Customer Service Manager

Lori Kelleher

* ******* ****** ******, ** ***** 860-***-**** ************@*******.***

Professional Summary

20+ YEARS OF CROSS-INDUSTRY EXPERIENCE DIRECTING & ENHANCING BUSINESS OPERATIONS

Versatile, quality-focused professional proven in building, supporting and directing high-functioning departments within demanding business environments. Innate ability to execute multiple projects with competing deadlines and aggressive cost requirements. Engaging communicator skilled in building positive relationships with peers, direct reports, vendors, clients and business executives to drive streamlined operations. Areas of Expertise:

Administrative Support

Office Management

Process Improvements

Cost & Budget Control

Customer Service

Complex Calendaring

Strategic Planning

Executive Relationships

Team Training & Leadership

Cross-Team Collaboration

Communications

MS Office Suite

Professional Experience

AR/Office assistant 2014-2015

Millbury Health Care Center MillburyMA

Assisted in increasing collections on overdue accounts. Established new procedures to enhance business office operations. Assisted all departments in daily activities. Managed business office during manager’s time off. Adhered to HIPPA and monthly staff development activities.

Key Achievements

Received salary increase based on performance and increase in facility profitability

Received 2 nominations for Employee of the Month award

aSSISTANT SUPERVISOR 2009 – 2012

JRI / Susan Wayne Center of Excellence Thompson, CT

Facilitated care and services for residents in trauma-based facility. Mentored, coached and directed residential counselors in line with all compliance, safety and quality requirements. Proactively participated in staff and management meetings to address and resolve challenges. Adhered to HIPPA and OSHA regulations.

Key Achievements

Handpicked for shift supervisor promotion based on exemplary performance

Earned certifications in Trauma Response Program

CUSTOMER SERVICE/RELOCATION DIRECTOR 2004 – 2011

ERA Key Realty Services Whitinsville, MA

Established and advanced operational departments, requiring build-up of staff and alignment with business objectives during rapid growth. Directed customer service functions with 250+ employees across 8 branch locations. Performed comprehensive market research to identify and capitalize on improvement opportunities. Trained and constructively coached new hires in execution of daily responsibilities.

Key Achievements

Built relocation department and all policy, processes and information documentation

Boosted profitability and retention via strategic streamlining of department operations

OWNER / MANAGER 1997 – 2004

Noonan Real Estate Mendon, MA

Executed ground-up development of real estate operation, including business plan development. Oversaw and optimized internal financial controls, P&L functions and full cycle accounting. Recruited, hired, on-boarded and developed multidisciplinary staff against performance metrics. Negotiated with vendors to secure optimal pricing and quality service. Fostered positive client experiences through responsive, outstanding service.

Key Achievements

Catalyzed cost and productivity improvements by identifying and overhauling system deficiencies

Conceptualized and implemented sophisticated, high-return marketing plans across multiple platforms

Education & Development

BS, Business Administration (In Progress), 4.0 GPA, Kaplan University

Diploma, Blackstone-Millville Regional High School

Trainings: Styles of Communication, Effective Communication, Quality Service Qualified

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