Felicia Pawlik
New Stanton
Summary
Professional administrative specialist with proven track record in managing office operations efficiently. Strong focus on team collaboration, problem-solving, and delivering results under shifting demands. Skilled in scheduling, document management, and communication. Known for reliability, adaptability, and maintaining high standards.
Overview
7
7
years of professional experience
Work History
Secretary
Hildenbrand Lime & Fertilizer LLC
09.2023 - Current
- Maintained daily report documents, memos and invoices.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Entered data into system and updated customer contacts with information to keep records current.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Improved office workflow by redesigning document submission process.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Utilized Microsoft Excel, QuickBooks and Oracle software to manage invoices and payments.
Executive Customer Service Representative
Dick's Sporting Good's
10.2021 - 09.2023
- First line to handle highly escalated customers requesting executive team, CEO
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Supported and identified trends in content issues & reporting to specific teams within company
- Working in a fast paced, metric driven environment based on quality of interactions and efficiency
- Responsible for contributing and formulating data for executive reports
- Assisted with training for new hires within company
- Excellent in three monitor computer screens daily for systems
Tier 2 Escalation Specialist
Dick's Sporting Goods, Inc
10.2021 - 10.2022
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Executing various back office work:40-50 interactions, DSAT project, Pilot in home delivery
- 100% CSAT & Stella Reviews
Assistant Store Manager
Gander Outdoors
01.2018 - 02.2020
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Managed 30+ employees in sales & delivery roles
- Recruit, interviewed, hired, trained, and evaluated sales personnel for entire store
- lead social media advertising
- traveled to other NY stores to set up new locations
Education
Bachelor of Science - Sports Management, Business
Seton Hill University
Greensburg05-2017
Skills
- Customer service
- Office administration
- Organization
- File management
- Document preparation
- Quickbooks
- Payroll processing
- Accounts receivable and payable
- Appointment coordination
- Digital file management
Timeline
Secretary
Hildenbrand Lime & Fertilizer LLC
09.2023 - Current
Executive Customer Service Representative
Dick's Sporting Good's
10.2021 - 09.2023
Tier 2 Escalation Specialist
Dick's Sporting Goods, Inc
10.2021 - 10.2022
Assistant Store Manager
Gander Outdoors
01.2018 - 02.2020
Bachelor of Science - Sports Management, Business
Seton Hill University
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