Experience

M&K Engineering, Inc.

• United States
• Medical Equipment Manufacturing
• 1 - 100 Employee

• Account Manager

  • Aug 2022 - Present

  Woburn, Massachusetts, United States



Watson-Marlow Fluid Technology Solutions

• United Kingdom
• Industrial Machinery Manufacturing
• 700 & Above Employee

• Customer Service Represntative

  • Dec 2021 - Present

  Wilmington, Massachusetts, United States Primary contact for Sales, Operations, Finance and Manufacturing. Responsible for reviewing, processing and managing all order and order related transactions. The individual provides quality customer service order transactions including: order status, shipments/deliveries, returns, product price and availability and managing customer specific data.



American Optics Incorporated

• Customer Service Representative

  • Feb 2018 - Sep 2019

  Wellesley, Massachusetts • First point of contact for order placement, product and billing inquiries, and managing customer complaints to resolution. Processed approximately 9,200 orders per year, accounting for $20M in revenue with oversight of 500 customers across the United States, Canada, South America and Asia Pacific • Opened a new North American Distribution Center in Massachusetts by coordinating the consolidation of two separate customer service sites (Florida and Canada) to a centralized location… Show more • First point of contact for order placement, product and billing inquiries, and managing customer complaints to resolution. Processed approximately 9,200 orders per year, accounting for $20M in revenue with oversight of 500 customers across the United States, Canada, South America and Asia Pacific • Opened a new North American Distribution Center in Massachusetts by coordinating the consolidation of two separate customer service sites (Florida and Canada) to a centralized location, resulting in process efficiencies and reduced costs • Partnered in the implementation of a new ERP system by testing functionality and driving system improvements and process to enhance capabilities and user adoption • Implemented new automated labeling system to address product shipping errors, resulting in increased quality control and decreased shipping errors Show less



Tristar Worldwide Chauffeur Services

• United Kingdom
• Transportation/Trucking/Railroad
• 1 - 100 Employee

• Platinum Experience Customer Service Representative

  • Mar 2013 - Feb 2018

  Beverly, Ma • Provided high-quality domestic and international travel service coordination to Executive and Fortune 500 clients by coordinating logistics and attending to personal needs • Developed and maintained client relationships to ensure high customer satisfaction with personal follow-up and efficient management of concerns to resolution • Supported global client network for client services in 86 countries • Processed customer reservations accounting for $26M in revenue across the United… Show more • Provided high-quality domestic and international travel service coordination to Executive and Fortune 500 clients by coordinating logistics and attending to personal needs • Developed and maintained client relationships to ensure high customer satisfaction with personal follow-up and efficient management of concerns to resolution • Supported global client network for client services in 86 countries • Processed customer reservations accounting for $26M in revenue across the United Sates • Promoted to manage all Tier 1 executive clients based on flawless track record as Client Service Associate

• Client Service Associate

  • 2013 - 2016

  Beverly, MA • Administer 150+ client accounts • Managed Fortune 500 domestic, international and group business car service travel accommodations • Established and improved client relationships focused on accurate intake and follow-up • Provided optimum interdepartmental and external communications ensuring seamless support and positive results



Mark Santoro Customer Solutions

• Independent Contractor

  • 2007 - 2012

  • Researched and analyzed property profile data to determine potential customer relations • Generated customer leads based on data analysis • Analyzed system performance to increase payment workflow • Inventoried and organized online customer data-storage applications • Coordinated recruitment initiatives while managing recruitment team implementation • Business contractor for: Hunter Hollis, KNF&T Staffing, and the Nagler Group



Fidelity Investments

• United States
• Financial Services
• 700 & Above Employee

• Senior Print Operator

  • 1999 - 2006

  Merrimack, NH • Manager of employee payroll print processing • Operations manager for payroll equipment maintenance and repair • Developed and implemented an electronic process for off-cycle payroll requests that streamlined processes

• Operations Team Leader

  • 1996 - 1999

  Boston, MA - Merrimack, NH • Trained, mentored, and evaluated employees to meet department goals and objectives • Provided usability and process subject matter expertise with programmers and developers to improve functionality of payroll imaging applications • Managed and improved processes for payroll quality control, production statistics, and record retention • Coordinated the design and development of the relocation of the payroll department