Andrea L. Rickman

**** ********* **

Mansfield, OH 44905

614-***-****

adztcy@r.postjobfree.com

Detail-oriented project leader with over 10 years’ experience in process improvement. Built and maintained strong customer relationships for over 20 years. Excellent written and verbal communication skills. Proficiency in programs such as Excel, PowerPoint, Visio, and CRM software.

PROFESSIONAL EXPERIENCE

12/2022 – Current 5812 Investment Group, Mansfield, OH (April-Current) Heatherwood Terrace Resident Manager. Answer phones, give tours of our two-bedroom townhome, help prospective clients fill out paperwork. Reach out to prospective residents via email or phone call. Answer queries regarding anything from pricing to maintenance requests.

(Dec-April) Lake Eden Columbus, OH Daily Tasks: Answer phone calls in a timely manner. Provide excellent customer service. Respond to queries regarding apartments and townhomes, deliver courtesy notices to residents. Sparkle-clean apartments before a resident moves in.

5/22-11/2022 Old Navy, Florence, KY and Hilliard, OH

Daily Tasks: Process truck shipment, three days per week. Prepare inventory for store sales. Helped remove product that is not selling from floor and ship it to other stores. Prepared ship from store packages.

11/2021 - 3/2022 CBRE, Columbus, OH

Daily Tasks: Enter work orders into system for Pep Boys stores all over the country. Monitor emails during a specified shift. Processed emails to vendors regarding payment.

7/2021 - 10/2021 Spirit Halloween, Dublin, OH

Daily tasks: Manage 14 employees. Create weekly schedule. Receive weekly trucks and maintain inventory.

5/2021 - 7/2021 Volunteers of America, Galloway, OH

Daily tasks: Placed in the donations department to receive and organize linens. Sorted items to place on floor for sale. Priced items accordingly. Daily, walk through store and replenish items to be sold.

4/2021 - 5/2021 Clicklist, Kroger Inc. Galloway, OH.

Daily Tasks: Pulling orders off online system and picking products for each customer’s order. Staging orders for customer pickup.

12/2019 – 4/2021 Operations Scheduler, GAP Inc. Groveport, OH Worked remotely

Daily Tasks: Created weekly schedules for over 1400 call center agents on WFM/IEX. Maintain training/meeting invites and scheduling each segment of work. Adjusting vacation time per Webstation. Create weekly forecasting reports based on incorrect timed segments in IEX. Maintain Trade and Add-Hours boards. Adjust time and breaks for company/state compliance. Create weekly IDP (Intraday projections) for 3 departments for short-term call center forecast. Maintain database for termed and new hire agents.

9/2018 – 11/2019 Scheduling Leader, NiSource/Columbia Gas, Columbus, OH

Workforce scheduling, same day/future dates. Designate materials for jobs.

Manage off time calendar. Analyze work load level to ensure effective resource allocation. Collaborate with field leadership for performance and productivity issues.

Partnered with planning on area budget. Identify areas of improvement.

4/2012 – 9/2018 Senior Operations Coordinator, NiSource/Columbia Gas, Columbus, OH

Daily Tasks: Process locate gas line orders from vendor/Damage Prevention. Work with external contractors regarding inspection reporting, invoicing, billing, and yearly projections. Monitor coordinator workload and regulatory commitment orders.

Responsible for mentoring 65+ Operations coordinator in Integration Center, as well as training new coordinators in Ohio/Kentucky areas. Establishment of reporting via Cognos and Excel to highlight highs/lows of various trends on projects such as Inaccessible Meters and Abandonment of Gas service lines. Tasked to improve standard operating procedures for every area in Integration Center for Operations coordinators in all states.

Working knowledge of Compliance and Regulation process-specifically DOT Title 49, 192.723 for Leakage Surveys, as well as Ohio Minimum Gas Standards for customer service requirements. Streamlined process for Ohio Minimum Gas Standards daily report to hit an 85% success rate of customer appointments.

9/2011-4/2012 Operations Coordinator for NiSource/Columbia Gas of Ohio, Pride Technologies

Daily Tasks: Create orders and maintain permit information across footprint. Process locate gas line orders from Damage Prevention (811). Contacting customers in case of delay in technician appointments. Creating orders based on priority or job type.

2002-2011 Account Correspondent/Relationship Manager, Workflow One, Grove City, OH

Daily tasks: Process print/fulfillment orders daily via NFM, Hagen and Sales Advantage.

Training of 30+ employees for projects. QA/QC of product packaging and shipping in fulfillment department. Mastered use of FedEx and UPS WorldShip to upload shipment files via excel. Project manager for Washington Mutual, Bob Evans, Speedway, Penske Truck and Merial fulfillment projects.

Provided detailed print/fulfillment/shipping quotes per customer request (RFQ). Invoicing and bill reconciliation for customers on NFM. Communication with customers and vendors via email/phone on for on-time delivery.

EDUCATION

Reading Area Community College, Reading, PA AA degree

- General Studies Associates Degree Program (2006), Humanities Major

Project Management Institute via NiSource, Columbus, OH

-Completed Project Management Professional Level One Courses (PMP), 2016

COMPUTER PROFICIENCIES

MS Office Suite including Teams, NFM inventory system, Sales Advantage, Visio, SharePoint, Lotus Notes, IEX/WFM, Avaya Phone System, Zoom, Pulse Secure, Kronos Time Manager, AS400 database, Hagen, WMS, DIS, Cognos, Oracle-CRM, Service Now, Ten key-8000kph, Typing-70wpm

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