Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Kelly Litwicki

Frankfort,IL

Summary

Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management and team leadership.

Overview

19
19
years of professional experience

Work History

Full Time HR / Office Manager

AERO Rubber Company, Inc.
02.2023 - Current
  • Monitoring office supplies and ordering new stationery, furniture, appliances, and electronics as required
  • Reporting office progress to senior management and working with them to improve office operations and procedures.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Improved safety procedures to promote employee well-being and safety and protect company from potential liability.
  • Developed and maintained successful relationships with vendors, suppliers and contractors.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Maintained computer and physical filing systems.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
  • Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
  • Organized travel arrangements for executives by researching cost-effective options while accommodating individual preferences.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Full Time HR / Administration & Recruiting

MECA Engineering Corp. of America Inc.
02.2020 - 01.2023
  • Handled all Human Resource Day to day operations.
  • Wrote proposals for top clients such as Cleveland Cliffs, Steel Dynamics, U.S steel & ACMS
  • Assisted with Project Management to ensure we were within our spending limits compared to where we were on projects
  • Broke projects down into phases
  • Helped with recruiting by reaching out on Indeed, Facebook and setting up appointments at local Universities for job fairs
  • Sent out offer letters for employment & helped with the on boarding process by ensuring all proper documentation has been submitted.
  • Organized the files on our server and all hard files for jobs, billing, and vendors.
  • I handled all Company Insurance and made sure it was renewed such as Professional Liability, Workman’s Comp, General Liability Auto and more
  • Set up all the Business Licenses to new areas and permits needed for work.
  • Achieved staffing objectives through strategic and tactical planning, program management expertise and knowledge of effective recruitment, interviewing and training procedures.

Store Manager & Installation Scheduler

Sherlock's Carpet & Tile, Orland Park
08.2018 - 02.2020
  • Assisted with invoices and ordering material, tracking material and scheduling installations daily
  • Filed any claims with manufactures on both material and labor to ensure customer satisfaction
  • Met with marketing team weekly to discuss sales data and how to better improve it
  • Handled accounts receivable by making collection calls & filed liens with courthouses on customers houses that didn’t pay.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Developed and implemented successful staff incentive programs to motivate employees.

Merchandising Assistant Store Manager

Lowes
06.2015 - 07.2018
  • Anticipating consumer demand and redirecting efforts and schedules to ensure enough coverage when and where it is required
  • Held interviews and recruited new employees to fill open positions
  • Verified that all training in departments were completed on time and accurately
  • Planning for spikes in sales and ensuring the store had what it needed in-stock to support the demand
  • Ensured the appliance / delivery truck had everything it needed for the day loaded and that all deliverables were in great condition prior to going out
  • I was accountable for achieving sales and margin goals within my departments while maximizing overall customer satisfaction with Lowes in store experience
  • Enhanced customer experience by regularly updating in-store promotional materials and signage.
  • Supported the Store Manager in all aspects of store operations as needed, maintaining optimal efficiency and customer satisfaction.
  • Conducted weekly walk-throughs with store manager to discuss interior visual displays and store window presentation.

Department Supervisor for Lawn & Garden & Outdoor Power Equipment (Inside and Outside)

Lowes, Bourbonnais
12.2011 - 06.2015
  • Had to be manager on duty often.
  • Anticipating consumer demand on sale items and ensured we had what we needed for our promotions/sales
  • Making sure we had enough grills and mowers assembled for take and go sales
  • Made sure the planogram for inside and outside were set up to store standards
  • I certified the employees at the store for all their equipment and helped trained them on it as well
  • Making sure the money in the vault was accounted for and secured for the following day when I closed
  • I was a store's key holder, and e
  • Performed performance evaluations with the people that were in my department
  • Made sure the aisle were down stocked, top stock was organized on the correct bays, & aisle in both my departments were nice and neat
  • Delegated tasks to ensure everyone was helping out.
  • Helped the customer service department take phone calls and helped on the register for customers checking out or returning items when the store became busy
  • Handled all customer complaints that were directed to me when my employees were not able to handle the situat

Call Center Manager

Comcast
01.2008 - 11.2011
  • Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
  • Supervised 42 customer service representatives in providing excellent customer service to callers requiring assistance for cable and internet issues.
  • Developed process controls and metrics for daily management of call center.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Designed customized performance evaluations for individual agents to highlight strengths as well as areas for improvement.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.

Customer Service Call Center Representative

Comcast
12.2006 - 01.2008
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Responded to approximately 40 customer calls daily and emails to answer questions about products and services.
  • Processed debit and credit card and electronic check payments.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Cross-trained and backed up other customer service managers.
  • Demonstrated a commitment to ongoing professional development by participating in regular trainings on new products, services, policies, procedures updates.
  • Mentored new hires on best practices, policies, and procedures while providing ongoing guidance and support during their onboarding process.

Customer Service

Walmart, Orland Park, IL
06.2005 - 12.2006
  • Answered phone calls and helped customers with their questions
  • Helped customers returner items or help replace their defected item
  • Sorted items in bins by returns that were good and damaged
  • Fulfilled customers’ needs by finding out information to questions they had and went above and beyond to make sure they were satisfied
  • Maintain a clean and organized space.

Education

Bachelor of Science in Business Management -

University of Illinois Urbana-Champaign
Champaign, IL
2017

Skills

  • Efficient in Microsoft Office 365
  • Coaching & Development
  • Management & Leadership
  • Relationship Building
  • Recruiting & Marketing
  • Customer Support
  • Project Management
  • Relational Intelligence
  • Constant Contact Marketing
  • Organizational Accuracy

References

Available upon request.

Timeline

Full Time HR / Office Manager

AERO Rubber Company, Inc.
02.2023 - Current

Full Time HR / Administration & Recruiting

MECA Engineering Corp. of America Inc.
02.2020 - 01.2023

Store Manager & Installation Scheduler

Sherlock's Carpet & Tile, Orland Park
08.2018 - 02.2020

Merchandising Assistant Store Manager

Lowes
06.2015 - 07.2018

Department Supervisor for Lawn & Garden & Outdoor Power Equipment (Inside and Outside)

Lowes, Bourbonnais
12.2011 - 06.2015

Call Center Manager

Comcast
01.2008 - 11.2011

Customer Service Call Center Representative

Comcast
12.2006 - 01.2008

Customer Service

Walmart, Orland Park, IL
06.2005 - 12.2006

Bachelor of Science in Business Management -

University of Illinois Urbana-Champaign

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