Diane Kaczka
Customer Service - Administrative Specialist
Summary
Highly motivated and skilled Communication and Change Management Manager with proven success in the areas of strategic planning and innovative vision. Superb writer and editor. Employee-centric focused, strong work ethics, deadline driven and mentor/coach with excellent listening, communication, training, and interpersonal skills. Experienced in employee relations, communications, project management and vendor management.
Overview
29
29
years of professional experience
Work History
Customer Service Administrator
Car-X LLC
01.2009 - 06.2024
- Lead all aspects of customer care operations, including franchised owned stores
- Manage escalations and arbitrate customer and franchise disputes
- As manager, liaison with IL BBB and IL States Attorney office in response to customer complaints
- Support Executive Director with day-to-day management needs
- Direct communication efforts across multiple business groups and locations
- Manage data analytics, competitor pricing and dissemination of customer survey feedback
- Database Administrator for mystery shopper and e-learning websites
Customer Service Supervisor
HARRIS BANK
08.2000 - 07.2008
- Managed and supervised Bank teller staff
- Coached and mentored employees
- Trained and coached new hires
- Oversight of day-to-day teller operations, banking services and customer transactions
- Managed staffing levels to minimize customer delays and enhanced service level performance
- Encouraged team building and training relative to all operational and sales policies, procedures, problem solving and customer relations issues
- Contributed qualified referrals including across lines of business to team members
- Managed currency supply demand, vault security and teller alarm equipment
- Achieved top referral status by exceeding monthly referral goals
Administrative Assistant
SEARS
01.1997 - 01.1999
- Supported internal executives with day-to day client needs
- Assisted HR recruitment with hiring efforts
- Scheduled phone and in-person interviews
- Onboarded new hires
Senior Executive Assistant
DUPAGE MEDICAL GROUP
01.1995 - 01.1996
- As Senior Executive Assistant to CEO, managed communication strategies among senior executives, board members and shareholders
- Assisted on real estate projects involving building renovations
- Managed Board Meetings
- Transcriber to weekly medical staff meetings
Education
Associates Degree -
University of Phoenix
IllinoisSkills
- Customer service excellence
- Customer Focus
- Cash handling
- Complaint handling
- Effective Communication
- Follow-up skills
- Issue resolution
- Escalation Management
- Meeting deadlines
- Telephone etiquette
- Interdepartmental communication
- Proficient in Microsoft Office
- Front office administration
- Organization and recordkeeping
- Teamwork
- Time management
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Organizational skills
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Documentation and recordkeeping
- Office management
- Interpersonal skills
- Professionalism
- Administrative procedures
Timeline
Customer Service Administrator
Car-X LLC
01.2009 - 06.2024
Customer Service Supervisor
HARRIS BANK
08.2000 - 07.2008
Administrative Assistant
SEARS
01.1997 - 01.1999
Senior Executive Assistant
DUPAGE MEDICAL GROUP
01.1995 - 01.1996
Associates Degree -
University of Phoenix
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