Vanessa Pojoy
Lawrence
Summary
Dynamic Customer Service Manager with a proven track record at Merrimack Valley Plumbing, excelling in quality assurance and process improvement. Adept at coaching teams to enhance service delivery and resolve complex issues, leveraging CRM software proficiency and strong problem-solving skills to drive customer satisfaction and operational efficiency.
Overview
8
8
years of professional experience
Work History
Customer Service Manager
Merrimack Valley Plumbing
Haverhill
05.2023 - Current
- Managed daily customer service operations to ensure effective support and high satisfaction.
- Oversaw team performance, providing guidance to improve service delivery standards.
- Resolved inquiries and complaints through strategic communication techniques.
- Implemented new processes, streamlining workflows and enhancing efficiency.
- Monitored customer feedback to identify opportunities for service improvement.
- Coordinated daily dispatch operations, ensuring timely delivery of services.
- Trained new staff on dispatch protocols and software systems for operational consistency.
- Analyzed dispatch data to pinpoint areas for process enhancement.
- Oversaw daily operations to ensure service quality and customer satisfaction.
Supervisor
SaviLinx
Haverhill
09.2021 - 05.2023
- Resolved customer complaints and coached agents to meet company needs.
- Established and enforced clear goals to keep employees working collaboratively.
- Coached staff members to develop long-term career goals.
- Evaluated processes and employee strengths to realign workflows with changing business demands.
- Complied with company policies, objectives and communication goals.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Identified needs of customers promptly and efficiently.
Quality Assurance Specialist
SaviLinx
Lawrence
06.2021 - 09.2021
- Consulted with management and personnel to educate on QA standards.
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
- Collaborated with management to discuss effective plans for resolving major quality problems.
- Secured positive customer experiences while executing effective quality assurance practices.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
Customer Service Representative
Savilinx
Lawrence
08.2020 - 06.2021
- Answer general eligibility questions from employees, employers & Health Care Providers Process and claims Researched assistance requested and offered accurate information to resolve issues and respond to inquiries.
- Answered inbound calls to greet and assist customers with various needs and questions.
- Answered incoming calls and assisted customers with questions.
- Documented detailed notes in CRM system to track customer interactions.
- Utilized CRM tools to record, track, and maintain caller records.
- Responded to questions and followed up on customer interactions.
Assistant Manager
S&B Multiservices
Lawrence, Swan Street, Methuen
01.2020 - 08.2020
- Balance out cash Drawer Assist my manager with tax files, bank deposits etc Process payments for customers Answered incoming calls and assisted customers with questions.
- Assist customers with any bills they have to pay.
- Assisted in managing daily operations and workflow at S&B Multiservices.
- Oversaw inventory management, ensuring adequate supplies for operations.
- Managed customer service inquiries and complaints in a timely manner.
- Monitored employee attendance records, timekeeping, and payroll information.
- Resolved conflicts between team members in an effective manner.
Service Cashier / Receptionist
Bill Deluca Chevy
Haverhill
08.2019 - 12.2019
- Answer and Direct calls to the correct department process sales receipts for Salesmen Count and Balance cash drawer, send bank deposit etc Cross reference credit card receipts to the sales reports enter data into accounting Assist manager with overtime by helping with End of the Month reports Operated POS systems to accurately process sales and check product prices.
- Communicated with supervisors to report safety hazards, incidents, or escalated customer complaints.
- Assisted cashiers in balancing cash tills at close of shift.
- Helped management solve customer concerns with proactive approaches based on retail knowledge.
Representative
BDC
Salem
03.2019 - 07.2019
- Answer and Direct calls to the correct Dealerships Monitored the service delivery consistency and quality for each customer and quickly handled any issues.
- Regularly visited new and existing customers to develop and strengthen business relationships.
- Responded quickly to complaints and inquiries, maintaining high satisfaction with exceptional service.
- Made sure to check and responds to emails before shift end.
- Assist customers with vehicle Inquiries Hop right into any leads that came in from the internet the night before Provide a quick efficient and enjoyable visit for all our customers.
- Save the customers time for when they get into our showroom they wont have to repeat themselves.
Night Shift Manager
Big N Beefy
Lawrence
04.2018 - 03.2019
- Supervised food service workers to keep kitchen moving and provide every customer with hot, fresh meal.
- Coordinated work of janitorial staff handling dining and kitchen areas, keeping spaces clean and sanitized according to optimal standards.
- Oversaw food preparation and cooking activities to uphold safe and sanitary practices, check portion control, and assess final presentation.
- Inspected received food items to verify quality, quantity, and freshness of goods received.
- Enforced quality, safety and sanitation standards to keep the foodservice operation Jun 2017 compliant.
- Managed daily operations in deli and supervised staff to improve sales performance.
- Interviewed job applicants, processed new hire paperwork, and provided on-the-job training.
- Set night shift schedule from 5pm-3 am weekdays 6pm-5am on weekends.
Education
High School Diploma -
Methuen High School
Methuen, MASkills
- Quality assurance and process improvement
- Reliable and detail-oriented
- Collaboration and teamwork
- Problem-solving and troubleshooting
- Customer service and support
- Call center operations management
- Technologically savvy
- Inbound and outbound calling
- Relationship building and management
- Employee coaching and development
- Time management and goal setting
- Workflow optimization strategies
- CRM software proficiency
- Schedule coordination and dispatching
- Complaint resolution techniques
- High-energy attitude and adaptability
Languages
Fluent in English & Spanish
Timeline
Customer Service Manager
Merrimack Valley Plumbing
05.2023 - Current
Supervisor
SaviLinx
09.2021 - 05.2023
Quality Assurance Specialist
SaviLinx
06.2021 - 09.2021
Customer Service Representative
Savilinx
08.2020 - 06.2021
Assistant Manager
S&B Multiservices
01.2020 - 08.2020
Service Cashier / Receptionist
Bill Deluca Chevy
08.2019 - 12.2019
Representative
BDC
03.2019 - 07.2019
Night Shift Manager
Big N Beefy
04.2018 - 03.2019
High School Diploma -
Methuen High School