Customer Service Manager

Karen Sturm

*** *. ***** ***, #*, Palatine, IL 60074 ? 847-***-**** ?

Cell: 630-***-**** ? ***********@*****.***

ADMINISTRATIVE PROFESSIONAL AND OFFICE MANAGER

Focused and highly organized with proven strengths in executive support and

administrative services: Staff management, customer service, and vendor

management. Proficiency in MS Office, PeopleSoft and industry-specific

software.

PROFESSIONAL EXPERIENCE

Administrative Assistant II - Crawford and Company, GTS 2011 - Present

Support Senior Executive Management, 15 Insurance Adjusters

. Assisted in opening, managing and equipping new Chicago office. In

charge of Allegient billing, AP/AR. Open, close and bill claims in

industry specific CMS2 software. Manage client accounts in

Salesforce. Prepare and distribute minutes of meetings. Schedule

travel arrangements. Organize and execute manager's expense account;

calendar management.

Senior Client Services Representative/Operations Manager - Regus 2003 -

2011

Managed office center (17,000 sq. ft.) that is leased to business owners

and corporations.

. Responsible for supervising the day-to-day operations of a center

through effective utilization of center staff and resources under the

direct management of the General Manager. Provide back up and task

ownership, as assigned, for billing, collections, AP/AR and center

quality standards. Perform complex administrative tasks and projects,

ensuring timely and satisfactory results while simultaneously

maximizing revenue opportunities through suggestive selling of

services.

. Notable achievements:

o Developed services that meet the needs of business clients, such

administrative packages, and other personalized services that are

unique to each client.

o Assumed responsibility to assist General Manager with conducting

sales tours and manage sales-related inquiries as needed.

o Executed and maintained the quality of service standards at the

center to ensure client satisfaction.

o Accepted leadership role to conduct monthly team meetings.

Presented training to support staff on product/job knowledge such

as billing procedures, computer usage and customer service.

o Serve as an advisor to the General Manager and executive team;

providing feedback on the most effective and profitable means of

servicing clients.

o Accurate and timely billing, resulting in collections never being

over 45 days, exceeding company standards of 60 days.

o Market and perform revenue-generating services, such as word

processing, preparation of spreadsheets/presentations, and other

creative projects for clients resulting in continuous revenue

growth and exceeding budget expectations.

Administrative Assistant - Jescorp, Inc./MAP Systems/Clear Lam Packaging

1999 - 2002

Supported sales staff of four.

. Prepare and modify company manuals, quotations and confidentiality

agreements.

. Transcribe and distribute corporate meeting minutes.

. Coordinate travel arrangements.

. Assemble marketing kits for the sales team.

. Payroll system entries.

Education

Certificate, Legal Secretary, MacCormac College 1988

A.S., Paralegal, MacCormac College 2002

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