Mary DeFrancisco
Crystal Lake,IL
Summary
Dependable Office Management professional brings 15+ years of experience in administrative oversight. Self-starter and skilled team leader with history unifying staff under common goals, modeling organizational efficiency and instilling customer service excellence. Specializes in a HVAC environment.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Office Manager
Official Heating & Cooling
Crystal Lake, IL
02.2008 - 03.2024
- Developed and implemented office policies and procedures.
- Assisted with the preparation of budgets, forecasts and financial statements.
- Supervised staff members, organized schedules and delegated tasks.
- Created spreadsheets in Excel to track data such as vacation requests, sick days .
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Processed payroll accurately ensuring all employees were paid on time.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.
- Reviewed contracts for accuracy prior to signing off on behalf of the company.
- Provided training to new hires on office policies and procedures.
- Managed office inventory and placed new supply orders.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Administered payroll and maintained proper documentation of employee personnel.
- Used judgment and initiative in handling confidential matters and requests.
- Implemented and maintained company protocols to facilitate smooth daily activities.
- Elevated customer satisfaction ratings by promptly resolving client and case issues.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
- Reviewed completed work to verify consistency, quality and conformance.
- Assigned work and monitored performance of project personnel.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Analyzed business performance data and forecasted business results for upper management.
Office Manager
Four Seasons Heating & Cooling
Gilberts, IL
09.2004 - 01.2008
- Coordinated office operations and procedures to ensure organizational effectiveness and efficiency.
- Compiled data, tracked changes, and created reports in Excel spreadsheets.
- Assisted with special projects as requested from time-to-time by management team.
- Reviewed documents for accuracy before submission to external parties such as clients or vendors.
- Supported internal team members with technical knowledge, operational support and exemplary customer service.
- Input accurate account data to efficiently update company database and maintain detailed records.
- Balanced and updated computer accounting records and physical petty cash, including receipt documentation and expense tracking.
- Monitored vendors to maintain competitive pricing and efficient deliveries.
- Used judgment and initiative in handling confidential matters and requests.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Coded and entered daily invoices with in-house accounting software.
- Delegated work to staff, setting priorities and goals.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
Field Consultant
Subway Corporate
Chicago, IL
09.1997 - 08.2004
- Developed strategies to increase customer satisfaction levels.
- Performed site visits to evaluate customer requirements.
- Collected data and prepared reports for management review.
- Drafted proposals for new business opportunities.
- Developed relationships with key customers to foster loyalty.
- Reported findings from field visits to senior executives.
- Implemented best practices in line with company policies.
- Maintained accurate records of all activities conducted in the field.
- Evaluated existing procedures for efficiency and accuracy.
- Generated regular reports on project progress and performance metrics.
- Ensured compliance with applicable laws, regulations, and standards.
- Recommended appropriate solutions based on individual customer needs.
- Developed and implemented new procedures to facilitate business growth.
- Participated in training and managing new hires to bring new team members up to speed.
- Prepared accurate and concise reports, conveying progress, issues and solutions.
- Identified risks and assessed potential impact, consulting with clients to prepare mitigation plan.
Pricing Administrator
Cub Foods
Crystal Lake, IL
09.1989 - 09.1995
- Responsible for the calculations and percents of individual department inventories. I had full responsibility of all warehouse and direct store delivery invoices, the tracking of all inventory and cost allowances then created profitable retails. I managed a pricing staff of 5 and created the in-store weekly sales flyer. I had an 85% positive return on collections. spearheaded the 1995 United Way store wide campaign.
Education
High School Diploma -
Cary Grove High School
Cary, IL06-1980
Skills
- Office Management
- Bookkeeping
- Customer Service
- Staff Management
- Administrative Support
- Expense Reporting
- Payroll and budgeting
- Facility Management
- Customer Relations
- Credit and collections
Certification
- Spearheaded a 1995 United Way campaign
- Spearheaded a St. Jude Children's Hospital campaign
- Successfully completed courses via Carrier Corporation to include: Sales Essentials, Create Lifetime Customers, Increase customer satisfaction, Customer Care and Retention, Resolving customer complaints, Closing the Call, Overcoming Objections, Build an unstoppable call Handling Team, Selling Service Agreements, Customer Service Attitude and customer Service Superiority.
Timeline
Office Manager
Official Heating & Cooling
02.2008 - 03.2024
Office Manager
Four Seasons Heating & Cooling
09.2004 - 01.2008
Field Consultant
Subway Corporate
09.1997 - 08.2004
Pricing Administrator
Cub Foods
09.1989 - 09.1995
High School Diploma -
Cary Grove High School