Steve Marcuccilli
Bolingbrook
Overview
9
9
years of professional experience
Work History
Engagement Center Customer Service Representative
Advocate Health Care
03.2022 - 01.2025
- Updated databases with new and modified customer data.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Service Supervisor
Vitallant
11.2021 - 08.2022
- Research, compile, and prepare reports, manuals, correspondence, or other information required by management or governmental agencies
- Maintain records pertaining to inventory, personnel, orders, supplies, or machine maintenance
- Interpret and communicate work procedures and company policies to staff
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes
- Resolve customer complaints or answer customers questions regarding policies and procedures
- Develop or update procedures, policies, or standards
- Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
- Recruit, interview, and select employees
- Evaluate employees job performance and conformance to regulations and recommend appropriate personnel action
- Make recommendations to management concerning such issues as staffing decisions or procedural changes
- Discuss job performance problems with employees to identify causes and issues and to work on resolving problems
- Coordinate activities with other supervisory personnel or with other work units or departments
- Train or instruct employees in job duties or company policies or arrange for training to be provided
- Consult with managers or other personnel to resolve problems in areas such as equipment performance, output quality, or work schedules
Customer Service Supervisor
All Call Connect A Bright Tree Company
03.2016 - 04.2020
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Monitored phone calls to promote better service and provide feedback.
- Delegated work to staff, setting priorities and goals.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
Education
High School - General Studies
Saint Joseph H.S.
Westchester, IL01.1983
Skills
- Account updating
- Scheduling
- Complaint resolution
- Executive management support
- Opening and closing accounts
- Product education
Timeline
Engagement Center Customer Service Representative
Advocate Health Care
03.2022 - 01.2025
Customer Service Supervisor
Vitallant
11.2021 - 08.2022
Customer Service Supervisor
All Call Connect A Bright Tree Company
03.2016 - 04.2020
High School - General Studies
Saint Joseph H.S.
Similar Profiles
Nichole NorrisNichole Norris
Coding Reimbursement Specialist Lead at Advocate Health CareCoding Reimbursement Specialist Lead at Advocate Health Care
Dawn GruberDawn Gruber
Assistant Coach at Advocate Health CareAssistant Coach at Advocate Health Care
Shirley Marshall - JonesShirley Marshall - Jones
Case Manager RN at Advocate Health CareCase Manager RN at Advocate Health Care
Kayley StarlingKayley Starling
Business Office Manager - Perioperative Services at Advocate Health CareBusiness Office Manager - Perioperative Services at Advocate Health Care
Jayden MarableJayden Marable
Division 1 student Athlete at Northern Illinois UniversityDivision 1 student Athlete at Northern Illinois University