Salvatore Cucullo

Over 32 years of work experience in skills such as customer service, accounts management, sales, collections and record keeping in conjunction with proven ability to function within a technological environment. Supervise, mentor, motivate, train and assess personnel in addition to participating in management discussions and team meetings. Ability to interpret financial trends through logistics processes and computer based software.

Excellent post-secondary knowledge in Accounting and Economics. A highly dedicated professional with a resourceful, innovative and results-oriented approach to work in the interest of the company and make critical decisions. Exceptional communication, interpersonal, analytical and problem solving skills combined with a keen attention to detail.

Ability to adapt readily to new environments, learn quickly and function productively within a fast paced, high volume and demanding work atmosphere.

Resolution Associate - THE SHOPPING CHANNEL - Mississauga, Ontario

(2012-01 - 2024-12)

• Resolve customer escalations in a timely effective manner
• Maintain effective communication with external customers
• Identify, analyze, and initiate the escalation process based on the escalation criteria specified by the organization
• Link the escalation task with incident problem records, identify suitable service provider contacts, and finding the appropriate customer management services qualified for the task
• Coordinate with the customers for developing an escalation management plan as per their requirements, add additional resources for escalation process if required, and developing a detailed plan of action
• Inform the customer about the escalation performance metrics, review the root cause of escalation for improving the escalation procedures, and maintain compliance with the corporate and regional escalation policies
• Assure the team's availability if the problem arises, close the escalation process once the monitoring period is completed successfully, and ensuring customer satisfaction before closing the escalation
• Ability to make decisions and problem solve in a fast paced and time sensitive environment
• Respond promptly to customers and Supervisor via email and instant messaging
• Capable of achieving results which depend on international collaboration
• Proficient in VendorNet, Web Factory, ESM, Spreadsheets in addition to other systems

Customer Care Representative – L1 - THE SHOPPING CHANNEL - Mississauga, Ontario

(1992-01 - 2011-12)

• Respond effectively to purchase inquiries and process sales transactions with speed and accuracy while representing the organization in a competent, reliable and professional manner
• Update customer accounts with records of their purchase
• Monitor outstanding accounts and perform collection calls using tact and diplomacy to secure payments while ensuring customer goodwill and continuing support
• Analyze, investigate and resolve customer concerns in a timely and efficient manner
• Prepare summary reports and maintain daily attendance records

Customer Service Representative 11 - Lending - CENTRAL GUARANTEE TRUST - Toronto, Ontario

(1990-01 - 1991-12)

• Maintained current knowledge of bank products and services in order to provide reliable advice to clients, represent the bank competently and encourage sales
• Managed a portfolio of lending and mortgage accounts and liaised effectively with clients providing relevant information, updates and outstanding payment inquiries
• Utilized the computer system to investigate discrepancies, update information and generate reports as required

Intermediate Mortgage Clerk - Mortgage Administration Department - CENTRAL GUARANTEE TRUST - Toronto, Ontario

(1989-01 - 1990-12)

• Analyzed and performed cash applications for incoming payments
• Assisted in performing collection calls; negotiated payment arrangement with clients using tact and diplomacy while dealing effectively with delinquent clients
• Provided training guidance and motivation to new employees in order to ensure proper compliance with company policies, guidelines and practices
• Interacted with internal and external customers in a professional manner

Supervisor/Customer Service Representative - CENTRAL GUARANTEE TRUST - Toronto, Ontario

(1991-01 - 1991-12)

• Managed branch operations on Saturdays including supervision and guidance to staff
• Monitored and balanced daily financial records while ensuring speed and accuracy
• Handled and resolved customer concerns/complaints in an efficient manner, interacting effectively with clients of various age groups, ethno-cultural backgrounds, social status and levels of education
• Responsible for opening and closing the branch, ensuring compliance security procedures

Customer Service Representative 1 - Savings - CENTRAL GUARANTEE TRUST - Toronto, Ontario

(1987-01 - 1991-12)

• Interacted with customers in a knowledgeable, competent and reliable manner while providing excellent customer service and building client rapport
• Promoted the sales of bank services and products to customers while processing financial transactions such as deposits, withdrawals and transfers
• Identified and capitalized on up-selling cross-selling and other sales opportunities

Diploma - Accounting - Seneca College

Bachelors - Economics - York University