Summary
Overview
Work History
Education
Skills
References
Certification
Timeline
Generic

Kelly Dilworth

Shorewood,Illinois

Summary

Proactive and goal-oriented professional with strong time management and problem-solving abilities. Recognized for reliability and adaptability, with a quick capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and make valuable contributions to organizational growth.

Overview

28
28
years of professional experience
1
1
Certification

Work History

Project Manager

H+K International
01.2016 - Current
  • Main contact for 18 Field Representatives
  • Analyze/develop project metrics, identify causes for variation and implement mitigation strategies
  • Successfully manage multiple projects simultaneously from start to finish
  • Developed close relationships with vendors and service companies to help complete project tasks
  • Worked hand in hand with purchasing of items for projects
  • Worked closely with logistics department for the shipment of items to locations
  • Projects include but not limited to coordinating the delivery and installation of grills and fryers, ice machines and blended ice units
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Sourced, vetted and managed vendors needed to accomplish project goals.
  • Monitored project progress, identified risks and took corrective action as needed.
  • Managed projects from procurement to commission.
  • Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
  • Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Enhanced team performance with targeted training programs, addressing skill gaps and promoting professional development.
  • Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
  • Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
  • Identified issues, analyzed information and provided solutions to problems.
  • Developed and maintained courteous and effective working relationships.
  • Learned and adapted quickly to new technology and software applications.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Paid attention to detail while completing assignments.
  • Worked well in a team setting, providing support and guidance.
  • Excellent communication skills, both verbal and written.
  • Worked effectively in fast-paced environments.
  • Self-motivated, with a strong sense of personal responsibility.
  • Completed projects within tight deadlines, coordinating team efforts and prioritizing tasks effectively.

Customer Service Representative

H+K International
01.2013 - 01.2016
  • Place Orders and create quotes for customers
  • Help to train new employees
  • Created and maintained Customer Service Manual
  • Member of team that creates new catalog each year
  • Work closely with purchasing
  • Work closely with Market Managers and Resupply Market Managers
  • Process EDI orders
  • Helped with stock of items
  • Acknowledge and bill orders through the day
  • Extensive knowledge of Orion system
  • Responded to customer requests for products, services, and company information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Developed and maintained courteous and effective working relationships.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Worked well in a team setting, providing support and guidance.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Investigated and resolved accounting, service and delivery concerns.
  • Cross-trained and provided backup support for organizational leadership.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.

Service Dept Staff/Dispatcher

Fire N Ice Heating & Cooling
01.2012 - 01.2013
  • Scheduled and organized routes.
  • Processed payments for services rendered
  • Dispatched technicians to service/maintenance calls
  • Make copies of paperwork or files as needed
  • Enter paperwork information into computer system
  • Make reminder calls to customers of appointments
  • Help customers with questions and concerns whether in person or over phone
  • Established positive relationships with customers and other staff members.
  • Greeted clients and guests and assisted with variety of questions to foster exceptional customer service.
  • Kept work areas clean, organized, and safe to promote efficiency and team safety.
  • Responded sensitively and competently to service customers with diverse cultural backgrounds.
  • Organized and detail-oriented with a strong work ethic.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Maintained accurate records of all dispatch calls, ensuring accountability and enabling thorough incident reviews.
  • Resolved conflicts between field units, ensuring smooth operation and team cohesion.
  • Answered phone calls and responded to customer emails.
  • Managed customer accounts and invoicing.

Customer Care Specialist/Dispatcher

Go Configure
01.2010 - 01.2012
  • Assign Customer accounts to Technicians, Schedule Customers, and Managed technicians routes
  • Processed payments for services rendered
  • Trained new employees
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Took ownership of customers issues to follow problems through to resolution.
  • Collaborated with cross-functional teams to ensure seamless service delivery for customers.
  • Used exceptional communication to connect with customers, assess needs, and present solutions.

Customer Service Representative

CDS GLOBAL
01.2006 - 01.2009
  • Handled customer payments, change of address requests, gift request, and concerns about their account
  • Responded to customer requests for products, services, and company information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.

Customer Relations/Office Management for Chicago Regional Office

MCDONALDS CORPORATION
01.1997 - 01.1999
  • Summer Intern who handled customer complaints over the computer, phone and through the mail
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
  • Switchboard operator
  • Organized and detail-oriented with a strong work ethic.
  • Updated and completed the daily Drive-Thru reports
  • Organize and sent out weekly Operator and McOpco mailings
  • Organized and updated databases, records and other information resources.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Created reports, presentations and other materials for executive staff.
  • Handled and organized the waste management reports
  • Made sure all complaints were rectified by Owner Operators and Area Supervisors
  • Attended the Operations Managers Convention in 1998
  • Helped to check and calculate incoming invoices
  • Checked and updated daily stock reports
  • Trained two new switchboard operators
  • Helped in the transition of two separate regions into one main region
  • Increased employee satisfaction by creating open lines of communication, addressing concerns promptly, and fostering a positive work environment.
  • Oversaw human resources functions such as recruitment, onboarding, training, and performance evaluations to maintain a skilled workforce in the region.
  • Collaborated with other regional managers to share best practices, streamline operations, and increase overall organizational efficiency.
  • Ensured compliance with industry regulations through diligent oversight of documentation practices across all departments within the region.

Education

CNA Program -

Mattoon Area Adult Education Center
Mattoon, IL
12.2002

Bachelor - Early Childhood Special Education

Eastern Illinois University
Charleston, IL
01.1999

High School -

Proviso West High School
Hillside, IL
01.1994

Skills

  • Microsoft Office
  • Office Operations
  • Data Entry
  • AS400
  • Google Suite
  • Project management
  • Customer Relations
  • Cross-Functional Collaboration
  • Staff training and mentoring
  • Project Management
  • Advanced problem solving

References

Upon Request

Certification

  • CPR/AED Certification
  • First Aid Certification
  • Certified Nursing Assistant (CNA)

Timeline

Project Manager

H+K International
01.2016 - Current

Customer Service Representative

H+K International
01.2013 - 01.2016

Service Dept Staff/Dispatcher

Fire N Ice Heating & Cooling
01.2012 - 01.2013

Customer Care Specialist/Dispatcher

Go Configure
01.2010 - 01.2012

Customer Service Representative

CDS GLOBAL
01.2006 - 01.2009

Customer Relations/Office Management for Chicago Regional Office

MCDONALDS CORPORATION
01.1997 - 01.1999

CNA Program -

Mattoon Area Adult Education Center

Bachelor - Early Childhood Special Education

Eastern Illinois University

High School -

Proviso West High School

Similar Profiles

CREATE PROFILE
Kelly Dilworth