectively provide customer support. Provided accurate, specific and timely performance feedback for CSRs. Trained staff on operating procedures and company services. Identified individual development needs with appropriate training. Followed-through on all critical inter-departmental escalations to increase customer retention rates. Fostered an environment which encouraged continual process improvements. Maintained up-to-date knowledge of product and service changes. Devised and published metrics to measure the organization's success in delivering world class customer service. Show less



Dex Media, Inc.

• Middleton, MA

• Training, Development and Support

  • Nov 2006 - Jul 2014

  Provide training for new hires and existing employees for new products and programs. Provide day to day job support for all employees, along with keeping methods and procedures needed for day to day functions up to date and distributed as needed. Create training modules and documents needed for all training classes. Work on various project teams for new products and program development along with new systems. I support an office of about 55 representatives. I have been in this position for 6 years. Show less



Verizon/Idearc Media/SuperMedia

• Middleton Ma

• Verizon

  • Jul 1997 - Nov 2006

  Prior to becoming the Training and Support person in my office, I was a Customer Service Representative for Verizon which became Idearc which became SuperMedia (which is now Dex Media), answering incoming calls from clients regarding issues with their advertising, billing and any claims that needed to be investigated and adjusted if necessary. I then worked with our top spending advertisers in our Advantage program as their assigned representative for any issues they had and worked closely with their sale representatives to resolve any issues the clients had. Show less



Market Basket

• Rowley, MA

• Various

  • Jun 1994 - Apr 1997

  I worked at Market Basket part-time during high school. I worked as a cashier, produce clerk, dairy clerk, POS clerk on weekends - ensuring that all price changes due to sales and promotions were correct in our computer system so the registers would ring them up correctly. I was then promoted to Front end assistant manager where I supervised the cashiers and baggers on their shift, this included managing breaks and lunches, and also closing down the store at the end of the day, ensuring all tasks were completed. After that I worked in the Customer Service Office where my job functions included counting and balancing all the registers, encoding checks, and ensuring registers were ready for the following day with their begining cash balances. Also included in this job was answering any customer questions in person and via telephone. Show less