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customer service

Resume for Himanshu Bargotra

Himanshu Bargotra

255 North Rd, Unit – 67, Chelmsford – 01824, MA

978-551-1175 ò [email protected]




                                         Product Specialist ò  Customer Service ò  Account Management

                     Market & Product Analysis  ò Relationship Building ò Techno-Commercial Skill     

Dynamic, Results-driven, Director of Customer Success & Product with 12 + years of expertise in providing presales, technical and functional support to prospective clients and customers, while ensuring customer satisfaction. Unique ability to combine strong technical background with product development skills to create solutions that ensure client loyalty.  Strong team leadership skills with the ability to lead award-winning teams.


Selected Highlights


Recognized by management and peers for strong leadership abilities and provided mentoring and coaching to new and existing employees.


Pivotal in catapulting the company beyond expectations by exceeding the estimated numbers for the first half by more than 50% cycle from 20 to more than 45.


Ability to drive a complex set of tactical and strategic objectives.


Familiarity with market research and analysis, SEO and SEM.


Managed 80+ customer accounts, including 100 Fortune companies for Asia Pacific, and North America region, delivered executive level sales presentations, created solution proposals, and collaborated with leadership to develop new business accounts.


Ability to research, plan and prepare technical documents on time.


Connected cloud technology with measurable business values/solutions to refocus on critical aspects of the operations that deserve direct attention.


Core Competencies


Solution & Consultative Selling


Market Analysis and Strategies


Product Specialist


Territory Development/Management


Video Technology & Formats


Software as a service (SaaS)


Sales/Pre-sales Engineer


Team Leadership/Development


Field Management System


Professional Experience



My Cloud Cure ò Nashua, NH ò January 2017 – Present

Director of Customer Success & Product


Played major role in closing two important partnership deals of the company.


Reviewed technology and market trends and determined product enhancements.


Analyzed all competitor products in market and ensured competitor’s market share and pricing, developed strategies accordingly.


Sole owner of Learning Management System sales in US region, which involved but not limited to: creating course training content and enrolling users via enrollment keys.


Evangelized the use of for marketing campaign leads from CRM solutions.


Documented findings to be submitted to senior management.


Created business plans, storyboards and ROI proposals.


Played main role in expanding company global outreach by introducing new channel partners.


Responsible for ensuring effective trainings are delivered that bridge gaps in sales and product knowledge.


Generated solutions to improve training to meet the needs of the changing customer and future environment.


Produced high fidelity externally facing content including thought leadership content, customer stories, webinars, datasheets and presentations, and more for all funnel stages by partnering with the company’s leading creative team.


Collaborated directly with CEO and President of the company to identify the new business needs and devise solutions to accommodate those needs.


Visited customer locations to present a new product to technical staff and management.


Zonopact ò City, State ò 2016 – 2016

Cloud Solution Specialist


Initiated the sales component of Clintra from scratch, including creating an effective sales pitch and presentation to demonstrating the new product with the target audience in mind.


Utilize networking skills to build a list of prospect clients to contact for new business.


Provide customize solutions to various business verticals according to their requirements.


Enhance company value by advising it to introduce Point of Sales - POS which was missing in its product line.


Respond to all customer inquiries promptly, increasing customer satisfaction.


Establish significant recognition for the previously unknown product line.         


Kaargoò City, State ò 2015 – 2016

Community Manager


Implemented and executed high-impact strategies to target new business opportunities, and markets.


Outlined plan of record for the development of new features and implement across different market segments.


Executed plan for marketing campaigns to generate new business and to support existing sales.


Identified and initiated contact with major clients and prepared and delivered presentations.


Interra Systems òDelhi, Indiaò 2011 – 2014

Senior Sales Engineer


Appreciated for winning important accounts of Samsung (at Samsung’s Headquarter) and LG in South Korea through on-site product demonstrations.


Supported sales team in winning and expanding major accounts like Intel, Apple, Cisco, Polycom, LG, STMicroelectronics, IRT, Broadcom, etc. for a new video analyzer solution from the Interra Systems Vega HEVC Analyzer for HEVC Analysis.


Coordinated with Marketing Team, developed Product demos and provided training to staff to facilitate increase sales.


Collaborated with R&D and another functional area of the company to develop work scope to attain customer requirements and exceed them.


Managed customer software licenses and supported debugging of customer issues.


Performed installation, configuration, troubleshooting of Interra solutions – either onsite or using commercial remote support tools.


Interfaced with Marketing & Sales team to understand customers’ perspective and ensure seamless interactions with customers/prospects/partners.


Airtel DTH (Bharati Airtel Ltd) òDelhi, Indiaò 2010 – 2011

Headend Engineer (O & M)


Met the competitive markets need by expanding business initiatives into new niche markets.


Handled Airtel Head-end chain comprising of L-Band, Acquisition Pods & Compression Pods.


Hands on with Digital video Equipment’s: Tandberg- Encoders SD & HD, Multiplexer, Tandberg Modulator, Tandberg IRD’s SD & HD, Scientific Atlanta IRD’s and Ensemble-Router.


                                                                                   Videocon D2h (BBCL) òDelhi, Indiaò 2009 – 2010

Compression/Cas Engineer


Effectively expanded the company from 90 services to 220 services, 18 radio channels, 2 DAD Self-generated music channels & Interactive services Setup e.g. Cooking, Darshan, Sports as a result of unique technical, sales and engineer skills used. Also, Handled Harmonics Chain using NMX and Scopus Chain using Elderado respectively.


BSNL IPTV (AKSH Optifibre Limited) òLudhiana, Indiaò 2007 – 2009

Network Engineer /Access Business


Started IPTV business operations in Ludhiana from scratch and launched IPTV services in the assigned territories by coordinating with BSNL authorities at local and circle level. Also signed-up new channel partners and made them active on board.



 University: B.A.M.U. (Aurangabad University), Maharashtra, India     

Bachelor of Engineering (B.E.) Electronics and Telecommunication


Additional Credentials

Technical Skills

Cloud/Media/Video – Cloud, SaaS, CRM, Cloud Computing, Cloud Storage, Cloud Applications, HEVC/H265, Mpeg2 TS, VP8, VC1, H.264, MXF, MPEG-4, DVB-S2, ASI, MUX, CAS, Unicast, Multicast, VOD, Set Top Box, EPG.                                                                                               

Computer/ SW skillsMicrosoft Office Suite (Word, Excel, Power-point, Outlook), Ticketing System – JIRA, CRM – Salesforce, Quick Base,



Honors & Awards


Employee of the Month – Interra Systems.


Highest Customer Satisfaction Ratings – Interra Systems.                                




Formula 1, Cricket, Healthy eating/Learning about nutrition, Travel, Experiencing new cultures, Family time, Amusement parks, Learning about cars.


Resume for Mike Kula


4680 Portofino Way, Apt 107, West Palm Beach, FL 33409 | C: 727-422-5550 | [email protected]


Customer Service/Technical Support Specialist

Customer Service Professional with over 15 years of Customer Service related experience. Seeking position that will utilize technical background and customer service oriented skills.  Excellent  people skills  with exceptional ability  to educate customers on products and services creating up-sell opportunities. Reliable and driven, with strong time management and prioritization abilities.



02/2017 to Present                    Communications Technician III

                                                   CUICABLE, Inc. – Authorized Contractor for Comcast – West Palm Beach, FL

                                                     Responsible for installing, relocating, troubleshooting and auditing cable services on

                                        the Customer’s premise.

                                        Follows company installation policies.

                                        Responds to customer requests and answers customer questions in a professional,

                                        courteous and effective manner.

                                        Properly operates and maintains tools and equipment.

                                        Prepares and maintains time logs, reports and other related documentation in

                                        accordance with company and departmental policies.

                                        Maintains, organizes, and stocks vehicle with the proper equipment in order to

                                        perform required duties.

                                        Performs other duties as requested by supervisor in order to achieve departmental

                                        goals and objectives.


09/2016to 01/2017              Tier 1 Technical Web Support – Temporary/Contract

MagicJack West Palm Beach, FL

        Assisted customers via web based chat platform with troubleshooting of magicJack devices.

                                        Used advanced technical skills to resolve equipment issues.

                                        Worked on multiple chats at one time.

                                        Answered inquires related to customer accounts or billing.

                                        Educated customers on magic Jack products and services.


07/2016to 7/2016              Relocated to West Palm Beach, FL

Relocated to West Palm Beach, FL from St. Petersburg, FL.


02/2015to07/2016              Logistics Coordinator-Customer Support Specialist-Account Manager

Aquacal/Autopilot St. Petersburg, FL

Scheduling Shipments LTL/FTL and UPS.
Entering and processing orders (400-700 per month).
Dedicated Support Specialist for JB Plastics Line of Business.
Managing Open Order Report/Backorders Report.
Resolving miss-ships/short-ships and freight damage claims.
Responsible for committing parts/heat pumps to existing and new orders and
coordinating shipments.
Creating/Processing Return Goods Authorizations and Bill of Ladings for Freight
Shipments both Inbound and Outbound.
Maintaining 99%-100% Quality and Order Entry Accuracy.
Improved Logistical Shipping Methods and Cost-Savings on shipments.


05/2014to01/2015              Flood Insurance Customer Service-Temporary/Contract

Bankers Financial Corporation St. Petersburg, FL

Processed a variety of policy related endorsements including but not limited to
monetary rate changes, mortgage loan updates, name and address changes
and transfer of ownership/responsibility.
Assisted Policy Holders and Insurance Agents via Inbound calls and web chats.
Corresponded with Agents related to policy holder endorsements and
Reviewed Flood Applications and Zone Determinations/Maps for accuracy.
Calculated quotes and educated potential clients on insurance options.
Reported policy changes and company conditions affecting customer


10/2013to05/2014              Customer Service Representative

Fidelity Information Services St. Petersburg, FL

Responsible for taking inbound calls from customers assisting them with new
card activations, troubleshooting, billing inquiries and password/online access
Provided information on products and services offered through multiple lines of
Met and exceed daily/weekly metrics goals (adherence to schedule/avg.
handle time/call time).
Received between 80-200 calls per day assisting customers/cardholders.


10/2013to10/2013              Relocated to St. Petersburg, FL

                                       Relocated to St. Petersburg, FL from Brandon, FL.


06/2012to10/2013              Claims Customer Service Representative

Progressive Insurance Riverview, FL

Responsible for setting up new claim reports from customers via in-bound
Answers basic questions and educates callers on existing claims.
Directs customer to the proper office or claim rep for additional information.

Coordinates services for customers in a manner designed to ease the burden of
the claims process.
Provides support with immediate needs such as Method of Inspection (MOI),
Method of Repair (MOR), rental and tow.
Preserves customer choice and conveys proper follow up expectations.
Neutralizes an often highly emotional, negative and/or stressful situation by
providing a positive customer experience.
Maintains compliance with multiple state guidelines.
Schedules appointments for vehicle pick-up on service center repairs.


05/2012to 05/2012             Relocated to Florida

                                       Relocated to Brandon, FL from Manchester, NH.


04/2007to05/2012              Concierge/Tour Specialist

American Express Chelmsford, MA

Acted as a Concierge/Personal Assistant for Platinum Card Holders providing
services including vacation planning, dinner reservations at top restaurants,
VIP access tickets for entertainment, etc.
Researched and provided group and private sightseeing tour options worldwide
for members based upon their travel plans and sightseeing inquiries.
Created additional revenue for Circles, Inc. from commissions earned through
bookings of private tours with preferred tour partners.
Performed daily updates of tour options, pricing and real-time availability.
Converted research/results into Tour Bookings/Reservations.


01/2007to01/2007              Relocated to Amesbury, MA

                                       Relocated to Amesbury, MA from Manchester, NH.


10/2005to 01/2007              Comm Tech II/CAE Techincal Support Ret

                                      Comcast Corp Manchester/Nashua, NH

Responsible for performing residential standard home theater installations associated with video installations and service (troubleshooting) to tap; Performed routine multi-product disconnects (requested and non-pay); Inspection and installation/upgrade of residential ground/bond as needed; and signal leakage detection and repair, in accordance with company procedures and practices.

Completed installations of customer equipment in single and multiple family dwellings including pre-wired units; Performed additional outlets installs, reconnects, and change of service; Performed all installations adhering to Company procedures and safe work practices, NEC and NESC requirements, and local ordinances in order to provide services to the customer.

Communicated with customers in a clear and straight forward manner and represented the company and its service philosophy to the customer.

Performed over the phone technical trouble-shooting techniques in an effort to resolve issues and prevent unnecessary trouble-call appointments.



Business Management

Northern Essex Community College Haverhill, MA

Attended 2000-2002

1997                                High School Diploma

Goffstown High School Goffstown, NH



4-40 Certified Professional Customer Service License July 2014 to Present

Resume for Mellanie Marino

Mellanie Marino

720 East Main ST, Nanticoke, PA 18634


[email protected]


OBJECTIVE: To obtain a position where I can utilize my skills, abilities, and integrity to grow as a professional individual as

well as contribute to the needs, goals, and success of an organization.



Excellent Communication Skills

Merchandising Knowledge

Detailed Oriented

Customer Service Management

Social Perceptiveness

Active Learning Abilities

Time Management Skills

Conflict Resolution Knowledge



Featured on CBS’s Undercover Boss Season 5 Episode 11 to highlight guest services at Mohegan Sun due

to staff recognition for hard work and dedication



Collections Rep CarlottaCredit,


Kingston, PA July 2015 Present

Manage all outstanding balances for client payments and reconcile all invoices for accounts receivables.

Evaluate all documents in collection systems and negotiate payments with customers

Process claims status checks, denial claims

Verify references, income, and address for new applicants


Customer Service Rep Temp Cigna, Scranton, PA Dec 2014 Feb


Trained and coached team members to deliver a high standard of customer service

Managed a highvolume

workload within a deadlinedriven


Input data into company database and generated reports for management


Front Desk Courtyard by Marriott, Scranton, PA Aug Nov


Created a unique and personalized guest experience

Was an innovator, explorer, and relation builder to ensure guest feels at home

Guest service and registration, room inventory and availability

Promoted marketing programs, responded to guest inquiries and requests

Filed guest complaints, conducted research and negotiated solutions for satisfaction


Valet Attendant Mohegan Sun at Pocono Downs, WilkesBarre,

PA 20112014

Provided claim check and instruct guests on how to reclaim vehicle

Provided travel directions and information on property events and promotions

Promoted courteous treatment of customers and resolving guest services issues

Greeted arriving and departing guests and offered assistance as needed


Retrieved customer vehicles from specified areas in a safe and efficient manner

Resume for Sarai Figueroa

Sarai Figueroa

1 Water St. Apt 419 Haverhill, MA 01830

Phone: (978) 420-5522

E-Mail: [email protected]


Objective:                  To secure a management position where I can use my customer service skills and experience.



11/14 – 06/2016          Edgewood Retirement Community                                                       North Andover, MA

                                    Environmental Services Supervisor


Responsible for the day-to-day operations of the Environmental Services Department.


Hiring, training and supervising a staff of 20+ employees.


Maintaining a quality control program for Environmental Services staff.


Operating within budgetary guidelines.


Assisting Facilities Director.


Coordinating room cleanings as well as deep cleanings and special cleaning projects.


06/12 – 10/14             Providence Biltmore Hotel                                                                            Providence, RI

                                    Housekeeping Supervisor


Assisted the Director of Housekeeping during a $16 million renovation.


2+ years of union experience.


Inspecting guest rooms to guarantee cleanliness and make sure all standards were met.


Overseeing a housekeeping staff of 30+ employees.


Opening and closing housekeeping shifts in a 295 room property.


Setting up guest rooms for VIP’s as well as Site Tours for the Sales Department.


Kept track of “Lost & Found” items and returned them to guests accordingly.


03/11 – 06/12              Residence Inn by Marriott                                                                           Warwick, RI

                                    Housekeeping Inspector/Rotator


Inspecting guest rooms to make sure they were properly cleaned and that all Marriott standards were met according to company value.


Overseeing all housekeepers as well as opening and closing housekeeping shifts.


Gatehouse - Preparing breakfast menu for 90+ guests.


Front Desk – Experienced with FOSSE System, checking guests in and out as well as making reservations.


Laundry – In charge of washing, folding, and stocking all housekeeping supplies.


Housekeeping & Houseman – Proper cleaning of guest rooms and main areas in a 96 room property.




                                    Johnson & Wales University                                                                        Providence, RI

                                    Bachelor of Science,Hospitality Management                                               Received - 05/11

                                    Associates in Science, Hotel Management                                                     Received - 05/09


Added Qualifications:


        • Spanish speaking - Fluent and conversational
        • Experienced with Microsoft software – Word, PowerPoint, Excel



References Available Upon Request

Hudson, NH Company looking for B2B Customer Service / Lead Generator / Sales Person

Help wanted for Hudson, NH Company. This person will be responsible for calling current customers to ensure customer satisfaction.  This person will have a special focus on potentially lost customers who have not ordered in a while with the goal of winning back their business.  Will be responsible for calling new targeted prospects to qualify and sell.  This person will also be responsible for taking phone calls from customers needing assistance, and will use Constant Contact to create and send email newsletters and promotions to targeted customer groups.  This person may also assist our VP of Sales with direct marketing campaigns and act as inside sales support in helping to write up quotes and send samples.

Qualifications include:

  • must be good on the phone
  • must having working knowledge of computers esp. ms excel
  • basic math skills
  • reliable

Will train and provide guidance on target markets

$12/hr + Commission   open to full or part time but prefer full time

Resume for Debra Connell

Debra Connell

87 Stuart Ave                                                                                  [email protected]  

Dracut, MA 01826                                                                                                    978-453-7128


Customer Service Specialist

A highly professional Customer Service/Office Support professional.  A proven record of providing friendly and enthusiastic service to customers and colleagues. Fully proficient in an office environment. Capable of handling multiple roles and completing tasks while presenting a professional demeanor.  Eager to take on new challenges and new roles.


Highlighted Skills


Customer & Personal Service


Clerical & Office Support


Telephone Screening


Documentation & Record Keeping


Product Knowledge


Financial Reports & A/R



Customer Service Rep, Albert H Notini, Lowell, MA                                        1995 – 2015

Customer Relations


Conferred with customers by telephone or in person to provide information about products or services. Recommended products to customers, based on customers’ needs and interests.


Received and entered orders, canceled accounts, or obtain details of complaints from customers.  Accurately recorded information into database.


Followed-up on problem accounts, ensured appropriate changes were made and resolved any outstanding issues.


Office Support


Conducted Accounts Receivable tasks as required.


Prepared daily collection, post payment transactions, reported and coordinated daily bank deposits.


Organized work to be accomplished by gathering and sorting documents and related information


Operated a busy multi-line phone system.  Answered questions from customer are directed incoming calls to appropriate individual.



High School Diploma, Lowell High School, Lowell, MA


Certified Microsoft Office Specialist-Lare Institute, Andover,MA.

Resume for Patricia Barnes


Tewksbury, MA                                                                                                   [email protected]




Improve customer satisfaction and sales results through consultative sales / service approach utilizing effective communication.


Practiced industry professional with reputation as team player with ability to achieve results through employee coaching and development. Strengths include effective training processes, program development, efficient communication, and HR performance management. Specialize in training, coaching, and developing Customer Service and Sales Representative. Background in Management, HR Performance Management, and training development programs. Professional communication skills with ability to relate to diverse population.


Technical Skills: Experienced in Microsoft Office Applications including: Word, Excel, and PowerPoint. Proficient in MA Registry Systems and Functions


Professional Experience



Field Development Specialist                                                                                            2008 – 2016

Managed novice and experienced Sales and Service Representatives through onboarding of product, systems, and skills training through one-on-one, classroom and virtual facilitation.


Led Sales Representatives toward exceeding per capita within first year and Service Representatives improving customer satisfaction with one-on- one coaching.


Trained, developed, and coached Sales and Service Representatives, supporting acquisition of sales and delivery of quality customer service.


Delivered training for key initiatives, including new products and systems enhancements, enhancing knowledge and skill for all impacted personnel.


Applied knowledge of industry landscape for designing training procedures that align with program objectives.


Developed and delivered training programs, supporting Sales and Service Representatives for enhancement to state specifics.


Evaluated Representatives and identified opportunities for growth and performance enhancement for varying capability levels.

Service Manager                                                                                                                2004 – 2008

Served as Front Line Manager responsible for 15 employees in 2 Branch locations. Coached employees one-on-one in customer satisfaction as well as overall command satisfaction.


Delivered Customer Satisfaction objectives through targeted communications.


Collaborated with Quality Assurance team, creating optimal service through recorded calls.


Worked with Sales Manager, providing support for Region / Office retention and growth.


Identified opportunities for external resources, enhancing program features and streamlining processes.


Analyzed phone reports, ensuring availability to customers and time service.

PATRICIA A. BARNES                    [email protected]                                            PAGE TWO

Service Manager (continued)


Assessed and strengthened talent by developing and maintaining high performing team through selective hiring and coaching.

Service Team Leader                                                                                                        2001 – 2004

Supervised and directed personnel. Ensured quality and timely customer service through review of daily workflow, work in process, and office controls. Individual training assessed through one-on-one coaching.


Established cohesive and collaborative environment, maintaining focused and productive work environment.


Additional Positions:

Supervising Service Representative

Department Supervisor

Office Manager

Regional Administrative Supervisor

Service Supervisor

Service Representative

Personal Sales Assistant





Associate of Liberal Arts (ALS), Management, Middlesex Community College, Lowell, MA





ASTD – July 2014


Designing Learning Certificate


The American College – August 2012


Life Underwriting Training Council Fellow (LUTCF)


CISR – June 2005


Certified Insurance Service Representative


Property and Casualty License


Life License






Front Line Manager


Managing for Superior Service


Managing Ineffective Performance


Train the Trainer


WebEx Virtual Training


Lync Meeting Training

Resume for Lisa Santos

Anna Liza obando Santos 

80 Haverhill Street

Dracut, Massachusetts 01826

(978) 458-3883

[email protected] 




  • Over 15 years of experience in customer service, with awards for exceeding district sales goals
  • Highly effective and positive approach to managing others and district management
  • Frequently exceeded individual and store sales goals, with store sales ranked in top 10% of company
  • Self-motivated and excellent team player
  • Confident with a can-do attitude
  • Strong people skills and organizational skills
  • After a leave of absence to raise my family, eager to transition back into a customer service and sales role which leverages several years of outstanding customer relations skills





Organization and Planning

Exceeding Sales Goals

Stock/Inventory Work

Artistic Design     

Fashion Visual/Display


Staff Training

Store Openings

Team Building

Problem Solving




Talbots, Natick,                                                                                                                                                  2002 – 2008

Senior Sales Associate/Key Holder 

  • Experienced in achieving company sales goals and in motivating and inspiring employees to achieve company goals 
  • Consistently one of the top sales associates for the store
  • Coordinated visual presentation for women’s apparel department
  • Recognized for excellent customer service
  • Provided staff training and development
  • Supported new store openings based on organizational, personnel, and leadership skills


Liz Claiborne - Elisabeth Store, Natick, MA                                                                                                          1996 – 2002

Store Manager/Trainer, 2000 – 2002 

  • Managed store operations, payroll, inventory, visual merchandising, and customer service
  • Trained other store managers in district, working closely with district manager
  • Responsible for staff supervision, training, development, and recruiting while maintaining a full staff at all times
  • Experienced in motivating and inspiring employees to achieve company goals 
  • This store was consistently one of the top performing stores in the district
  • Awarded Liz Claiborne Dream Team Award in 2001 for outstanding leadership and sales skills

Liz Claiborne - Elisabeth Store, Natick, MA                                                                                                                                 

Assistant Store Manager, 1996 – 2000 

  • Responsible for assisting with management of store operations, visual merchandising, and inventory
  • Responsible for staff supervision, training, and interviewing as well as customer service
  • Coordinated merchandise receiving and distribution, layout of floor merchandise, and sale setup
  • Deployed to other stores to provide training, merchandising, and organizational operation techniques


Jordan Marsh/Macy's - Salem, NH and Nashua, NH                                                                                           1991 – 1996

Department Sales Manager/Lead Sales Associate 

  • Promoted to department manager after successful results as a sales associate
  • Member of new store travel team which coordinated new store openings and setup 



Liz Claiborne Dream Team 

  • One of approximately 50 store managers selected from across the nation who were recognized for district achievements, district support, and for exceeding store goals 
  • Recognized by peers, district managers, and corporate management at a three day event at Liz Claiborne headquarters in New York City                               



Associate’s Degree in Fashion Design                                                                                                                             

Endicott College, Beverly, MA


Campbell School – Dracut, MA 

  • Provided support for operating Campbell School book fair and art show
  • Provided help in classroom when needed
  • Escorted Campbell School field trips
  • Assisted with coordinating Campbell Schools field day activities
  • Chaperone or help out with the Dracut Band Boosters
  • Cook and help out at the Chelmsford High International Luncheon

Resume for Diane Santos


E: [email protected] M: 978-805-8843 9 N Main St, Derry, NH 03038



            Dedicated, reliable and teamwork oriented bilingual professional, able to prioritize and effectively coordinate tasks to accomplish projects. Over two years of Content Integrity experience with high attention to detail, highly motivated and organized. Coachable, resourceful and flexible, able to adapt to changing priorities and maintain a positive attitude and strong work ethic. Fluent in Portuguese.








Coastal One Photography Lowell, MA                                                       01/2010 to Present



Administrative Assistant (part-time)


Assistant to CEO/Owner responsibilities both business and personal


Office administration and organization coordinate calendar, travel arrangements, equipment rental arrangements, handle incoming and outgoing mail, office supplies, keep and update customers database


Work in coordination with the owner to manage sales operations. Manage the needs of customers in order to successfully meet companys objectives and goals.


Marketing Assistant: Plan and organize Marketing strategies to promote the companys product and services, identify potential markets, design of ads, flyers, handouts, periodic promotional emailing to customers, some area canvassing 


Website Design: Helped design and maintain Companys Website



TripAdvisor LLC Newton, MA                                                                       01/2012 to 9/2014



Global Content Specialist: Maintained control of all forms of Portuguese content and all of the support related systems.


Handled day to day customer service operations in Portuguese; monitored user feedback and communicate user needs to appropriate teams.


Ensured the integrity of TripAdvisor content via proprietary tools and processes.


Awarded (peer voted) financial compensation for performance and team work.


Advanced to Content Integrity team: Content Integrity Specialist.


Took ownership of activities relating to the Portuguese point of sale, and planned resources and forecast volumes.


Tracked and reported on content metrics.


Collaborated with team to improve internal toolset.


Troubleshot technical problems and escalated bug reports to Engineering team.


Selected to lead and organize global content trainings for TripAdvisor analysts in Eastern Europe.

Carstar Collision Center Lowell, MA                                                           06/2011 to 11/2011



Customer Service Representative (full-time)


Customers first contact - Answer phone calls and greet customers as they enter the store


Contact insurance companies to check on customers deductibles and other qualifications


Prepare final invoices for customers - take payments or set up credit applications.


Order office material when necessary. Organize incoming and outgoing mail.



Carlisle Chemical/Bedford Executive/The Boardroom Bistro Bedford, MA

                                                                                                                            12/2010 to 06/2011


Administrative Assistant (full-time)


Assistant to owner - both business and personal


Office administration and organization - coordinate calendar, travel arrangements, handle incoming and outgoing mail, office supplies.


Assist in the design and maintenance of website


Design marketing material and assist with any marketing campaign


Maintain restaurant boards and promotional material


Assist with cash registers at busy hours as well as any needed customer service


Assist bookkeeper with any additional tasks requested



Charming Shoppes Inc Chelmsford, MA                                                   07/2009 to 04/2010



Part-time Sales Leader at Fashion Bug retail store


Open and Close store drawer audits, bank deposits


Lead shift, Delegate Tasks, Customer service



Social Security Office Terceira, Azores, Portugal                                    07/2007 to 09/2007



Summer position as a Secretary


Maintain time-sheets and update accrual record


Scanned, sorted and filed archive records



Regional Education Commission Terceira, Azores, Portugal                            07/2006 to 09/2006




Summer position as a Secretary


Performed general clerical work


Entered and processed paperwork related to student records transcripts, diplomas and other general inquiries


Handle incoming and outgoing mail








Bachelors of Science in Business Administration

Attending Endicott College Beverly, MA



Microsoft Office Suite: Excel Word Powerpoint Outlook

Customer service software: Salesforce Zendesk

In-house proprietary data analysis tools and software

Resume for Gail Murray

Gail Murray

154 Gerrish Ave., Dracut, MA  01826                      978-387-8381                          [email protected]



Extensive experience as an office manager, customer service and administrative professional with a broad knowledge of the office products industry.  Extremely dependable and flexible, with the ability to multi-task effectively in fast-paced environments.   Adept at performing under pressure and taking ownership of projects/tasks to meet deadlines and complete the job on time and on budget. Self-starter with the ability to work effectively both independently and as part of a team.  Resourceful at developing a strong network of connections throughout an organization.   Competent at communicating effectively at all levels of a company both internally and externally.


Core Competencies

Customer Service                                                Event Planning & Execution                                      Organization

Microsoft Office Suite                                        Integrations/Mergers                                                   Scheduling                                                    Confidentiality                                                             Training


Professional Experience

Office Depot, Marlborough, MA                                                                                                                   2007 – 2014

Office Coordinator (2007-2014)

Managed the New England office and provided administrative support for the Managing Director and the Director of Enterprise Business Development.  Train team members on company systems and processes.  Assist with account remediation by reviewing usage and suggesting alternative solutions.  Discovered and offered customer an alternative solution on a product resulting in a $200K annual margin increase.  Coordinate Meetings and Training both on-site and off including the selection of venue, meal planning and the preparation of all meeting/training materials.  Managed Office Depot’s participation in large trade shows for the Association of Legal Administrators in Boston and the American Bar Association in San Francisco.  Office responsibilities include providing support for security, telephone and IT equipment and systems.  Skilled at maintaining a high level of confidentiality in my role as the local HR liaison. Organize travel, validate and submit expense reports.  Schedule and facilitate conference calls and webinar meetings.  Maintain the local marketing budget.

Supervised sales support and credit liaison.


Sales Support (2006-2007)

Coordinated the integration of accounts, sales team members and the selling and marketing processes from a private company to a $15 billion company with firm policies and procedures for executing their marketing plan.  This required managing a direct report and taking a team approach to develop a plan for the auditing and adjusting of account conversions in areas of account set-ups, billing, pricing, reporting and conversion of ordering documents.  Learned the various Office Depot systems and processes needed to support and train the former company's sales reps.  Included in this was 1:1 training, group training and the development of documents and tools to facilitate the process.  Assumed new responsibility of supporting the sales management team in creating and validating data on various selling tools such as business reviews, usage reports and sales tracking metrics.  Ensured that staff support was effectively and timely addressing the customer conversion issues.

Recognized by co-workers in submissions for the monthly Bravo award as well as the 2007 “TEAM” player award for my “how can I help” attitude.


Allied Office Products, Chelmsford, MA                                                                                                     2003 – 2006

Branch Sales Operations Manager

Significant experience in margin management and pricing compliance.  Analyzed accounts for proper pricing set up, introduce new product lines and complimentary products as well as alternative products saving the customer money and/or increasing selling margins. Measured results indicated our sales office improved our selling margin by over 2.5% as a result of implementing these programs into our customer base.  Coordinate and prepare RFP & RFQ locally and in conjunction with corporate when indicated.  Preparation included converting competitor's items, suggest all pricing and completing RFP responses.  Assist with large account implementation as well as service accounts that required a higher level of personal service.  On-site trainer for Microsoft Office applications and  Local HR contact, responsible for confidential employee paperwork/issues.  Coordinated and executed several large vendor shows, open houses and golf tournaments for our vendors and customers.

Supervised customer service and sales support.


Previous Experience

Allied Office Products – Administrative Assistant

LSC Business Products – Customer Service Manager



Notary Public Commonwealth of Massachusetts