Darlene Kozlick
Office- Manager
Hanover Park,IL
Summary
Multi-talented Senior Manager, focus on internal corporate communications. Successful management of multi-level projects to meet tight deadlines. Hands-on and analytical problem solver. Provides excellent communication, planning and decision making skills.
Overview
34
34
years of professional experience
Work History
Store Operations/Senior Manager
Claire’s Boutiques
Hoffman Estates, IL
11.2020 - Current
- Lead and manage the Call Center Team, ensuring timely and effective resolution of all store and field level inquiries.
- Oversee the Customer Support Team to guarantee prompt and satisfactory handling of all customer inquiries, maintaining a high standard of customer satisfaction.
- Manage written communications across store and district levels through various platforms, including Microsoft Outlook, Teams, and the company’s communication portal.
- Supervise the Print Center, overseeing the production and distribution of all printed materials, including promotional signage for retail locations.
- Oversee the corporate mailroom, managing all incoming and outgoing mail, as well as UPS package processing, to ensure smooth and efficient mailroom operations.
- Assume responsibilities in the absence of team members.
Store Operations/Manager
Claire’s Boutiques
Hoffman Estates, IL
09.2000 - 10.2020
- Manage daily operations of a Call Center team consisting of 1 Supervisor and 8 Associates, ensure high performance and efficient customer service.
- Supervise two Project Coordinators, oversee project timelines, deliverables, and cross-functional collaboration.
- Design, test, and implement updated versions of electronic forms for both office and field teams; proactive monitor and update forms to maintain accuracy and efficiency.
- Maintain the company’s policy manuals, ensuring up-to-date and accurate information for all store locations and District Managers.
- Develop and manage a monthly Store Operations communication schedule; assign project deadlines to various operations teams to ensure timely completion.
- Coordinate Field Training Meetings hosted at the corporate office, including logistics planning and budget monitoring to control costs.
Store Support/Supervisor
Claire’s Boutiques
Hoffman Estates, IL
02.1997 - 09.2000
- Supervise eight Associates taking 500+ calls weekly, keeping voicemail messages below 20%.
- Analyze content of all calls on a daily basis and summarize into weekly and monthly reports.
- Oversee weekly Memopack distribution to over 2,000 stores.
Store Manager
Nine West Group Inc
Schaumburg, IL
02.1992 - 02.1997
- Transferred with the company from Minnesota to open a new store.
- Maintained #1 ranking in area in sales volume.
- Maintained customer service in accordance with company standards.
- Analyzed business through various reports to maximize sales.
- Developed promotable Manager Trainee.
Education
Bachelor of Business Administration -
University of North Dakota
Grand Forks, ND05.1989
Skills
- Microsoft Office Suite
- Customer Service
- Organizational skills
- Project Planning & Management
- Multitasking
- Creative Thinking
- Excellent Verbal & Written Skills
- Positive, Friendly Attitude
- Strategic planning
- Cross-functional collaboration
- Operations management
- Cross-functional team coordination
- Troubleshooting and problem resolution
- Operations planning
- Cross-functional communication
- Talent development
- Organizational improvement
- Organizational development
- Corporate communications
- Teamwork and collaboration
- Team leadership
- Training and development
- Team development
- Decision-making
- Employee development
- Excellent communication
- Employee coaching and mentoring
- Customer relationship management
- Performance tracking and evaluation
- Performance reviewing
- Computer skills
- Managing operations and efficiency
- Staff management
- Team building
- Interpersonal relations
- Scheduling and coordinating
- Customer service
- MS office
- Idea development and brainstorming
- Goal setting
- Task delegation
- Staff training
- Attention to detail
- Business administration
CONTACT
- (224) 587-0691
- Udfa762@yahoo.com
- Hanover Park, IL 60133
Timeline
Store Operations/Senior Manager
Claire’s Boutiques
11.2020 - Current
Store Operations/Manager
Claire’s Boutiques
09.2000 - 10.2020
Store Support/Supervisor
Claire’s Boutiques
02.1997 - 09.2000
Store Manager
Nine West Group Inc
02.1992 - 02.1997
Bachelor of Business Administration -
University of North Dakota