Published on: Mar 3, 2016
Transcripts - Nathalie Duryea
2432 Reno Road
Castleton, New York 12033
Looking to secure a position utilizing my many years of experience in customer service, increasing sales
and acquiring new business with a company who has the need to not only maintain their current accounts, but
increase their business bottom line.
Summary of Qualifications
I have over 20 years of experience and work as a highly motivated professional, with a strong background
in sales management and customer support. I have a proven track record of securing new accounts while
maintaining high retention of clientele to promote increased sales volumes. I have consistently exceeded sales goals
through focused cold calling and networking, utilizing today’s technologies. In addition to my skills at promoting
teamwork, my reputation is defined in terms of customer service issue resolution with a focus that opens doors to
higher profitability and increased sales. At my current position, customer complaint calls have dropped significantly
as a result of my tutoring other customer service representatives on ‘How to resolve customer related issues
effectively and conclusively”. This has resulted in my growth and increased responsibilities with my current
2011 to present Customer Service Representative Level II, County Waste Clifton Park, New York
Working in conjunction with other department managers, I resolve customer disputes, demonstrating the importance
of using operational systems, improving the customer resolution data base and effective use of time.
My additional focus has been to contact by phone or in person, current customers, in an effort to solicit increased
sales of new or additional services.
I effectively address customer complaints concerning billing or services rendered and communicate service failures
to designated departments, for investigation, so that not only is the issue resolved, but the understanding of how to
avoid the service failure in the future is eliminated.
2007 to 2010 Customer Service Representative, Corner Stone Telephone Troy, New York
My role was to handle customer service and repair calls and travel to central offices as needed, to oversee repairs
maintaining a responsibility for all on-call service technician duties.
In addition, I diagnosed and resolved problem issues with customer communications and data service on a timely
basis by directing all necessary departments on the problem at hand. My effectiveness was in my ability to direct
and focus all required departments in a manner of urgency. My duties were to maintain and increase customer
satisfaction, with the resultant outcome being increased sales of voice products, service upgrades and security alarm
systems, as well as total customer satisfaction, increasing company revenue.
2002 to 2006 Customer Service Representative, Tech Valley Communications Albany, New York
I handled customer service and repair calls regarding issues with phone communication lines, T-1, internet and DSL,
and performed follow up calls to insure the customer complaint had been addressed and resolved to his or her needs.
My other duties were to research, diagnose and repair, problem issues with customer communication and data
services on a timely basis, as the understanding was, “ When a customer’s communication lines are down, time is of
I also coordinated repairs with many other vendors including Verizon, Paytech and One Communications. This
responsibility was added to my role as I had demonstrated effectiveness in my previous customer base which
brought a higher visibility to my skill set of promoting sales of additional services, upgrades to dial-up and DSL
2000 to 2002 TO LIFE ! Delmar, New York
In a relatively new startup of the non-profit cancer awareness organization, I performed many duties as most
My responsibilities were to bring visibility to product sales and services support for the breast cancer education and
In addition I conducted outreach efforts through trade shows, television media and webinars as the breast cancer
awareness organization operated in an effort to give personal and private attention to cancer victims and survivors,
through products maintaining the dignity of life.
Duties also included but not limited to, overseeing office operations including accounting, billing, answering phones
and scheduling appointments. My allegiance in this role was based out of my own experience, being a breast cancer
1990 to 2000 Local Fitness Organizations while going to college Albany, Troy and Delmar, New York
Managed a variety of fitness centers locally, while overseeing customer service, memberships and gym products,
consistently exceeding sales goals and objectives.
Managed various weight loss centers, such as Jenny Craig, New Physique and Trim 4 Life. While at Nutri-Systems
Weight Loss I was promoted from new employee to Assistant Manager in (14) months after demonstrating my
effectiveness in all aspects of the business.
Associates Degree in Accounting 1997 to 1999
Hudson Valley Community College Troy, New York
Microsoft/Windows related, Microsoft Word, Excel and Outlook
Linux, Mac, QuickBooks
Specialized Proprietary Software, Industry related.
Excellent verbal and written communication skills
References supplied upon request