Customer Service End Manager

VICTORIA M. DILLON

Winter Park, FL 407-***-**** ****************@*****.***

SUMMARY OF QUALIFICATIONS

Administrative and operations professional who possesses over fifteen years of experience spanning the financial services, education, and retail industries. Effective communicator with demonstrated abilities in building and managing teams. Proficient in coordinating and concurrently managing multiple projects, delivering goals within specified timelines. AREAS OF EXPERTISE

●Office Management ● Customer Service ● Project Management

●Staff Management ● Operations Management ● Training & Development PROFESSIONAL PROFILE

Office Manager – Northwestern Mutual 2021-2022

Performed various administrative duties for a department of 35 Financial Advisors. Oversaw onboarding I9 and ensured proper handling of all documentation pertaining to termination coupled with exit interviews for the company's fastest-growing office. Reported all metrics to the field and executive management. Planned all special events and community outreach for the Lake Nona office, worked closely with Chamber of Commerce to manage the office website and keep all Advisor’s credentials up to date. Managed weekly meetings, calendar entries for coaching with financial advisor and managing partner’s. Planned and booked all travel nationwide, developed office expectations handbook, controlled expense spreadsheet and reconciled credit card usage. Corporate Financial Aid Administrator – Remington College 2017-2020 Performed various administrative duties for a department of 14 associates. Adhered to all company policies and procedures within state and federal statutes and regulations within standards of accreditation.

Maintained files via scanning and indexing; reviewed records to ensure their completeness, accuracy, and timeliness. Monitored issued stipends from all 23 schools. Assisted the National and Associate National Directors with audits and collections. Oversaw special projects as assigned. Assisted with student enrollment as needed. Front End Manager – The Kroger Company 2006-2017

Managed the Grand Opening of the first Kroger “Market Place” in the Southeast. Hired, trained, and managed 175 Associates.

Reported to Executives daily and/or hourly in detail the progress within the timeline to maintain the integrity of the store’s opening schedule.

Managed and tracked day-to-day operations and client interaction. Set and managed goals for all Associates.

Pinpointed areas of improvement and implemented solutions. Facilitated training within the Atlanta District stores. Escalated and resolved workflow processes in a timely manner. Managed all accounting functions and office management duties. Created and managed schedules for a $1M week store. Key Leader in rolling out special projects for the ATL Division. Managed team conflict and communication issues.

Exceeded all metrics, utilizations, and goals.

BAC Licensed agent - Arthur J. Gallagher September-November 2022

*3 month contract to assist employees from several carriers during Annual open enrollment, answering questions of concern and assisting with employee enrollment. EDUCATION AND TRAINING

BA Business & Finance – Bolton University, United Kingdom. Licensed Life & Health Insurance agent.

Certification in Anti-money laundering.