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

  • 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 leadership and business training workshops completed through tenure and job application. i.e Situational Leadership, Human Relations and management training, Outbound Telemarketing Management, Performance Management, Project Management.

The American School in Japan