Customer Service Project Manager
Resume:
LISA ANN DOLECKI
**** **** **** ****** • Erie, PA 16506
(814) 868 – 7586 • *******@****.***
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Results driven, innovative thinker with a strong desire to succeed in the most challenging of environments. I
offer an extensive background with The Global Leader in the retail industry. I have a passion for learning, desire
an environment which provides constant challenges, and I offer an innate drive to continuously raise the bar for
my team and myself. I excel at the flawless execution of multiple tasks simultaneously in a high energy,
ambiguous environment. I am seeking a position that will allow me to utilize my customer focused skill sets to
drive company strategy and goals. Key strengths include:
• Creating and Developing Strong Teams • Building Community Partnerships
• Streamlining Inventory Flow • Training and Developing Others
PROFESSIONAL EXPERIENCE
AM COMMUNICATIONS/TIME WARNER, Erie, PA May 2010 – Present
• A contractor for the leader in the cable industry. Covering a wide territory range within PA, OH, and NY. New
market opening as of April 2010 in the Erie, Pennsylvania area. Employing 15 techs and growing.
Administrative Assistant to the Project Manager
Direct responsibilities consist of personnel files, points tracking system to ensure workloads are balanced among
techs, maintaining files, cash office and account management. Customer surveys to ensure continuous
improvement. Orientation materials, job fairs, and seeking out prospective employees from schools, employment
agencies, and networking.
• Providing necessary paperwork for orientations and ensuring paperwork is filled out and submitted to
corporate.
• Inventory of safety equipment and tools. Weekly inspection of trucks and safety gear. Perform
random equipment audits.
• Collecting weekly time sheets and follow up on weekly tracker of attendance for payroll purposes and
requests for time off / vacations.
• Explain and answer insurance questions to new employees and ensure submission in timely manner.
• Liason between our customer (Time Warner) and our community customers, as well as corporate office.
Reassigning work to various techs to help facilitate quick response and ultimate customer satisfaction.
• Balancing money reconciliation reports and applying COD money collected to proper customer accounts.
Preparing daily banking deposits and investigating decrepancies.
WAL-MART, Meadville, PA August 1998 – April 2010
• Leading global discount retailer operates largest grocery network in the United States. Operates internationally
in North and South America, United Kingdom, Japan, and India. Average 350 associates per facility.
Market Fashion Merchandiser January 2003 – April 2010
Developed and trained associates and management in 12 Wal-Mart retail stores on merchandising principles,
retail industry trends and standards. Evaluating, and implementing floor plan layouts and creating own floor plans
to better provide customer flow, space and presentation. Mentored and promoted over 35 direct reports.
• Reduced inventory by 18% through category management, creative merchandising ideas, stock balancing,
and developing purchasing partnerships with outside agencies.
• Championed and taught several new programs to our market such as Customer Service Scheduling, Inventory
Flow Management, and Shrink Reduction.
• Communicated segmentation, flow, and merchandise opportunities through the merchandising, distribution,
and warehousing teams to ensure immediate correction.
• Participated in market level reviews. Worked as a team, utilizing reports to identify gaps and analyzed
business trends. Supported market operations by researching root causes, recommending solutions and
ensuring follow up to ensure execution.
• Increased market Customer Experience Track to an 8.48% (market average) from a 7.65%(market average).
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• Sought out Diversity Events to participate in and organize for the entire market to participate.
• Championed and partnered with local agencies to promote sustainability and helped organize events for the
community and schools to participate in.
District Manager, Specialty Groups November 2000 – January 2002
District responsibilities consisted of 7 stores, 14 departments, and over 80 departmental associates: quarterly
reviews of divisional accounts, purchase orders, payments made to vendors, and security controls.
• Monthly planning of product promotions, merchandising needs, and floor plans.
• Developed inventory control procedures year round, while ensuring availability of top performing items.
• Customer service scheduling, liaison between corporate, store management and departmental hiring and
training, monitoring performance and constructing improvement plans.
• Analyzed sales reports and implementing expense controls.
Assistant Manager August 1998 – November
2000
• Directed, scheduled, and maintained updated files of a group consisting of 75 employees.
• Performance evaluations on a 90 day and annual basis.
• Recruited, interviewed, and provided orientation for new employees.
• Directly responsible for ordering merchandise, inventory control, and seasonal layouts.
• Production planning, purchasing and distribution management and overall supervision of day to day
functioning of corporation and customer satisfaction.
MODERN INDUSTRIES, Erie, PA May 1998 – August 1998
• A large local manufacturing facility specializing in custom hydraulic and tooling equipment. Servicing
customers in Austrialia, China, Europe and Canada with a workforce of 499 employees.
Human Resource Assistant
• Maintained 300+ employee files, ordered uniforms, new employee orientation, insurance administrator.
• Create/distribute office memorandums. Extensive knowledge of Microsoft Office Software Package.
• Designed, prepared, and developed new policies for company.
• Interviewed/evaluated job candidates including background checks. Recruitment at local job fairs.
• Weekly payroll for 100 temp-to-hire employees.
SPECTRUM CONTROLS INC., Fairview, PA July 1997 – March 1998
• A leader in the design, development, and manufacture of high performance custom solutions for the defense,
aerospace, communications, industrial, and medical industries worldwide. Facility housed 500 employees.
Continuous Improvement Facilitator
• Performed training such as PC, soldering, Rapid Response, leadership, and team training for 500 employees.
• Produced a quarterly capability report for our customers and process engineers.
• Lead and facilitated Continuous Improvement Teams.
• Performed Failure Analysis for Continuous Improvement Efforts to reduce company waste and cycle time.
• Produced a monthly yield loss analysis report of scrap material and rework with Pareto Charts.
Dr. Gertrude A. Barber Center, Erie, PA July 1993 – July 1997
• Nationally recognized organization for innovative program development and delivery. Provides training
to educators around the world for children and adults with disabilities and their families.
Residential Manager
• Director of a housing program, oversaw financial spending and account documentation of client accounts.
• Managed group home fiscal budget and evaluated, scheduled, and trained staff of eight or more.
• Designed, developed, and coordinated goal plans to maintain and acquire new skills for clients.
• Rendered linkage and advocacy of support services to developmentally disabled people.
• Collaborated with behavioral and medical specialists to develop individual programs.
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EDUCATION
Cornell University – School of Business Management – September-November of 2009
• Executive Leadership Courses
Walton Institute – Bentonville, AR – 2004
• Professional Development Courses - Leadership Essentials, Managing Diverse Groups
Bachelor of Science in Mental Health, May 1992
Gannon University, Erie, PA
• Course work toward MBA with focus on Human Resource Management/Early Childhood Intervention
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SKILLS / ACTIVITIES
• Erie Food Bank volunteer
• Active member of internationally recognized “Dress for Success”
• Active with Tom Ridge Environment Center and Achievement Center
• Organized “Stuff the Bus” Programs for Back to School time donations at local Wal-Marts
• Toys for Tots & Project Bundle – aide underprivileged children
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