Summary

Customer Service and operational administration with the proven ability in providing excellent leadership, motivation and professionalism in all situations. Strengths include demonstrated initiative and accountability with a focus on the big picture. Extensive experience leading both project and business operational roles, encouraging the individual career growth of team members.

Key Skills

  • Leadership and Employee Development, Team Building

  • Project Coordination

  • Product/function review and development and documentation

  • Reporting and Document preparation

  • Records Management

  • Expense Reduction and Budget planning

  • Resource planning

  • Excel spreadsheet creation, data audits, pivot tables

  • Strong communication skills

  • Training and procedural documentation

  • Business process review

  • Business unit presentations

  • Smartsheet Project Planning tool

  • Office 365, Outlook, Word, Excel, Power point.

Professional Experience

March 2014 – December 2018 – Client Service Manager & Strategy - Kwikee Division – SGSCO - Peoria, Illinois

  • Planned action steps and Project Plans to achieve Operational strategies.

  • Conducted weekly meetings for status updates and priority execution.

  • Tracked progress and planned sub-project needs for successful execution of goals to achieve results.

  • Managed customer service teams with a staff of 20, including 2 Supervisory roles and 3 Project Coordination roles supporting 13 million in annual sales.

  • Supported a client portfolio of over 400 Manufacturers including fortune 500 National Manufacturers and Retail partners.

  • Executed customer services needs providing image and data content management and distribution supporting on-line sales and omnichannel initiatives.

  • Conducted employee evaluations and goal development, implemented and executed formal feedback process for performance management goals/deficits.

  • Collaborated with Sales counterparts in contract renewals and new service on-boarding needs.

August 2013 – March 2014 – Client Service Administrator – Kahuna ATM Solutions - Bloomington and Peoria, Illlnois

  • Developed clarity in roles and responsibilities of the Coordinator team.

  • Created procedural documentation for training and performance support.

  • Managed disputes and subsequent resolutions from end-user issues/complaints.

  • Completed background and credit checks on new ATM owner affiliates.

  • Balanced monthly reports for monthly residual payouts.

  • Audited accuracy of Coordinator's data input of bank accounts and routing information.

October. 1998 -Oct. 2012 - Director of Operations - Marquette Group formerly Ruppman National Yellow Pages Service, now Mindstream Media - Peoria, Illnois

  • Complete responsibility for 42 employees including the direct performance management of 5 Supervisors and 2 administrative staff members; encompassing three operational units supporting print and internet media, customer service and graphic design/production services.

  • Ensured the profitable operations of all units supporting $80M in revenues with an annual operating budget of 1.6M.

  • Implementation of fiscally-responsible concepts through consistent metrics tracking throughout the entire operations improving overall cost and efficiency.

  • Participated in annual strategic planning. Lead and executed completion of assigned initiatives.

  • Planned, tracked and defined all relevant tasks inclusive of specification definitions, training, testing, quality audits, as related to 2 different enterprise order processing system conversions.

  • Utilized “Smartsheet” project planning tool.


Education/Training

True Colors Certification Training, "Human behavior and personality assessment" University of Illinois, Champaign, Illinois

Effective Management - Mid-size company - 6 month certification program - Bradley University, Peoria, Illinois

Ongoing development through management and leadership training/workshops - Illinois Central College, East Peoria, Illinois

*Various CEU for leadership and business training workshops; i.e Situational Leadership, Human Relations and management training, Outbound Telemarketing Management, Performance Management, Project Management, Problem Solving and Strategic Planning.

The American School in Japan