Customer Service Management

SUMMARY

ADMINISTRATIVE/OPERATIONS LEADER

Versatile and highly accomplished organizational leader with hands-on experience and proven success across all facets of administration, customer service/account management and operations. Keen attention to detail and strategic problem-solving aptitudes leveraged in managing accounts to ensure maximum client satisfaction.

WORK EXPERIENCE

RSKARWOWSKI CONSULTING, Doylestown, Pennsylvania

CONSULTANT, 07/2017 to present

Provide marketing, project management and administrative services to small businesses.

CLIENTLINK, Montgomeryville, Pennsylvania

VICE PRESIDENT OF ACCOUNT SERVICES, 01/2016 to 06/2017

Managed customer service and cross-functional teams that produced marketing/fulfillment campaigns for clients, including inventory management, billing, and postal reconciliation; maintained/developed relationships with clients/vendors/suppliers to support client programs; HIPAA compliance; recruited/trained new hires; documented and reviewed processes and procedures for efficiency and scalability; developed employee training programs and manuals, including client-specific programs.

ACCOUNT MANAGER, 08/2015 to 01/2016

Managed direct marketing and fulfillment campaigns for clients, including daily fulfillment, data processing, print, inventory management, billing, postal reconciliation and customer service; acted as liaison between the client and US Postal Service in resolution of quality issues, adherence to postal standards and mailpiece design requirements; managed one of the company’s largest clients.

DEVRY UNIVERSITY, Fort Washington, Pennsylvania

ASSISTANT REGISTRAR, 08/2013 to 05/2015

REGISTRAR COORDINATOR, 08/2011 to 08/2013

TESTING COORDINATOR/ADMINISTRATIVE ASSISTANT, 08/2009 to 08/2011

Scheduled courses for multiple locations in Pennsylvania; coordinated/proctored entrance/CLEP/proficiency testing; processed requests for transcripts, enrollment verifications, and other correspondence; updated student records; coordinated mailings; posted proficiency and transfer credits; graduation audits and academic advising; supervised 2-3 student workers; developed training materials for policy and procedure training; utilized RightNow and Salesforce.com (ServiceCloud); back-up e-College Administrator.

Audited/evaluated Home Office scheduling output for completeness, PA seat requirements, room assignments and meeting students' degree requirements. Provided detailed feedback to Home Office for enhancements and adjustments/changes to the scheduling algorithm for future student course selection.

Selected as a Subject Matter Expert for Banner CRM system for Pennsylvania campuses. Provided live and remote training sessions for over 50 staff and faculty, utilizing company-created and customized training materials.

WORK EXPERIENCE (CONTINUED)

BUCKS COUNTY COMMUNITY COLLEGE, Perkasie, Pennsylvania

STAFF ASSISTANT, 09/2008 to 07/2009

Assisted students, staff and faculty with information and service requests; answered/screened/directed calls using a multi-line phone; supported Student Services with marketing events and registration; administrative projects as assigned.

EPSILON DATA SERVICES GROUP (formerly CPC ASSOCIATES, INC.), Horsham, Pennsylvania

SR. ACCOUNT MANAGER, CLIENT SERVICES – 05/2004 to 04/2008

Maintained/developed relationships with clients/vendors/suppliers to support client marketing programs; project management - creation, fulfillment and billing of all requests, prepared internal reports and provided creative recommendations to clients, brokers and inquirers; managed the development, production, execution and ongoing management of direct marketing programs that included print, web-enabled enrollment/production sites, graphic arts/creative for print and web, vendor and inventory management; provided direction, information and complaint resolution services to clients (internal and external) and the general public; coordinated creative/production/execution of promotional mailings; documented policies, procedures and process flow for presentations and training materials; trained new staff members.

Member of development team for new online count/order entry system. Generated counts using SQL and audited output for completeness and accuracy; overall goal to cut the delivery of counts from 48 hours to under 2 hours.

MAC DIRECT (D.A. LEWIS ASSOCIATES), Colmar, Pennsylvania

SR. CLIENT SERVICES REPRESENTATIVE – 03/2003 to 05/2004

Managed direct marketing and fulfillment campaigns for over 20 clients, including daily fulfillment, data processing, print, inventory management, billing, postal reconciliation and customer service; acted as liaison between the client and US Postal Service in resolution of quality issues, adherence to USPS standards and mailpiece design.

Reworked all of one client’s mailing packages to meet new legal requirements resulting in annual billing exceeding $1MM (2003).

SKILLS

Customer Retention, Business Process Mapping, Business Process Improvement, B2C, B2B, Enterprise Marketing, HIPAA, RFP, RFQ, Business Process Design, Research, Agile Project Management, Business Analysis, Business Process Mapping, Records Management, Leadership, Training, Management,

Customer Service, Account Management, Public Speaking, Microsoft Office, Marketing, Staff Development, Time Management, Higher Education, Direct Marketing, Strategic Planning, Student Affairs, Recruiting, Project Management, Adult Education, Team Building, Coaching, Leadership Development, Fundraising, Teamwork, Human Resources, Benefits Administration, Direct Mail, CRM, SQL, Salesforce.com (ServiceCloud), Data Analysis, Agile Project Management, Sales Management Support, Inventory Management, Employee Relations, Project Planning, Banner, FERPA, Academic Advising, OSX, Visio, Microsoft Project, Adobe Acrobat, Quark 6.5, Adobe Illustrator CS2

EDUCATION

MS in Organizational Leadership, 2016 – Southern New Hampshire University, Manchester, New Hampshire

Master of Public Administration, 2014 – DeVry University, Fort Washington, Pennsylvania

BS in Business Administration, 1990 – New Hampshire College, Manchester, New Hampshire

AWARDS

Ron Taylor Award (DeVry University) - 08/2012

Presented to those who have truly exceeded performance expectations - going above and beyond their normal job function.

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