Office Manager

NORMA J. KUKSUK

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

Park Ridge, Illinois 60068

***/***-**** ** ***/404-6422

e-mail: ********@*****.***

SUMMARY

Management professional with background including supervision, training, scheduling, as well as developing policies and procedures. Participated in team projects to evaluate phone systems and computer software packages. Involved in three company relocations and two system conversions. Seeking a position that would utilize my management skills.

EXPERIENCE

BROKERS’ RISK PLACEMENT SERVICE, Chicago, Illinois, 2000-2007

Multifaceted insurance firm specializing in products and services for school districts and other public entities.

Office Services Manager

• Trained and hired staff of six, which included an assistant, pool secretaries, file person and receptionist. Several hires were promoted to other positions.

• Formulated and controlled annual budget for department.

• Justified capital expenditures, included coordinating bids, quotes, and estimates for office purchases.

• Resolved outstanding accounts payable issues, resulting in a savings of over $15,000.

• Awarded Employee of the Year honor for increasing efficiency of Office Services Department.

• Developed training program and oriented all new employees regarding office procedures, policies, and phone system, which insured consistency of training companywide.

TAG, Chicago, Illinois, 1997-1999

Import company which designs and distributes home decorative items.

Customer Service Manager

• Established ordering procedures for processing daily workflow and assigning tasks to staff resulting in faster resolution to customer service inquiries.

• Developed Electronic Data Interchange (EDI) procedures with vendors, resulting in increase in use and enhanced accuracy resulting in a savings in charge backs of over $50,000.

• Created internal measurements in order to improve efficiency and accuracy within the department. Developed programs to motivate employees.

• Recommended programming changes, which increased efficiency to expedite order fulfillment, and shipping resulting in 30% less errors in orders and utilization of on hand inventory.

ABERDEEN, Addison, Illinois, 1996-1997

Publishing company that specializes in information needs of the construction industry.

Customer Service Manager

• Supervised staff, monitored daily work loads to meet closing deadlines, coordinated work assignments of staff, and developed solutions.

• Established policies and procedures for processing new subscribers.

• Supervised the warehousing and distribution subscriber materials.

• Managed the help desk in order to provide functions for improved telephone support for online subscribers.

NORMA KUKSUK PAGE TWO

GROLIER PUBLISHING COMPANY, Chicago, Illinois, 1991 - 1995

Children's publishing company with annual revenue of $100 million consisting of three imprints: Children's Press, Franklin Watts and Orchard Books.

Customer Service Manager

• Ensured accuracy of customer billing and administered customer care programs.

• Recruited new employees, developed position descriptions, and established performance criteria and

appraised performances.

• Managed processing of new and renewal order input for $14 million trade and wholesale division.

• Represented Company at trade industry conventions including: American Library Association, American Booksellers Association and Texas Library Association.

• Assisted with the transition of the relocation of a $25 million division from Danbury, CT to Chicago, IL with minimal interruption to service.

• Managed staff of six answering approximately 2,500 calls per month from both customers and sales representatives.

• Designed physical surroundings of customer service department. Recognized for improved communication and encouraged teamwork and established quality circle.

EDUCATION

• B.S. Degree in Management, University of Illinois, Chicago, IL

• Training in Quality Management, Employee Evaluation, and Team Building.

• Successfully completed the Insurance 21, 22, and 23 courses to earn INS certification.

AWARDS

• Employee of the Year received from Brokers’ Risk Management.

TECHNOLOGIES

• WordPerfect

• Microsoft Office

• AS400 Systems

PROFESSIONAL ASSOCIATIONS

• University of Illinois Alumni Association

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