Customer Service Manager

Elioak Terrace

Gaithersburg, MD *****

********.******@*****.*** 240-***-****

Katarina Marie Dillon

Professional Expertise

Critical Thinking and Problem Solving – ability to analyze complex problems, interpret operational needs and implement creative solutions

Excellent communication skill – demonstrated ability to collaborate effectively with business executives, clients and staff

Punctual and Organized – focused on delivering excellent work on-time and exceeding expectations

Hardware/Software Expertise:

Apple: iPad, iPhone, Mac OS X 10.0/10.2/10.3/10.4/10.5/10.6,

Microsoft: Word 2003/2010, Excel 2003/2010, Outlook 2003/2010, Windows 95/98/2000/XP/Vista/7

Additional Software: Design Manager Professional Cloud Version 8.0, MindBody, Constant Contact, E Club Logic

Work Experience

Builder's Design

May 2014 – Current

Gaithersburg, MD

Project Manager

Order, track, manage, and oversee the furniture, accessories, fabric and goods necessary to facilitate the completion of model homes to client specifications within contracted deadlines

Constructively coordinating and streamlining job finalization with multiple teams across the East Coast, to ensure the accurate realization of 20-30 model home project to clients' satisfaction

Powerhouse Gym

October 2011 – May 2014

Salisbury, MD

Executive Assistant

Administrative assistant to the CFO, critical tasks included contract management, customer collections, managing financial and customer communication and staff scheduling.

Business administrative support for top level financial priorities across the corporation including managing staff work hours, time off approval, employee payroll and preparing reports

Masters Inc.

November 2009 - October 2011

Gaithersburg, MD

Customer Service Representative

As a Customer Service Representative, my primary responsibility was to manage client service requests by scheduling calls with client and technician, ordering and managing the delivery of parts required to complete work, dispatching technicians and ensuring that service is completed efficiently and accurately.

Responsibilities included –

Account Management – including service request tracking, invoicing, builder payments on completed jobs and processing warranty requests

Client relationship management – including all scheduling, complaint resolution and billing requests

Problem solving for technician escalation and client satisfaction

Fundraise 21, Inc

September 2002 – June 2004, February 2007 – October 2008

Gaithersburg, MD

Customer Service & National Account Manager

As a senior team member, I played a key role in all areas of the company’s primary order processing system; Fundraising Manager. This involved using the system to process orders, helping to create and approve documentation on the usage of the system for staff and being a senior technical resource in the day to day processing operations. As an accomplished user of the system, my role quickly expanded to providing reports on the usability and functionality of the system; then presenting the results to the programming and design team. The goal is to help develop new features and improve workflow of the online system to improve efficiency and the client experience.

Responsibilities included –

Client Development – Worked closely with executive management on high-level projects; including traveling and assisting in the coordination of trade shows across the country. Contributed in sales meetings with current and potential clients

Customer Service – Assisted with client inquires on stock and product specifications, facilitated the processing of orders and provided feedback to management on client satisfaction and experience with the online system.

Technical Support (Internal & External) – Provided informal training and technical support to employees and clients using the Fundraising Manager online ordering system and contributed in meetings and technical reviews of the system to guide development changes and enhancements

Critical Thinking and Problem Solving – ability to analyze complex problems, interpret operational needs and implement creative solutions

Excellent communication skill – demonstrated ability to collaborate effectively with business executives, clients and staff

Punctual and Organized – focused on delivering excellent work on-time and exceeding expectations

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