Driven team player eager to contribute dynamic Sales, Customer Service and Management skills toward supporting a progressive company in optimizing revenue performance as a key staff member

 

 

 

Ø  Sales and Consulting          

Ø  Operations Management

Ø  Budgeting

Ø  Policies/Procedures

Ø  Staff Recruitment/Hiring

Ø  Technology-Driven Solutions

Ø  Marketing/Promotion          

Ø  Project Administration

Ø  Management Reporting

Ø  Business Strategies

Ø  Training/Coaching

Ø  Operational Enhancement

Ø  National Accounts

Ø  Customer Service

Ø  Performance/Trend Analysis

Ø  Workflow Planning

Ø  Team Leadership

Ø  Bi-Lingual; English/Spanish

 

 

 

Customer Service Representative, United Water - Hackensack, NJ                                                 2008-2010

Delivered world-class Customer Service in through direct phone interface with clients; responsible for areas spanning account services through problem solving

Effectively reviewed and verified customer orders/services and efficiently managed accounts

Responsively addressed, troubleshot and resolved complaints for prompt solutions and strategically routed escalated issues to appropriate sources

Actively collaborated with cross-functional internal departments to maximize full-scope client servicing

 

Consultant, Truevance - Hackensack NJ                                                                                           2007-2008

Effectively applied bi-lingual communication skills toward facilitating Spanish-speaking customer sales and services as National Sales Representative of Verizon Engineering fiber optic voice/data/video services for New Jersey, Maryland, Virginia, and Texas apartment building and condo association markets

Strategically marketed services and conducted extensive field research of large portfolio to define lucrative markets and develop targeted marketing/sates plans

Proficiently performed pre-site surveys in support of fiber network construction projects

 

Customer Service/Sales Representative, J. Racenstein Company - Secaucus, NJ                       2006-2007

Proactively promoted and sold janitorial and safety supplies to support continual business growth

Provided quality customer service in responding to inquiries, processing orders and resolving discrepancies and problematic issues in a timely manner

Maintained current knowledge of company products/services to ensure ongoing contributions to personal and company success, demonstrating a talent for quickly acquiring and utilizing new information

 

 

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Alexi Agusti                                                                                                                                               Page 2 of 2

 

Inside Sales Representative/Customer Service, Pantone Inc. - Carlstadt, NJ                                         2005-2006

Steered projects through full life cycle from planning, coordinating, scheduling, and budgeting to change management, configuration management, quality control, and ongoing communications

Proficiently developed detailed trend analysis and troubleshooting reports as well as performance metrics to define and implement plans instrumental to boosting operational effectiveness

Conducted complex analysis of Help Desk functions to provide informed recommendations on improving productivity, efficiency and quality

Effectively identified, developed and implemented system and enterprise-level application solutions/guidelines vital to overall performance

 

Operations Manager, Call Center, Go America Communication - Hackensack, NJ                                   2000-2004

Drove human resource functions ranging from staff coaching and workflow planning to team supervision and operational policies/standards compliance, effectively adapting to changing business volumes

Successfully designed, launched and directed Customer Retention Department, playing a key role in increasing business and improving customer satisfaction levels

Utilizing Silnet, ensured accurate logging, tracking, escalation, resolution, and follow-up of operational issues

Applied technical expertise toward serving as First Level Support for desktop operating systems/applications, laptops, telecommunications, email calendaring and handheld platforms, office automation technologies, intranet solutions, and remote access user assistance

 

Operations Manager, Publishers Circulation Fulfillment - Rockleigh, NJ                                                 1998 -2000

Led supervisors, representatives and support team in providing quality customer support through effective response to questions and call requests

Facilitated ongoing collaboration with development personnel, clientele and all management levels to define, develop and execute targeted strategies for improving call center operations through enhanced management development and technologies

Effectively developed and Integrated departmental policies/procedures, training programs, customer service standards, and informational updates

Efficiently analyzed growth and provided quality, timely submission of progress reports, forecasts, quotes, budgets, and rates

 

Customer Service Supervisor, Blue Cross Blue Shield - New Jersey                                                       1997-1998

Oversaw multiple components of call center operations including call volume, service levels and floor activities, with a strong focus on the delivery of superior customer service

Directed diverse areas of operations ranging from participating in customer care representative recruitment/ selection/hiring and personally handling key clientele to interfacing with other branches for global service level compliance and authorizing credits

 

 

 

Associate in Business Administration, Union County College, Cranford, NJ; pending