Office Operations & Administration Manager

Mary Restivo

Franklin Park, IL *****

************@*****.***

773-***-****

Professional Summary

As a supervising manager, my primary objective is to support business operations by managing staff, coordinating operations, and ensuring exceptional supervisory skills. I aim to create a positive and productive work environment by communicating with team members, setting clear goals, monitoring performance and creating project objectives.

Work Experience

Office Manager

American Science and Surplus-Niles, IL

January 2024 to Present

Managed customer service staff, created and implemented a manual for the Odoo system to train all new hires and office staff. Arranged fund raising events that brought in thousands for the company.

• Collaborated with HR department to ensure compliance with employment laws/regulations and maintain accurate personnel records

• Led a team of administrative staff members in achieving departmental goals through effective delegation of tasks

• Managed relationships with external stakeholders such as clients, suppliers/vendors, contractors/ subcontractors in a professional manner

• Provided training to new employees on company policies/procedures as well as proper use of office equipment/software tools

• Collaborated with IT department to troubleshoot hardware/software issues and ensure smooth functioning of office equipment

• Assisted in the recruitment process by screening resumes, conducting initial interviews, and coordinating candidate assessments

• Maintained confidential employee records, ensuring compliance with privacy regulations

• Managed daily office operations, including scheduling appointments, coordinating meetings, and handling correspondence

• Help to plan store events to bring in revenue, and introduce new customers to our business.

• Work with the warehouse to ensure that customer orders go out in a timely manner.

• Strengthen relationships between office and warehouse by offering learning opportunities to better serve our customers.

Customer Service Supervisor

Crate and Barrel, CB2, Hudson Grace-Remote Illinois August 2018 to January 2024

· Enhance employee performance by conducting coaching and mentorship on meeting and exceeding key performance indicators resulting in successful performance management of 20 associates.

· Manage hiring processes by recruiting and interviewing suitably qualified candidates, resulting in successfully onboarding new associates and increasing team productivity

· Monitor my team to make sure that they meet, or exceed their KPI and quality requirements.

· Conduct monthly one on ones to make sure my team achieves those goals. During the meetings I encourage my team to think outside the box and to handle their own escalations, when possible, by providing the resources and encouragement they need to succeed.

· Conduct year-end reviews and worked with the Corporate to come up with fair merit increases for my team members based on their performance.

· Active in hiring my team members, and going over documentation. Providing associates with training, and making sure they are promoting our products and services that they are educated on.

· Provide payroll submission each week and work with HR for any issues that may arise. Store Support Lead

Crate and Barrel-Morton Grove, IL

September 2015 to September 2017

· Support a team of 40 people to handle post-delivery store issues and escalations.

· Monitor their KPIs and KRAs and to make sure they followed up with customers in a timely and efficient manner.

· Monitor their quality assurance on phones and through email to make sure the tone was professional and courteous.

· Conduct monthly one on one meeting with the team

· Attended store operations meetings to make sure operations ran smoothly.

· Met with the home delivery team monthly to work on better and more efficient ways to work alongside the call center, and on the customer’s behalf.

Manager-Elements Massage

January 2015 to December 2016

Hired an excellent team of therapist, team associates to provide personalized member service excellence.

American Science and Surplus Office Manager

Organizing office operations: Establishing and maintaining efficient procedures and systems to ensure a streamlined workflow.

· Managing the customer service team to teach and streamline exceptional customer service .

· Taking inventory, placing orders. Working with the warehosue to makw sure customer orders go out in a timely manner.

· Handling correspondence: Managing incoming and outgoing emails, calls, and other communications. Create follow ups to get back to customers in a timely manner.

· Managing filing systems: Creating, maintaining, and archiving physical and digital files.

· Maintaining a positive office environment: Ensuring the office is clean, organized, and welcoming for employees and visitors.

· Implementing biweekly meetings to go over new procedures and practices.

· Scheduling and coordinating: Managing calendars, appointments, meetings, and company events.

· Tracking expenses, approving purchases, and ensuring efficient resource allocation.

· Processing invoices and bills: Ensuring timely and accurate payment of office-related invoices.

· Managing vendor relationships: Negotiating and managing contracts with suppliers and service providers.

· Hiring new talent

· Payroll for associates

· creating system manuals for new hires and office staff Education

Business Administration (B.A.)

Trade school

Business Administration (bachelor's degree)

DeVry University

Skills

• Ecometry

• AS400

• Team scheduling

• Microsoft Access

• Communication skills (8 years)

• Written communication (10+ years)

• Scanning

• Product management

• Handling customer inquiries

• Customer support

• Managing teams in a customer support role

• E-learning platforms

• Word processing

• Confidential information handling

• Microsoft Office

• Microsoft Excel (5 years)

• Administrative experience - Administrative experience (6-10 years)

• Customer inquiry handling

• Employee evaluation

• Google Calendar (10+ years)

• Team development

• Meeting agenda preparation

• Clear language communication (10+ years)

• Outbound calling

• Big Commerce

• Mail processing

• Staff training

• Payroll management (8 years)

• Qualtrics

• Power Point

• Multitasking (10+ years)

• Time management

• Office supply management (5 years)

• Providing product information

• Spreadsheet formulas

• Correspondence management

• Invoice processing

• Mentoring

• Employee relationship building (8 years)

• Accounts receivable

• Gladly

• Google Suite

• Team

• Interpersonal skills

• Microsoft Outlook (10+ years)

• Data analysis skills

• Microsoft Word (10+ years)

• CRM software

• Thunderbird

• Photocopying

• Manager experience

• Meeting scheduling

• Dog handling

• Talent management

• Teamwork

• Office activity coordination

• Schedule management

• Technical Proficiency

• Training & Development

• Office management

• Professional email communication (10+ years)

• Utilized the use of Shopify and Lightspeed to onboard the acquisition of Hudson Grace

• Google Docs (10+ years)

• Order fulfillment

• File organization

• Phone answering

• ERP systems

• Office equipment routine maintenance

• Task prioritization

• Data sorting

• Project coordination

• Customer complaint resolution

• Order assistance

• Organizational skills

• Spreadsheet design

• Calendar management

• Operations management (10+ years)

• Working with people with developmental disabilities (10+ years)

• Math

• Project management

• Excel

• Microsoft Teams

• Complaint handling

• Operating systems

• Call center management

• Report preparation

• Zoom

• Order management system

• Quality assurance

• Payroll processing

• Calabrio

• Accounting

• Interpersonal communication (8 years)

• Office equipment management (5 years)

• Front desk

• Recruiting (3 years)

• Salesforce

• Guest services

• Dropbox

• Process improvement (5 years)

• Customer communication (10+ years)

• Clear verbal communication (10+ years)

• Typing

• Filing

• Client onboarding

• Spanish

• Continuous improvement

• Windows

• Map reading (10+ years)

• CCS

• General management

• Team lead experience (10+ years)

• Attention to detail

• Professional development support

• Sales administration

• Writing skills

• Integrity

• Workforce management

• Problem-solving (10+ years)

• Customer service (10+ years)

• E-commerce (9 years)

• Sales (10+ years)

• Record keeping

• Phone etiquette (10+ years)

• Grammar Experience (10+ years)

• Order entry

• Google Workspace

• Travel scheduling

• Phone communication

• Odoo

• Conflict management (10+ years)

• Greeting customers

• Multi-line phone systems (3 years)

• Computer operation

• AI chatbots (8 years)

• Presentation creation

• Administrative experience within retail industry

• Office record organization (5 years)

• Team leadership

• Performance Management

• Office experience

• Event planning (3 years)

• Slack

• Data entry (10+ years)

• Report writing

• Appointment scheduling

• Spreadsheet filtering

• Productivity software

• Staff supervision

• Presentation preparation

• Computer literacy (10+ years)

• B2B

• Spreadsheets

• Workday

• CRM system proficiency

• Calendly

• office Libre

• Upselling

• Project Leader Management

• Computer skills (10+ years)

• IVR

• E-learning (training delivery method)

• Sales support

• Customer relationship management

• Working as a supervision officer

• Faxing

• Key Performance Indicators

• Ship Station

• Maintaining an organized workspace (10+ years)

Certifications and Licenses

Driver's License

Contact this candidate