Administrative Manager Customer Care

Strategic results-orientated professional with demonstrated expertise in planning, developing and implementing operating strategies that increase client satisfaction, maximize resource utilization, and improve efficiencies. Specialize in establishing and re-engineering internal processes, with a focus on continuous improvement and customer satisfaction.

Work Experience

U. S. Department of Commerce (United States Census Bureau) Oswego, IL.

Lead Census Field Manager September 2019-Present

•Responsible for interviewing perspective candidates for the Census Field Manager/Census Field Supervisor positions and office support clerks.

•Provides group and individual training. Monitors daily assignments.

•Provides advice and guidance to subordinate staff.

•Reviews and certifies payroll. Refers/assists others with administrative issues as needed with accidents/safety/injuries.

•Recommends and approves overtime as necessary. Assists the Area Census Office Manager (ACOM) in the maintenance of effective public relations with the community within the ACO boundaries, such as the local news media, community leaders and organizations, and local government officials.

•Responsible for the completion of field work in a timely and cost-efficient manner. Assures that specific levels of quality and progress of field operations are being met through analysis of various computer-generated reports and observation.

•Takes necessary corrective action to achieve goals. Acts as the principal technical advisor on field operations in the ACO, answering inquiries from the ACOM and CFS’s.

•Works closely with the Administrative Manager to ensure timely function of selection of enumerators and the payroll process.

•Supervises enumerators in field operations when no Census Field Supervisor is authorized. Assists the ACOM in resolving community complaints concerning problems in the field to assure a timely and efficient census operation.

•Reviews and analyzes cost, quality, and progress reports to assure operations are conducted within prescribed time/budget allocations and quality standards.

•Identifies problems and communicates clearly and persuasively the action associated with encountered problems. Performs other related duties necessary to effectively manage field operations.

•Responsible for making final decisions for the field operation. Reviews case assignments and reassigns cases appropriately to the enumerators, when needed. Maintain and oversee workflow timelines for work performed on the field operation.

•Responsible for applying the principles of Equal opportunity (EEO) in his/her span of control. Apply EEO principles in hiring practices, training, employee development, and utilization of employee’s skills. Periodically reviews the status of the EEO program and takes steps to improve program.

247 Renovations LLC. Chicago, IL.

Project Manager/ General Contractor August 2018-September 2019

•Serves as a Lead Negotiator Contract Specialist

•Advise contractors and clients on all matters affecting scope of work.

•Develop strategies and negotiate all aspects of the contractor’s and customers visions for required work.

•Prepares complex plans and schedules for various phases for both long and short rage; ensures that plans are consistent with service level agreements, schedules and policies.

•Working with other Project Managers to put together a full itemized rehab bid.

•Recruiting of subcontractors/crews.

•Performing on-site evaluations and negotiate subcontract/vendor costs.

•Develop and maintaining relationships with suppliers and subcontractors.

•Meet deadlines and maintain communication with owners/property managers/investors throughout the project.

•Managing multiple projects at the same time.

•Travelling to multiple construction sites in Chicago/Chicago Land area

•Reporting daily to ownership on construction progress.

ComEd, Production & Operations (Transmission & Substations) Aurora, IL. Work Week Manager March 2018- August 2018

•Responsible for the prioritization and scheduling, of all tasks associated with corrective, preventive and predictive maintenance, projects, switching evolutions and tests associated with a specific discipline within ComEd for Aurora, IL.; DeKalb IL.; Byron Nuclear Station.

•Identify potential budget issue that could negatively impact completion of targeted work within designated areas.

•Negotiate contracts with outside vendors to ensure overloaded/backlog work is completed safely and efficiently. Coordinate the supply of materials and subcontract to meet productions schedules.

•Ensuring alignment of work plan with EED business goals, priorities and objectives.

•Conducted weekly meetings with Planner & Front-Line Supervisor to discuss execution of work from both a long, short range work plan (T-0: T-15).

•Execute work management process for Operations that optimizes resources, addresses operational priorities, and ensure alignment with financial, customer, reliability, safety and performance goals.

•Monitor and support key performance measures, controls and procedures to ensure the consistent application of the Work Management process across Operations and instill accountability for adherence to the process and completion of planned work.

•Drives management backlogs, maintaining a balance between preventative, corrective and elective maintenance work completion for effective continuous material condition improvements.

•Apply a consistent work management model to drive resource sharing. Accountability for decision making in ensuring proper resource shifts.

•Manage the interface among Nuclear, Genco, Project Management and TSO to maintain a balance with FEG's, NERC compliance and clearance requests.

•Scheduling and coordinating tasks in accordance to system needs, construction and resource levelization to maximize safety and minimize overall costs. Scopes includes the scheduling of approximately $30millon-$200 million of work per year.

ComEd, Quality and Resource Management Oakbrook, IL. Business Analyst January 2017- March 2018

•Responsible for analyzing First Call Resolution from a 1,3,7day time frame month over month and provide feedback regarding areas of opportunity with the Customer Care Center.

•While working on FCR and Customer Satisfaction, I was able to increase both FCR and Customer Satisfaction by 10-11% within one year. Bringing Customer Satisfaction from 80-91% and FCR from 84-94% saving the company 11 million dollars in repeat calls.

•Developed FCR to be utilized as a Tier 1 Metric that replaced Average Handling Time throughout Exelon Utilities.

•Provided analytical and operational support to the care center business unit and other business partners.

•Conducted daily monitoring of customer interaction calls with our customer service representatives to determine if any negative impacts were caused and provided timely feedback to the Front-Line Supervisors.

•Supported and contributed to the development of short- term and long- range business planning which included: conducting modeling, trending analysis, variance analysis, business case development, and other operational functions to improve the customer experience.

•Researched and documented root cause for repeat callers to the Customer Care Center.

•Prepared and presented Customer Stories during Directors Check-ln Meeting to management team.

•Submitted issues along with impactful solutions while working cross-functionally throughout the Care Center and Exelon Utilities.

•Assisted with developmental ways to improve Customer Satisfaction. Conducted huddles with FLS/Teams to bring awareness to Customer Satisfaction and share areas of opportunities from the FCR Reports.

ComEd, Customer Care Center Oakbrook, IL.

Customer Care Supervisor April 2012- January 2017

•Actively managed all aspects of team performance including setting clear expectations, providing targeted coaching and feedback, also recognized individual and Team successes.

•I was also assigned to a special project known as the AMI Infrastructure Project. Here I strategically worked cross-functionally with multiple departments to determine installations across ComEd territories for both commercial and residential customers.

•Engaged in weekly meetings with key stakeholders to provide weekly status updates. Met/Exceeded all SLA Targets for AMI Meter Installations.

•Successfully spoke and visited customers as an advocate and educated on installation process to include assistance with resolving mixed meter issues.

•Worked with External Affair in which community forums were conducted. Explained pros to receiving AMI Meters/AMI monthly refusal fee policy to low income and elderly customers.

•Conducted quality reviews to ensure the call flow guidelines are met, monitored the level of Customer Service offered and provided coaching as necessary based on the individual employee needs.

•Familiarized direct reports with KPI’s. Educated direct reports on business needs, stakeholders and importance of satisfying customers.

•Assisted direct reports in career pathing.

•Brought awareness and key performance indicators to both direct/indirect reports to familiarize them with business needs.

•Communicated important information thru Team Huddles, letters and emails also providing daily support for job related questions.

•Consistently communicated important issues and findings to peers and Senior Management Team.

•Worked very well and established a trusting relationship with bargaining unit (Local IBEW 15) employees which enabled me to become a trusted resource.

Enterprise Recovery System Westchester, IL.

Account Manager August 2009-April 2012

•Recovery of accounts receivables, institutional loans and defaulted Federal Perkins Loans.

•Solicited programs that will allow both current and prior college students to enroll in the William D. Ford Consolidation Program.

•Worked with peers to ensure all members are meeting required expectations of company.

•Provided feedback to members not meeting the expectations and held them accountable for their actions.

•Provided support to operations by speaking to customers to resolve escalated concerns.

•Provided support to employees by ensuring all their needs were met.

Merchant's Credit Guide Chicago, IL. Team Leader June 2005- August 2009

Collection Company of America Tinley Park. IL.

Collection Supervisor April 2001-June 2005

Million Air- Midway Airport Chicago, IL.

Fuel Distribution Specialist September 1999-April 2001

Military Experience:

United States Army 82nd Airborne Division Fort Bragg, NC. Logistics Supply Specialist February 1996-August 1999

•Maintained logistics supply for 2nd Battalion 505th Parachute Infantry Regiment. Received and stocked bulk and packaged products issued and dispense bulk fuels and water from storage and distribution facilities to using units. Inspected fuel receiving, storage and distribution facilities to detect and correct leakage, corrosion, faulty fittings and malfunction of mechanical units, meters, and gauges such as distribution lines, float gauges, piping valves, pumps and roof sumps.

•Overhauled system components such as pressure regulating valves and excess valves. Lubricating

•pumps, replacing gaskets and seals as needed, corrected pumping equipment misalignment. Clean strainers, filters, and checks meters for correct delivery and calibration.

•Perform petroleum and water accounting duties, operated equipment used with petroleum and water distribution and multiproduct pipeline systems. Responsible for maintaining electrical/electronic fuels systems and components (JP-8, gasoline and diesel). Operated airplane refueling systems equipment, operating pumps, pipeline and tanker equipment.

•Operated all wheel vehicles, forklifts, overseen and checked proper loading and unloading of cargo. Successfully performed corrective/preventive maintenance on vehicles and equipment.

•Abided by and followed procedures regarding safety regulations for handling dangerous/ hazardous materials. Complied with applicable federal, state, United States Army and Occupational Safety Health Administration (OSHA) environmental laws and regulations.

•Received samples and conducted tests on petroleum products. Evaluated test results with specification requirements and makes recommendations regarding product disposition.

•Maintained weapons scheduled and performed preventive and organizational maintenance, computer systems, night vision devices, petroleum, oil and lubricants and other inventory issued and delivered supplies and equipment. Ensured all equipment was ready for deployment within 18 hours of deployment.

•Maintained Department of Defense budget and expenditures. Reported findings to Chain of Command quarterly also provided variance reports to leadership and business cases for new equipment with recommendations on financial savings and overhead. Operated unit level computers.

Provided troops with feedback and coaching's monthly as well as year-end reviews to soldiers in my unit. Assisted with career pathing, award submittal and rank upgrade recommendations.

SKILLS:

•Microsoft Office- Word, Excel, Outlook, Power Point-Proficient

•CIMS

•SCADA

•UAT

•

•ULYSSES (MASTER COACH)

•AIM

•ASPECT SYSTEMS

•ORACLE

•E-PEOPLE

•ETALENT

•COACHING

•SAP

•JOIST

•AS400

•DAPPS

•LEADERSHIP DEVELOPMENT

•ISO-14001

•ISO-9001

•ESUP

•CAD-ID

•ERP/MRP

•NEXEDIA

•SAARS

•PASSPORT

•PECS

•SERVICE REQUEST SYSTEMS

•ARCOS

•HYPERION

•PEOPLESOFT

•PIPELINE

•MOXTRA

•E-2

•MOJO

WEB TA

Contact this candidate