Salesforce
BRITTNEY CZAJOWSKI
Specialist - Training And Quality
Plainfield,IL
Summary
TO BE AN EXPERT IN MY AREA OF WORK, WITH PASSION FOR CHALLENGES, INNOVATION, AND WORKING WITH PEOPLE AND COLLEAGUES ALIKE.
SEEKING A ROLE, WHERE I WILL BE ABLE TO APPLY MY SKILLS, WORK EXPERIENCE IN TRAINING & PROJECT MANAGEMENT BY MAKING A DIFFERENCE THROUGH QUALITY & CUSTOMER SATISFACTION WITH STRICT ADHERENCE IN ACHIEVING ORGANIZATIONAL GOALS.
Overview
8
8
years of post-secondary education
12
12
years of professional experience
Work History
Interim Business Project Manager
Sonova
Aurora, Illinois
02.2021 - Current
- Manage and direct project activities needed to achieve project objectives with strong understanding of resources, skills, and timing necessary to meet competing project schedules.
- Communicate project progress with regular Steering Committee updates to local, regional, and global Senior Management.
- Communicate complex information with varying levels of collaborators, including customers and stakeholders.
- Support and coordinate testing sessions prior to solution implementation.
Specialist - Training and Quality
Phonak
Aurora, IL
08.2018 - Current
- Cross train Customer Success agents in School Desk, Lyric, and Costco to help develop proficiency in new areas. Virtually and in person.
- Compose training materials and FAQs for processes including new and updated.
- Manage Customer Success SharePoint website with announcements, training documents, and company data.
- Troubleshoot systems such as SAP, Salesforce, and Cisco.
- Support Customer Success agents for best resolution in tough situations.
- Manage CC Training queue within Salesforce.
- Mass upload literature launch products
- Daily problem solving
- Investigate and resolve customer complaints resulting in customer satisfaction and retention.
Customer Service II
Phonak
Aurora, IL
08.2016 - 08.2018
- Support school accounts including processing of orders, quotes, and having items serviced.
- Managed over 75 customer calls per day.
- Created and managed task lists and followed up with accounts to maintain positive customer relationships.
- Document interactions using SalesForce.
- Mentor new hires to reinforce processes learned throughout training.
- Support our consumers by Bluetooth troubleshooting, providing local provider information, and answering questions regarding products and services.
- Support Inner Circle accounts by providing exceptional Customer Service, ensuring daily requirements were met.
- Use of Agile to locate shipments and tracking numbers.
- Delegate and process receiver replacements received from AODC.
Assistant Manager
Claire's Boutique
Bolingbrook, IL
08.2009 - 07.2015
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Maintain budget sheets to set weekly and monthly sales goals.
- Create employee schedules based on projected sales.
- Stocked sales floor to generate sales and create customer interest.
- Directed customers to merchandise to best fit their needs.
- Set displays per corporate instruction.
- Up-sell and add-on to purchases to increase sales and average dollar per transaction.
- Count currency before open and close to guarantee funds were accounted for.
Education
Some College (No Degree) - Health Information Technology
Rasmussen College
Romeoville, Illinois 03.2012 - 06.2016
High School Diploma -
Romeoville High School
Romeoville, Illinois 08.2004 - 06.2008
Skills
Advanced problem solving
Accomplishments
· Customer Success Agent of the year 2018, 2019, 2021.
· Successfully assisted in roll out of new softphone platform within Sonova.
· Coordinated Salesforce Lightning implementation in the Phonak Customer Success Department.
· Assumed the role of Business Project Manager for Project Cali/Urban without prior expertise in the PM field.
Software
SAP
Cisco
Phonak, Unitron eStore
Microsoft Office
References
Michael Tanksley
Manager, Inside Sales
Phonak
750 N Commons
Aurora, IL 60504
630-821-9624
Michael.Tanksley@Phonak.com
Anand Dave
Senior Business Systems Consultant, SAP
Sonova
750 N Commons
Aurora, IL 60504
630-821-9685
Anand.Dave@Sonova.com
Andre de Goeij
Senior Director, New Ventures
Sonova
20 Beasley Drive, Kitchener, ON, CAN
1-519-572-8189
Andre.deGoeij@Sonova.com
Timeline
Interim Business Project Manager
Sonova
02.2021 - Current
Specialist - Training and Quality
Phonak
08.2018 - Current
Customer Service II
Phonak
08.2016 - 08.2018
Some College (No Degree) - Health Information Technology
Rasmussen College
03.2012 - 06.2016
Assistant Manager
Claire's Boutique
08.2009 - 07.2015
High School Diploma -
Romeoville High School
08.2004 - 06.2008
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