Gina Lazaris

A seasoned Customer Care Manager specializing in improving customer service experiences and relationships. Core Strengths include meeting targets, supplier/vendor relationship management/retention, training /coaching call centers, and communicating with internal and external customers, data analysis, presenting and reporting. Results-driven individual with in-depth experience managing large teams, this includes organizational performance and operations. Dynamic team leader promoting organizational growth and sustainability. Expertise in facilitating organizational programs and projects along with supporting policies and procedures that maximize business success objectives.Oversee delivery of services, productivity and efficiency of all systems and personnel. Part of a core team which designed and implemented current processing systems (QAD) to fit our business model. Effectively train, motivate and mentor a large team of Customer Service Representatives and developed monthly metrics to report CS productivity. Understand and react to the competitive landscape regarding all company policies, procedures and systems with a customer impact• Responsible for managing daily functions of all Customer Service Departments. Liaison with other departments to ensure customer satisfaction.• Establish goals and support results through best practice leadership and management principles. Hold teams accountable for performance while maintaining the focus on the key driver behaviors• Understand the causes of inconsistent performance and wield influence with outside managers to address those issues quickly and effectively.• Drive service objectives through personal interaction with field managers and with support and enhancements of recognition programs.• Improve customer service initiatives by using the feedback from the customer surveys.• Has knowledge of product lines, prices, delivery time, drop ship items, various marketing and promotional services