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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Winslowe DriveUnit Street Address
Palatine, IL Street Address
Tel: PHONE NUMBER AVAILABLEEmail: EMAIL AVAILABLEI am pursuing a remote position that focuses on data management/entrySkills:MicroSoft Office - (Advanced)ExcelPowerPointWordTeamsPerformanceHuman Resources - WorkdaySystem Pilot TestingEntered and maintained dataBenefits (open enrollment correctionsCompensation: Bonuses, Salary and Stock OptionsOn-Demand ReportingTraining and SupportDirector 7- Client Management Tool for MortgagesChanges to Client InformationEscrow Updates:HelpDeskClients Online Access IssuesRegistrationUpdating ContentDiagnosticsWork ExperienceDovenmuehle, Lake Zurich, ILTeam Lead II November 2021 - July 2024Provide support to department representatives by monitoring and prioritizing workflow, handling escalated or complex issues, and serving as an expert on the services and procedures of the department.Ensure productivity standards are met and tasks are completed on timeMonitor call volume in queues; prioritize and distribute workload for the teamDeliver continuous coaching and positive reinforcement to the staff, leading the team to meet and exceed client expectations and company goalsEffectively communicate Department standards & expectations, track & measureindividual, and team goals, assist with evaluations of agents, providing feed-back and supportProactively identifies workflow process improvements, suggest, and implements resolutionsSupervisor Customer ServiceTeam Lead II January 2021 - November 2021Provides supervisory support to the department by monitoring and prioritizing workflow, handling escalated or complex issues, and serving as an expert on the services and procedures of the department.Functions and Duties:Direct supervision.- (14 Direct Reports)Maintain departmental processes and procedures.Monitor daily workflow, assessing deficiencies and identifying process improvements.Prepare and evaluate CSR performance weeklyHandle performance issues, evaluations, personnel time off, ADP.Assist in staff training issues.Assign special projectsOversee staff performanceMaintain telephone servicing levels.De-escalations (tasks, calls, client and borrower issues, etc.).Work with other departments for ongoing process improvements.Team Lead II January 2021Provide support to department representatives by monitoring and prioritizing workflow, handling escalated or complex issues, and serving as an expert on the services and procedures of the department.Ensure productivity standards are met and tasks are completed on timeMonitor call volume in queues; prioritize and distribute workload for the teamDeliver continuous coaching and positive reinforcement to the staff, leading the team to meet and exceed client expectations and company goalsEffectively communicate Department standards & expectations, track & measure individual, and team goals, assist with evaluations of agents, providing feed-back and supportProactively identifies workflow process improvements, suggest, and implements resolutionsBanner Personnel Services, Inc. October 2020- January 2021Customer Service RepresentativeContractor assignment at DovenmuehleAnswered complex customer inquiries within an inbound ACD Call Center environment on behalf of both DMI and Private Label clientele.Answered complex loan servicing customer inquiriesEnsured customer requests were coordinated with internal and external departments as neededProvided a positive interaction, quality support throughout the organization as well as with the customer and clientsRepresented "Private Label" clients by using their organization name correctly while interacting with their customer baseMaintained knowledge base of current practices, procedures, and policies for each department within loan servicingDocumented all customer contact on both SER1 notes and the call work code systemBurlington, Hoffman Estates, IL July 2018 - March 2021Sales AssociateMaintained the overall appearance of the baby depot, youth and toy departments by ensuring the merchandise has a price tag, applicable security tag and correct sizing. In addition, they were displayed effectively for sales. Also serve as a backup cashier and product markdown associate.Cashier Customer ServiceMerchandiseDisplay PricingQCSS Smart Center, Deer Park, IL October 2018 - January 2020Customer Relations SpecialistManaged 300 or more inbound and outbound calls per day. These calls ranged from product recalls, subscription renewals, customer support and sales.Customer RelationsAccount ManagementSalesVendor SupportMotorola Mobility, A Lenovo Company, Chicago, IL September 1995 - June 2017Supervisor Human Resources, Corporate Operations:HR Service Center Supervisor responsible for managing the day to day operations. Managed HR Global systems at the Corporate Level, The Americas: US, Canada and Latin America, China India and Europe. Ensured that all employees data were fully integrated into the corporate systems daily.Supported and trained departmental executives and the managers on the proper use of all HR systems as needed.Liaised with HRIS thus ensuring system related issues were addressed and resolved expeditiously to avoid a delay in the day to day operations Human ResourcesManaged three direction reports who were responsible for supporting service center queue of process and procedural questions; i.e., benefits, time and attendance, training and system access issued and case management and exit interviews:Account Management:Open EnrollmentOutplacement Training for Reduction In Force EmployeesE-VerifyExecutive Conference and Team Building EventsSystems and Processes:ADP End-User SupportBackground ChecksBenefits Diversity Tracking/ReportingEmployee RelationsExecutive Meeting PlannerExpat RepatriationGoogleChatDocsDriveFormsPresentationsSpreadsheetsVoiceKronosTimecard EntryModify/update employee data I-9 Managemente-VerifyMicroSoft Office - (Advanced)ExcelPowerPointWordTeamsPerformance ImprovementPerformance ManagementPlanning and TrackingProject ManagerService Center ManagementTrainerTALEOWorkday TransactionsThe NutraSweet Company, Deerfield, IL March 1990 -September 1995Business SystemsSupply Chain -- Managed the daily electronic data interchanges between retailers. Marketing - Coordinated quarter events and Sales Team computer trainerAbrivaVendor ManagementAdministrativeContent DeveloperEvent PlanningTelink - EDI Sales Team SystemsTrainerEducationRoosevelt University, Schaumburg, IL - Professional AdministrationWilliam Rainey Harper College, Palatine, IL - Computer Science and Business Administration LoyolaUniversity, Chicago, IL - Majored in Marketing and Communications Anchorage Community CollegeAnchorage, AK - General StudiesEarned 50 or more credits |
