Customer Service Administrative Assistant

Sharon A. Caudle

**** ********* ** • Crystal Lake, IL 60014 • 630-***-**** • ******.******@*****.***

Business Support Specialist with proven ability to work close with customers and management to define business needs, deliver improvements and measure effectiveness. Highly organized and driven, with excellent problem solving and interpersonal skills. Impressive track record of hands-on experience in customer service, administrative support and project management.

Areas of Expertise

Customer order fulfillment & complaint management

Customer and Sales support

Cross-functional team management

Business process improvements

Business transitions – project tracking and reporting

Service offer development & executions

Creative design and digital development

Professional Experience

Caudle Photography, LLC, Crystal Lake, IL October 2014-Current

Owner/Photographer

oManage client inquiries, requests and complaints

oCoordinate photoshoot locations, times and permit needs

oExecute all scheduled photoshoots and photo editing for client viewing

oPlace print orders and manage pick up/delivery options

oManage all aspects of online marketing, billing and monthly accounting requirements

Pepsi Beverages Co, Schaumburg, IL January 2011- December 2011

MEM Operations Analyst

oExecuted logistics planning of marketing equipment including vending machines, coolers and fountain equipment for the St. Louis region

oDevelop and distributed delivery performance reporting to team members and management team audiences

oMeasure monthly delivery performance for scorecard reporting

oMentor new hires

Next Source contracting for BP plc, Naperville, IL July 2009- December 2010

Finance Project Support 2010

oManaged SOX requirements with current IT standards and reports. Worked to correct any mandatory violations and developed mitigation reports for non-critical violations

oDesigned and trained Internal Control processes around Segregation of Duties

oDocumented 172 business processes in Accounts Payable, General Ledger and Cost Accounting areas

oManaged the knowledge transfer for all Finance activities transitioning to Kuala Lampur, Malaysia

Desktop Documentation Analyst 2009-2010

oDocumented over 100 business processes in Customer Service, Procurement and Accounts Payable areas

oManaged office relocation project for 180 employees from multiple locations

Castrol Industrial Americas - BP plc, Naperville, IL August 2001- December 2008

Project Management Office Coordinator 2006-2008

oDelivered e-commerce solutions through concept and implementation of an online ordering system

oLed a cross-functional team to deliver a service and logistics offer to a customer in coal mining industry

oManaged two office relocation projects for 120 employees

oDeveloped a contracts database to improve the process of retrieving, reviewing, and complying with terms stated in over 400 different types of contracts

oCreated and executed over-the-phone Voice of the Customer pulse surveys and communicated company wide in quarterly scorecard

oCoordinated activities between members of a Global Auto Segment team. Organized and attended yearly face to face conference in Hanover, Germany

Business Support Coordinator 2004-2006

oManaged office relocation project for 150 employees from multiple locations

oCreated a Project Management framework complete with planning and auditing tool templates

oParticipated in yearly strategic planning and developed the planning document which I used to measure and communicate progress on a monthly basis to the Leadership Team

oManaged a company sponsored fleet vehicle program for the sales field

oTwo-month special assignment in Warminster PA, manufacturing plant: Managed missing back log orders and inventory inaccuracies and acted as stand-in shipping coordinator

Customer Care Specialist 2003-2004

oExecuted the order fulfillment process and provided product price quotations

oManaged relationships and expectations of high priority customers

oPositively addressed customer complaints and emergency occurrences as required

oCreated and implemented reimbursement process for special rebate program

Technical Skills

Word (expert) • PowerPoint (expert) • Excel (intermediate) • Outlook (intermediate)

Education

National – Louis University 2011

BS- Applied Behavioral Sciences

Benedictine University 2009

AA- Business Administration

Moraine Valley Community College

Certification- Administrative Assistant

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