Rocco Anthony Mandeville

· Providing daily support to a team of 20 Customer Service reps · Aid in training of new processes for better quality Customer Service · Developing a new IT ticketing system to separate and resolve our salesforce issues . Subject Matter Expert for new E-Commerce Project launching 2022

· Manage a key account Costco, by aiding and assisting salesmen with their orders and schedule delivery appointments for their Edison and Wayne store. · Support a sales team of over 200 sales personnel by providing excellent, proficient, and thoughtful service. · Process, edit, and submit on and off premise account orders through AS400/ System I · Build strong relationships with upper management and respective VP’s of liquor brands and divisions in requesting approvals of highly allocated luxury brand items such as, Remy Martin, Patron, Moet and Chandon, etc to complete orders successfully · Respond to customer concerns regarding deliveries, status on products, salesforce information as needed

• Responsible for a team of 8 employees; delivering high quality Customer Service to all inbound calls/inquiries. • Updates/Clarifies daily tasks, protocols, and capacity controls efficiently expressed by Management. • Responds and resolves all escalated call situations. • Available to assist other employees with work-related problems providing appropriate direction and solutions.

• Handle all inbound customer inquiries into the Service center including but not limited to the following: Roadside Assistance, Customer Care, Product/Service inquires, Roadside program guideline inquiries for Mercedes Benz, Jaguar Land Rover, Smart, Sprinter, and Porsche vehicles • Accurately document and update customer/vehicle information and complete recording of customer contact with corrections/updates as required. • Interact with dealer personnel/ third party partners in order to resolve customer concerns, follow up on roadside pages, etc. Clarify procedures, and other related follow up on customer queries. • Responsible for reviewing and responding to e-mails in a timely manner. • Respond to customer concerns regarding assistance and escalate to Management Team as needed.

Networked, managed, and engaged the John Cabot University Alumni Association · Coordinated Alumni reunion in the Washington D.C. area · Proposed projects to create/implement an Alumni Area at John Cabot University · Researched and data base entry - Input alumni and schools up to 100 alumni and 200 schools daily · Contacted alumni for up to date information, 100 phone calls per day

· Provided peer to peer advice to incoming students while studying abroad in Rome, Italy · Lead navigation programs showing how to navigate around Rome, Italy · January 2014, promoted to Team Leader position · Responsible for 17 Orientation leaders, a focal point to solve issues and conflicts