Vincenzo Di Genova

• Managed day-to-day business operations.
• Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
• Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
• Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
• Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.

• Managed escalated calls professionally, resolving customer concerns in a timely manner while maintaining excellent rapport.
• Streamlined call center operations for increased efficiency and productivity.
• Developed comprehensive training materials to expedite new hire onboarding process.
• Conducted regular performance reviews, identifying areas of improvement and initiating corrective action plans as necessary.
• Maintained a strong working knowledge of industry best practices, incorporating them into team processes where appropriate.
• Coordinated with other departments to address interdepartmental issues impacting customer care outcomes.
• Optimized workforce scheduling to accommodate fluctuating call volumes, reducing wait times for customers.
• Boosted team morale and motivation by recognizing individual achievements and fostering a positive work environment.
• Supervised daily operations to maximize revenue, customer satisfaction, and employee productivity.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Delegated tasks to existing support team members.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Championed employee development opportunities by identifying skill gaps and recommending relevant training courses.
• Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
• Established performance and service goals and held associates accountable for individual performance.
• Assisted department director in interviewing and hiring process for new employees.

• Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
• Coached new team members on service techniques and provided scoring through quality assurance program.
• Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
• Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
• Streamlined processes for faster issue resolution, resulting in increased customer loyalty.

Responsible for managing the daily transactions between IPG's Customers and the Supply Chain Individual will be responsible for following all of IPG policies and procedures in the area of Customer Service.

Principle Accountabilities

• Responsible for achieving pre-agreed upon KPI and Quality Scorecard based on PMTA.
• Gain knowledge of IPG technical services, such as B2B and EDI, and encourage customer usage when applicable.
• Process product orders, sample orders and literature requests as requested by the customer.
• Expedite orders and sample orders as needed, according to IPG policy and system.
• Offer substitutions where appropriate.
• Work with Sales Force and Production Control in problem solving and utilize system knowledge in finding solutions to Internal and External customers' needs.
• Maintain contact with Internal and External Customers to monitor their satisfaction with regard to service and their individual, specific needs.
• Pro-actively communicate with shipping and truck lines to inquire on delivery status, pro numbers, and verification of delivery or other information as may be required for customer satisfaction.
• Resolve pricing issues, as required by the Pricing Discrepancy Policy. Provide customers timely and accurate pricing information.
• Process claims and complaints as needed; supply all pertinent information as required by the published Terms and Conditions.
• Attend and complete in-house and/or professional training as required.
• Daily contact with the plants, RDC's, and Central Planning Group, Logistics and other departments as necessary to discuss issues such as scheduling, Load Planning, Credit, Delivery, Converting and Sales.
• Daily pro-active communication with internal and external customers, utilizing daily review of reports to follow up on open orders.
• Perform periodic customer activity analysis of order history, open orders and status reports. Utilize this information to improve customer satisfaction and increase IPG revenue.
• Provide excellent phone etiquette with active listening skills.
• Communicate pro-actively with internal and external customers on daily review of reports to follow up on open orders.
• Perform other duties as required.

• Create new customer and Maintain existing customer info in database
• Work with accounting dept. to process credit applications.
• Send inquiry to various agencies for credit checks.
• Work with customer service dept. to release orders following credit approval.
• Accounts payable, Receivables & Invoicing
• Arrange wire transfers to overseas suppliers.

• Perform credit interview and prepare credit applicaitons.
• Perform daily customer banking transactions.
• Establish and solidify customer service relationships by providing legendary customer service.
• Educate and engage customers in conversation regarding their current and future financial needs
• Produce additional revenue for the bank by selling financial programs such as credit cards, line of credit, overdraft protection and banking packages
• Discuss, suggest and refer customers to our financial planning dept where deemed necessary.