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Customer Service Manager

Des Plaines, Illinois, 60016, United States
January 12, 2017

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Duska Ardalic


Des Plaines, IL 60016 - 224-***-****

Manager > Supervisor > Team Leader

Self-motivated individual with exceptional leadership, organizational and supervisory skills, encompassing key values of integrity, honesty, appreciation, teamwork, growth, and results-orientation with eye toward continuous improvement.

Respected team leader with excellent interpersonal skills. Interact with individuals from diverse cultures in all professional levels. Teach, train, mentor, motivate and evaluate to achieve the highest quality standards. Lead special projects and provide strategic insight into operations. Effectively manage and prioritize multiple responsibilities. Ensure adherence to policies and procedures to achieve objectives in safety, quality. WORK EXPERIENCE

Leasing Agent/ Recruiter

Project Consulting Specialist/ A=Staffing - Mount Prospect, IL - 2015 to Present Maintains a professional, yet friendly, atmosphere in the leasing offices and other areas where prospective residents and current residents meet

Inspects models and “market ready” vacancies daily to insure cleanliness Answers incoming phone calls and handles each call accordingly, whether it is a client call, irate resident, service request, etc.

Transfer calls to assistant manager or property manager when appropriate Greets prospective residents, qualifies, determines needs and preferences, professionally presents community and specific apartments while communicating features and benefits. Update online advertising to reflect current market pricing on a weekly basis Actively coordinate all renewals throughout the month. This includes sending letters (90, 60, 30 days) and scheduling resident appointments to discuss renewal rates and leasing options. Correctly completes all lease applications, assists with application verification and notifies prospective residents of results

Completes all lease paperwork including related addenda and accepts rents and deposits Completes Guest Card information form on all clients, sends thank-you notes and performs follow-ups Inspects move-outs and vacancies.

Organizes and files appropriate reports, leases and paperwork. Listens to resident maintenance requests, concerns and comments. Recruting;

Helping clients to find suitable candidate to fill their vacancies. Involved with the marketing department to devise job adverts. Placing adverts in relevant market journals and publications, job boards and local press. Making phone calls to candidates who are judged to be eligible. Conducting phone interviews with prospective candidates. Describing the work duties, salary and benefits of a particular vacancy. Doing background checks and verifying the references, work experience and academic qualifications of applicants.

Screening, testing and assessing candidates.

Developing a relationship with interviewees.

Receiving and reading through the CVs that job seekers have sent in to the recruitment agency. Arranging interviews with candidates who have been short listed for a position. Drawing up short lists of suitable candidates.

Involved in negotiating the salary between the client and the candidate. Attending job fairs on the companies behalf, standing at a staff and talking with graduates and job seekers. Attending network events and using marketing to attract suitable and potential candidates. Updating the recruitment agency database with the details of potential candidates. Assisting applicants with their interview techniques. Calling up a candidate and informing them if they have been successful or unsuccessful in their application. Cold calling companies to generate more business for the recruitment agency. Attending meetings with clients at their offices.

Ensuring the compliance of any temporary worker or contractor placed. Giving clients advice and guidance on appropriate pay rates, training and career development. Building own database of clients and contacts

Responsible for the weekly processing of hourly payrolls Responsible for database data management; processes all payroll and benefit changes; creates reports using report writer functionality; Reviews timecards prior to payroll import; Processes garnishments, deductions and vacation/personal accruals.

Processes employee terminations

Manages benefit enrollments

Skills Used

Professional-level computer and typing skills, proficiency in MS Word, Excel, Outlook and Property Management Software.


SEARS - Niles, IL - 2010 to 2015

Proactively lead the store to ensure achievement of business goals in revenue, expense reduction, cost recovery,

customer satisfaction, inventory shrinkage, and associate morale.

• Manage HR transactional processes in staffing, and training; assist in action plans to improve overall individual and store performance.

Work with the Store Manager to develop hiring strategy to ensure staffing levels are maintained and to minimize hourly turnover

Source, screen and interview applicants using the competency based interview guidelines found in hiring guide and through the group interview process

Review and maintain Applicant tracking system

Assist with unemployment claims

Ensure compliance with all government regulations and paperwork processing payroll, processing all new hire documentation in accordance with state and federal laws as well as facility policy, coordinating insurance and 401(k) enrollment, coordinating and recording the completion of all scheduled training programs and administrative compliance as it relates to worker’s compensation, OSHA, COBRA, employee file maintenance, employee investigations and unemployment claims.

• Select, coach, and develop strong and effective management and supervisor/lead associates. Develop a diverse,

high performance team. Set and manage high standards, which includes taking decisive action with underperformers.

• Focus on positioning high performers for growth opportunities within Sears. Supervise a team of associates who

provide consultative selling and service for customers. This includes training, coaching, and performance evaluations utilizing the Customers for Life Selling Process Observation Tools and where necessary, Sears Performance Plans for Improvement (PPI).

• Sales Manager on Duty (SMOD) accountability

• Actively manage the customer experience within the stores.

• Accountable for maximizing PA's, Credit, and other Miscellaneous Income opportunities within the store.

• Monitor and react to profitable revenue opportunities for his/her store, aggressively supporting vendor liquidation

opportunities, to improve store gross margin and cost recovery.

• Take ownership for full implementation of corporate programs and initiatives on merchandising, cost management,

productivity, cost recovery and associate morale.

• Ensure consistency of merchandising execution and operational processes within the store.

• Positively represent Outlet Stores to all Sears partners within the local market.

• Understand and communicate, to District and Home Office staff, ideas or activities that would lead to cost recovery


• Ensure that the store operates in full compliance with applicable laws, regulations, and company ethics policies.

• Overall 4 wall store accountability

• Provide a safe working environment for both associates and customers.

• Monitor testing and repair of product to ensure the compliance of documented processes.

• Partner with Product Service on merchandise repair issues. Apparel Sales And Merchandising Lead

SEARS - Niles, IL - 2000 to 2010

Hold leadership and strategic planning responsibility Implement company guidelines, policies, and procedures and set up example for others Resolve problems and issues related to the store, employees, and customers Monitor and evaluate staff productivity to ensure achievements of sales goals Inspire coworkers with the organizations vision and culture Initiate new ideas and solutions to meet the objectives of my position and the store Prioritize daily activities and projects to maximize productivity Anticipate problems and opportunities and make timely appropriate decisions Train new employees in product knowledge, customer service, and operations of cash registers Manage front-end operations to ensure friendly and efficient transactions at checkout Customer Service:

Ensure that all store personnel provide excellent quality service to customers Address problems quickly and furnish efficient solution Staff Training:

Supervise, motivate, schedule, and train 15 staff members to increase their efficiency and productivity Utilize team-building strategies, including coaching and constructive feedback, with an emphasis on training and developing

Encourage a cooperative and cohesive work group by inspiring staff members to set and reach goals Delegate authority and responsibility to others in an appropriate and effective manner Exhibit constructive team- spirit approach to attain individual and group goals Merchandising:

Build and oversee the construction of displays for promotional and seasonal items Plan, direct, and coordinate all special events and promotions in the store Ensure visual standards of in-store merchandise and displays Merchandise floor accurately according to planograms and sales sets EDUCATION


2010 to 2014


Word Processing,Serbian Fluency, Advanced Bookkeeping, Payroll,Schedule Management,MS Word, Excel, Outlook and Property Management Software. (10+ years) ADDITIONAL INFORMATION


Personnel Supervision

Office Administration

Retail Sales

Policies & Procedures

Staff Scheduling / Coordination

Inventory Control / Warehouse

Leadership / Team Development


Computer: Microsoft Office Applications ( Word, Excel, PowerPoint, Access) Extensive internet research experience

Fluency in Slavic Languages: Serbian, Bosnian and Croatian Conversant in Macedonian and Bulgarian

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