Clare M.

Caroleo
126 Silver Fox Lane * Torrington, CT 06790
Cell: 239-348-5870
e-Mail: cce639a0@westpost.net

Objective: To obtain a position which will enable me to utilize my training, ski

lls and experience with opportunity for challenge and growth
Profile: * Accomplished Sales Support / Customer Service Manager
* Extensive experience in the telecommunications industry
* Compelling negotiator with excellent written and interpersonal skills
* Established record of proficiency, creativity, leadership and problem-solvi
ng abilities
Licensing: FASA / BASA
Computer Skills: Internet * e-Mail * MSWord * Excel * PowerPoint * DIC
E * MasterMind
Employment Experience:
Devcon Security Services
Hollywood, FL Corporate Service Manager 12/09 - 7/2010
Responsible for recruiting, orientation, training and supervision of customer se
rvice personnel; performing annual performance reviews; identifying and implemen
ting new policies and procedures; approving customer credits, reviewing new cont
racts; monitoring and assigning processing cancellations
Panama City, FL General Manager I 1/09 - 12/09
Oversaw branch operation to ensure proper functioning within budget; reviewed pe
rformance with branch manager; coordinated human resources to enhance customer s
ervice and profitability; served as liaison between home and branch offices; men
tored managers and guided development; assisted branch budgeting process
Hollywood, FL Corporate Trainer 2/05 - 1/09
Responsibilities included developing training manuals and conducting customer se
rvice, service dispatch, installation trainings; developing survey to measure su
ccess and identifying areas for improvement; assisting marketing department in c
ampaign trainings; monitoring training costs to remain within budget
Naples, FL Call Center Manager 1/03 - 2/05
Responsible for overseeing a staff of 22-24 in customer service, service dispatc
h, call center sales, executive accounts and accounts creation groups handling a
pproximately 4,000 inbound and outbound calls weekly; monitoring calls, phone qu
eue, employee issues, daily reports and staffing
Hollywood, FL Corporate Trainer 11/02 - 1/03
Responsibilities included developing training manuals and conducting customer se
rvice, service dispatch, installation trainings; developing survey to measure su
ccess and identifying areas for improvement; assisting marketing department in c
ampaign trainings; monitoring training costs to remain within budget
Naples, FL Service Dispatch Manager 10/01 - 11/02
Implemented service technician call-ins with status and real time completion of
service calls within three-month period; managed inbound customer call center, s
ervice dispatch group handling 80-100 inbound calls daily, and supervised billin
g/invoicing department
Naples, FL Customer Care Manager/Trainer 9/00 - 10/01
Managed customer care center's productivity and service levels and reported week
ly to improve efficiency; implemented outstanding performance rewards; doubled s
ize of customer database; trained new hires; monitored calls daily to increase q
uality assurance
Clare M. Caroleo Page Two
Employment Experience: (continued)
Bell Atlantic, Little Falls, NJ Consultant 10/98 - 1/99
Contracted by Price Waterhouse to assist with the setup of a new call center for
Bell Atlantic's Health and Welfare Department during annual enrollment and trai
ning periods for new employees
AT&T 1979 - 1998
PROGRESSIVE INCREASES IN RESPONSIBILITY AND POSITION IN THE SAME COMPANY SINCE 1
979
Business Markets Division, Bedminster, NJ Small Markets Sales Support Manag
er 1996 - 1998
Oversaw two outside contractors collectively employing 100+ telemarketers in pro
viding sales support, including entering telephone service orders and scheduling
delivery dates; served quality control function by identifying problems that im
peded sales orders from materializing into fulfilled sales; regularly reviewed p
rocesses and advised department heads of recommended solutions and improvements
Inbound Service Delivery Center, White Plains, NY Provisioning Manager 19
90 - 1996
Supervised 12 employees in activating up to 200 toll-free service orders daily f
rom New York to Maine; oversaw timely entry of accurate orders; confirmed servic
es operational on scheduled order dates; ensured quality customer satisfaction
General Business Systems, Valhalla, NY Sales Support Manager 1984 - 199
0
Managed staff of 10 providing special support services after closing large busin
ess systems sales; oversaw writing orders, arranging installations, programming
the systems, instructing customers in system operations; reported to FSAC to par
tner with installations and expedites
Business Telephone Systems, Valhalla, NY Account Executive 1983 - 1984
Sold business and residential multi-line telephone systems calling on prospects
in Westchester, Putnam and Rockland counties as well as portion of Connecticut
Education: Pace University, Pleasantville, NY
* Liberal Arts Program
Seminars and Training Sessions conducted by AT&T:
* Leadership
* Time & People Management
* Public Speaking
* Sales
* Computer Software Applications

References available upon request