Carmine Riccardo, Customer service representative with 15+ years of experience in Customer Service and Complaint issues.

About

Customer service representative with 15+ years of experience in Customer Service and Complaint issues.

Experience

Right at Home

Feb 2021 – Present

Old Orchard Beach, Maine

Stay at Home Dad

Managed schedules and logistics for a family of five. Balanced priorities to motivate, coach, and counseled children daily. Taught and modeled ethics. Worked closely with teachers to monitor academic performance and expectations. Planned, organized, and supervised extracurricular school activities. Purchased clothing, food, and supplies for school, extracurricular activities, and special events. Prepared and served a multitude of nutritious meals for five and more on occasion

Sunrise Place Sober Living

May 2013 – Jan 2021

Portland Maine

Assistant Director

Operated, monitored, updated, maintained, and managed all company-wide communication with public and private agencies via mail, email, text, remote, and phone, and conducted myself as a brand ambassador in a professional manner at all times Directed personnel, volunteers, and guests to act in a way that is both professional and personal to maintain a warm, welcoming environment that will allow the residents to develop wholesome relationships during a very sensitive moment in their lives, learning to adapt and fostering resilience Tailored residents' aftercare treatment plan developed by both resident and staff, providing motivational feedback when necessary in both the form of constructive criticism and good remarks Taught volunteers and staff how to use office equipment and electromechanical systems In order to promote effective communication and avoid any miscommunication inside the agency, staff members are trained on how to use, manage, produce, and amend residents' computerized record keeping

Awakenings Recovery Center

Feb 2013 – Dec 2015

Portland Maine

Program Director

Made cold calls to institutions, community recovery centers, detox facilities, rehab centers, halfway houses, shelters, and sober living communities, exchanging resources and contact information to forge strong professional relationships with local and state agencies for addiction recovery. Operated, managed, and maintained the user interfaces and multiline VIOP phone network operation systems. Conducted in-person screenings and clinical service intakes as well as phone interviews, screenings, and appointment booking for clinical services on a secure phone and internet network. Coordination of care for clients' requests, treatment goals, and needs on behalf of hospitals, desiring family members, state and local social services, mental health and behavioral health organizations, the department of corrections, and other organizations in a clinical setting. Monitored, noted, and updated off-hours general and emergency messaging service hotline 24/7, coordinated with staff before addressing individual needs obtained by mail, email, or phone.

Right at Home

Jan 2011 – Jan 2013

Old Orchard Beach, Maine

Stay at Home Dad

Performed patching application to damaged areas on the property. Replaced piping attachment to dishwasher and water filtration system. Replaced light bulbs. Maintained smoke alarm and CO2 alarm efficiency. Fenced Repair and installation using small electrical hand tools. Painted multiple rooms with rollers and brushes. Used caulking to seal cracks in concrete and applied concrete paint as needed. Cooked and prepared meals. Made sure kids were up and ready to be on time for school. Cleaned house, washed dishes, and made sure the laundry was always clean and folded. Took care of the finances and made sure everything was paid on time. Cared for children ranging from birth to adolescents.

Pearlman's Tow and Recovery

Apr 2001 – Dec 2010

Albany, New York

Call Center Customer Service Representative

Communicate with tow truck operators to provide instructions on location of vehicles and other pertinent information Organizing the dispatch schedule to ensure that all tow trucks are staffed with qualified drivers on time Reviewing police reports and accident reports to determine if the accident is serious enough to require a tow truck Contact insurance companies to obtain information about the insured vehicle, including make, model, and VIN number Monitor the location of tow trucks to ensure that they are on the way to the scene of an accident as scheduled Communicate with garages to arrange for storage of vehicles after they have been towed Communicate with police departments to ensure that the correct type of tow truck is dispatched for each incident Communicate with insurance companies about the insured vehicle, including make, model, and VIN number Organize storage facilities for vehicles after they have been towed Answering phones from customers professionally and responding to customer inquiries and complaints. Researching required information using available resources. Handling and resolving customer complaints regarding product sales to customer service problems. Providing customers with the organization’s service and product information. Processing forms, orders and applications requested by the customers. Identifying, escalating priority issues and reporting to the high-level management. Routing inbound calls to the appropriate resources. Following up complicated customer calls where required. Completing call notes and call reports as necessary and updating them in the CRM. Obtaining and evaluating all relevant data to handle complaints and inquiries. Recording details of comments, inquiries, complaints and actions taken. Managing administration, communicating and coordinating with internal departments.

Education

Southern Maine Community College

Sep 2013 – Sep 2016

Associate's Degree, Behavioral Health and Human Services

Carmine Riccardo

Customer service representative with 15+ years of experience in Customer Service and Complaint issues.

Skills

Languages