VINCENT J.

AIELLO
2652 First Avenue • East Meadow, NY 11554
Home: 516-579-6778 • Cell: 516-314-7762
Vincent.aiello52@gmail.com
PROFILE
Customer Service Manager with nineteen years of experience in leading direct rep
orts as well as interacting with cross-functional teams. Track records of achiev
ing qualitative and quantitative service level metrics in the most efficient and
cost effective manner. Proven ability to manage key account relationships, and
large-scale projects. Experienced in the coordination of training and coaching o
f large team members for new products/service and process rollouts. Represent se
nior management in interdepartmental meetings.
PROFESSIONAL EXPERIENCE
Saint Catherine of Sienna Elementary School St. Albans, New York
2008-2009
Teacher Departmental
• Instruct 5th and 6th grader Grade curriculum, designing and developing programs
to meet the academic, intellectual, and social needs of students. Instruct ELA,
math, Science, Social Studies, Technology, Current Events, and Character Educati
on. Assess student performance through anecdotal records, student-teacher confer
encing, peer evaluation, checklists, and student portfolios.

OUR LADY OF LOURDES ELEMENTARY SCHOOL Queens Village, New York,

2007-2007
Teacher Self Contained Class
• Instruct 2nd Grade curriculum, designing and developing programs to meet the aca
demic, intellectual, and social needs of students. Instruct ELA, math, Science,
Social Studies, Technology, Current Events, and Character Education. Assess stud
ent performance through anecdotal records, student-teacher conferencing, peer ev
aluation, checklists, and student portfolios.
AMERICAN INSTITUTE OF CERTIFIED PUBLIC ACCOUNTANTS, Jersey City, NJ 20
00-2006
The AICPA is a major professional organization with over $150 million in related
sales and membership revenue.
Manager, Service Center and E-Mail Response
• Generated and analyzed daily reports and other statistical review of call/email
volume to access staffing requirements, call volume trends, service and/or produ
ct issues that needed to be addressed Reduced turnaround time for application pr
ocess from 90 days to 21 days.
• Consistently achieved record of calls being answered within 30 seconds and an ab
andon rate of less than 3%.
• On a daily basis access the workload and re-allocate staff where needed to handl
e volume. This reduced member wait time and abandoned rate.
• Trained over 200 staff members (full, part-time and seasonal as needed). Employe
d interactive training methods, including one-on-one coaching and role playing.
Developed an extensive printed and online version of a training manual, and upda
ted tip sheets on multi-channel processes and procedures.
• Conducted training of new products / service processed roll-outs to ensure that
new products generate average sales surge of 10% within introductory offering.
• Provided staff with communications and feedback mechanisms for the successful di
ssemination of information resulting in improved employee work habits and staff
morale.
• identified training and coaching opportunities based on monitoring of calls and
emails, resulting in 50% drop in customer complaints in the past twelve months.
• Personally handled escalated service issues including customer/member call back
which resulted in resulting in closing of the sale and continued membership.
• Prepared comprehensive business continuity plans including documentation of all
processes, responsibilities and contacts.
• Represented the Service Center at various inter-departmental planning and coordi
nation meetings to determine and implement best practices and procedures.
• Represented association at 6 major industry conferences, to process conference r
egistrations, and sell additional Institute products, generating on average $10,
000 in sales per meeting.

VINCENT J. AIELLO
Page 2

Supervisor, Customer Services

(1991-2000) New York, NY and Jersey City, NJ
• Directed an 18 person team of customer service representatives including hiring,
training and managing staff.
• Managed the vendor fulfillment process, changing the procedures during tenure fr
om a paper based system to an automated system, resulting in more timely dissemi
nation of information and cost savings.
• Prepared course curriculum for new hire training used in over 20 training sessio
ns.
• Participated in process improvement taskforce and database system evaluations, r
esulting in streamlining procedures, and cost savings to the AICPA.

Customer Service Representative

(1987-1991) New York, NY
• Responsible for processing multi-channel incoming orders, coordinated shipments
and handled customer related issues.
• Assigned as personal account representative to several key accounts.
OUR LADY OF SOLACE SCHOOL 1985-1987
Elementary School Teacher
NEW YORK BOARD OF EDUCATION (various schools) 1976-1985
Elementary School Teacher
Office Manager
Assistant to Director of Mathematics
SKILLS
Proficient in the following Microsoft applications: Word, Outlook, PowerPoint an
d Excel
Proficient user of Oracle 91 Database and CRM, as well as IBM Client Access (AS4
00) Systems including, file transfers, queries and report writing
Organized and work well under the pressure of deadlines
Project management focused, with ability to juggle multiple projects
EDUCATION

HUNTER COLLEGE, New York, NY BA Early Childhood Education

PROFESSIONAL AWARDS
Employee of the month
Employee of the year