Administrative Assistant Customer Service
Resume:
Jean E. Delfin
**** ******* ****, *****, ** *****• ********@*******.***
Administrative Professional
I am a seasoned administrative professional, with a proven record of accomplishment in providing efficient organizational support of business goals and objectives of the company and its business partners.
Professional Experience
Customer Service Manager – June 2009 to Feb. 2023
Target Marketing Systems, Bloomingdale, IL
Manage several national accounts - Amazon, Wal-Mart, Overstock, Wayfair, JC Penney, Target, Sears - ensuring compliance with business metrics, sales agreements including pricing structure, discounts, credit memos, returns and exchange of goods and parts replacements distributed nationwide. Manage the overall contract management and administration process.
Analyze sales orders and coordinate stock availability, shipping schedule, product information and order changes with national accounts, offering product alternatives and solutions, when required.
Train and provide responsive and exceptional customer service to 7 team members focusing on customer satisfaction pertaining to product information and assembly.
Instruct team members how to evaluate and process replacement parts requests received from customers via phone and emails. Created a template of questions that aid in asking all pertinent information to help the replacement parts process.
Train warehouse team of 6 in processing replacement parts by providing guidance on using assembly instructions for products and utilizing available parts in a cost effective manner.
Designated sections in the replacements warehouse – chair, dining table, cabinet, desks – to improve paper process and material handling of parts.
Review weekly damage in transit package reports from FedEx and UPS and administer claims.
Generate and analyze monthly replacement parts report to identify products that need improvement on product or packaging.
During my first year of handling the Wal-Mart account, Target Marketing received the prestigious award for Best Customer Service to Consumers – Furniture Division from Wal-Mart in 2010.
Excellent analytical, problem solving and time management skills.
Ability to maintain positive working relationships with all staff – company wide – with emphasis on clear verbal and written documentation of events, changes and decisions.
Sales Administrative Assistant – August 2006 to March 2008
SC Johnson & Sons, Racine, WI
Provide sales administrative support to the Sears Holdings/Kmart team composed of 12 Sales Managers.
Evaluate and recommend efficient ways for preparation of presentation binders. Prepare PowerPoint presentations, review and collate materials prior to print/copy execution.
Manage the team’s website and calendar for sales meetings, conferences, seminars, presentations. Create strategic map for existing, new and closing Kmart locations in the Chicago land area for logistics and team assignments.
Work with external business partners to coordinate presentation meetings and conferences ensuring all meeting requirements are in order, including room layout, capacity, audio, video, and internet and catering needs.
Generate various weekly sales and financial reports and enter price changes and new products in the Kmart product information system.
Prepare ad hoc projects needed by team.
Assistant to Owner - June 2001 to July 2005
F. Naling Architects, Elgin, IL
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Prepare contract proposals for custom homes, renovations, hotels and strip malls.
Obtain and collate construction sample materials and information for project reference.
Review material pricing and availability.
Coordinate meetings, trade schedules, material deliveries, prepare progress reports and payouts.
Manage receivables and payables.
Administrative Assistant - July 2000 to April 2001
Mason Financial Services, Hoffman Estates, IL
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Provide administrative support to out of town financial planners ensuring all confidential reports are ready prior to meetings.
Primary liaison with clients and maintained meeting schedules which afforded maximum use of time for out of state planners and clients using the Goldmine software.
Executive Assistant – September 1996 to June 2000
Sellstrom Manufacturing Company, Palatine, IL
Provide administrative support to President/CEO, CFO and EVP for Marketing/Sales. Travel and event planner and tradeshow coordinator for both domestic and international needs. Created travel profile form which catered employees’ travel requirements eliminating errors and improving time management in planning and coordination.
Provide HR functions, i.e. job postings for print and internet, reviewed resumes and screened applicants, performed background checks, orientation of new employees, handled new insurance coverage and changes, exit interviews, COBRA. Analyzed monthly insurance costs and coordinate safety programs for the manufacturing plant.
Supervise three personnel: receptionist, staff cook and fulfillment clerk. Budget planner for all employee events and cafeteria operation.
Management support for marketing partners. Daily contact with account managers to drive campaign results through performance reports.
Perform yearly reviews on facility clean-up service and contract for improved service and cost reduction.
Office/Sales Administrator – February 1994 to August 1996
JALECO USA, Wheeling, IL
Video and Coin Operated Games Developer
Process sales orders, returns, and rebates.
Office management on personnel insurances, vacations, equipment and supplies.
HR Administrative Assistant – July 1993 to April 1994
UPS Yamato Partnership, Elk Grove Village, IL
Orient new employees – insurance coverage packages, benefits, company policies & procedures.
Education & Credentials
B.A. Economics • March 1980 • University of the Philippines
Licensed IL Sales Realtor • August 1990 •
Computer Skills
Applications
MS Office (Word, Excel, PowerPoint, Sharepoint, Outlook), Goldmine, Lotus 123, JDE, MAS, Starship
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