Customer Service Administrative Assistant

M. SUSAN KOZISKI

***** **** **** **** ****, Saint Clair Shores, MI 48080 • Cell: 313-***-**** • *************@*******.***

Professional Summary

Executive Assistant adept at developing and maintaining detailed administrative, procedural processes that reduce

redundancy, improve accuracy, efficiency and achieve organizational objectives. Patient and empathetic with both

Customers and Suppliers with extensive background in conflict resolution and customer care.

Skills

Excellent customer service skills Customer relations

Detail-oriented Strategic Thinker Customer-oriented

Work History

Operations Administrator, 02/2009 to 05/2017

Michigan Commercial Door Group

23010 East Industrial Drive, Saint Clair Shores, MI 48080 Research and analysis

Operations management

Customer Retention

Creative problem solver

Developed standard operating procedures for all administrative employees.

Sourced vendors for special project needs.

Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Generated loyal clientele by providing superior customer experience, addressing customer concerns, demonstrating empathy and resolving problems on the spot.

Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events.

Customer Service Manager, 06/2004 to 01/2009

Detroit Door & Hardware Company

111 East 12 Mile Road, Madison Heights, MI 48071

Strong leader of customer support staff.

Met all customer call guidelines including service levels, handle time and productivity.

Investigated and resolved customer inquiries and complaints in an empathetic manner.

Provided accurate, specific and timely performance feedback for CSRs.

Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Administrative Assistant, 06/1994 to 06/2004

Detroit Door & Hardware Company

111 East 12 Mile Road, Madison Heights, MI 48071

Effectively communicated with and supported sales, marketing and administrative teams daily.

Communicated with vendors regarding back order availability, future inventory and special orders.

Education

BBA: Marketing, 1983

Western Michigan University - Kalamazoo, Michigan

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