Gena L. Soszynski
Management
Warren,MI
Summary
Seasoned Service Delivery Manager and talented leader with 8 years of management experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
24
24
years of professional experience
1
1
year of post-secondary education
2
2
Certifications
Work History
Service Delivery Manager II
Exela Technologies
Detroit, MI
09.2018 - 02.2023
- Onboarded new employees with training and new hire documentation.
- Maximized performance by monitoring daily activities and mentoring team members.
- Maintained professional, organized, and safe environment for employees and patrons.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Improved safety procedures to create safe working conditions for workers.
- Managed and motivated employees to be productive and engaged in work.
- Controlled costs to keep business operating within budget and increase profits.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Service Delivery Manager I
Exela Technologies
Detroit, MI
01.2016 - 09.2018
- Cross-trained existing employees to maximize team agility and performance.
- Onboarded new employees with training and new hire documentation.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed and maintained relationships with customers and suppliers through account development.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Developed and implemented business strategies to achieve business goals and stay competitive.
Team Leader
Exela Technologies
Detroit, MI
01.2015 - 01.2016
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored and guided employees to foster proper completion of assigned duties.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
Team Leader
Exela Technologies
Bloomfield Hills, MI
10.2013 - 01.2015
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored and guided employees to foster proper completion of assigned duties.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Held weekly team meetings to inform team members on company news and updates.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Courier
Exela Technologies, CSA
Dearborn, MI
09.2012 - 10.2013
- Postage Spend
- Floater
- Mailroom distribution
- Courier
- Mail distribution
- Identify mail for clients department
- Operate mail inserter
Team Leader
Oce
Warren, MI
04.2012 - 09.2012
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored and guided employees to foster proper completion of assigned duties.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Held weekly team meetings to inform team members on company news and updates.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Team leader
Pitney Bowes
Warren, MI
02.2011 - 04.2012
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Mentored and guided employees to foster proper completion of assigned duties.
- Held weekly team meetings to inform team members on company news and updates.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Customer Service Representative
Florida Power & Light
West Palm Beach, FL
06.2008 - 08.2009
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Developed and actualized customer service initiatives to decrease wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled billing and payment issues following guidelines, resolving disputes properly.
Courier
J. Chris Newberg Inc
Birmingham, MI
03.2004 - 10.2007
- Performed walk around on delivery vehicle before beginning shift to verify correct and safe operating order.
- Safely loaded items into delivery vehicle to minimize damage while in transit.
- Established lasting relationships with customers by delivering packages on time, interacting professionally, and responding promptly to questions.
- Developed strong interpersonal and communication skills from interacting professionally with dispatchers, upper management, and peers.
- Drove safely at all times to avoid accidents and harm.
- Greeted recipients, delivered packages, and parcels and acquired proper signatures for all deliveries.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Process Server
- Court Filings
Customer Service Technical Specialist
Pitney Bowes
Southfield, MI
05.2001 - 03.2004
- Maintained and managed customer files and databases.
- Courier
- Court Filings
- Conference Room Setups
- Copy Center
Third Key Holder
Work N’ Gear
Troy, MI
04.2000 - 04.2001
- Third key, Management
- Completed store opening and closing procedures.
- Trained team members in successful strategies to meet operational and sales targets.
- Opened and closed store multiple days per week by counting registers, making deposits, and storing and filing all daily paperwork.
- Processed cash, credit, debit, and check payments.
- Kept store clean and organized to provide shoppers with pleasant experience.
- Improved customer service by projecting friendly and knowledgeable attitude.
Co/op Receptionist
Roseville Community Schools
Roseville, MI
10.1998 - 06.2000
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained confidentiality of information regarding clients and company.
- Routed incoming mail and messages to relevant personnel without delay.
- Sorted, received, and distributed mail correspondence between departments and personnel.
Education
High School Diploma - General Education
Warren Woods Enterprise
Warren, MI 09.2000 - 06.2001
Skills
Policies and procedures
Certification
Certified Hazardous Waster, General Motors 3 years
Timeline
Certified Radiation Safety Officer, General Motors- 7 Months
08-2022
Certified Hazardous Waster, General Motors 3 years
10-2020
Service Delivery Manager II
Exela Technologies
09.2018 - 02.2023
Service Delivery Manager I
Exela Technologies
01.2016 - 09.2018
Team Leader
Exela Technologies
01.2015 - 01.2016
Team Leader
Exela Technologies
10.2013 - 01.2015
Courier
Exela Technologies, CSA
09.2012 - 10.2013
Team Leader
Oce
04.2012 - 09.2012
Team leader
Pitney Bowes
02.2011 - 04.2012
Customer Service Representative
Florida Power & Light
06.2008 - 08.2009
Courier
J. Chris Newberg Inc
03.2004 - 10.2007
Customer Service Technical Specialist
Pitney Bowes
05.2001 - 03.2004
High School Diploma - General Education
Warren Woods Enterprise
09.2000 - 06.2001
Third Key Holder
Work N’ Gear
04.2000 - 04.2001
Co/op Receptionist
Roseville Community Schools
10.1998 - 06.2000
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