Summary
Overview
Work History
Education
Skills
Timeline
Generic
Michelle Kwasniewski

Michelle Kwasniewski

Manager
Carpentersville

Summary

I am a passionate candidate who drives for results, loves new challenges, and strives for excellence and efficiency. My strengths are in: Administrative Office Management, Advertising, Animal Advocate, Cash Management, Client Education, Customer Service, Event Planning Finance/Inventory Management, IT Troubleshooting, Managing Direct Reports, Marketing, Medical Records, Processing Reporting, Retail Sales, Sales, Scheduling, Social Media, Sterile Processing Training and Veterinary Medicine.

Overview

23
23
years of professional experience

Work History

Office Administrative Contractor

Self Employed Services
08.2013 - Current
  • Developed operating and service procedures to maintain process consistency.
  • Conducted professional development and systems training to enhance employee skill set, knowledge and production.
  • Scheduled office meetings and client appointments for staff teams.
  • Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
  • Supported room reservations, agenda preparation and calendar maintenance for programs, meetings and events.
  • Coordinated travel arrangements by booking airfare, hotel and ground transportation.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.

Senior Banking Associate

BMO Harris Bank
05.2022 - 01.2023
  • Attended to the customer's needs and provided credit and lending- related sales and service to BMO customers/prospects by maintaining an active knowledge of consumer needs, industry trends and product knowledge.
  • Advised customers on lending/credit card strategies and products to fill their objectives.
  • Fulfilled sales and service activities for customer and make referrals to other departments when needed.
  • Maintained friendly and professional customer interactions.
  • Executed stop payments and account transfers.
  • Handled various accounting transactions.
  • Established rapport with new clients to increase satisfaction and loyalty.
  • Calculated fees due, interest and change for customer transactions.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.

Sterile Processing Technician

Northwestern Medicine
06.2019 - 02.2021
  • Include: disassemble, clean, assemble, sterilize, and store procedure trays, instruments, equipment and supplies according to prescribed procedures, following established infection control practices
  • Dispense supplies directly to the Operating Rooms and maintaining department supply inventory
  • Used effective service recovery skills to solve problems or service breakdowns when they occur
  • Contributed to opportunities that helped create an improved workflow
  • Documented all sterilizing records
  • Maintained and updated department reports
  • Dispensed sterile supplies and trays to hospital departments
  • Disassembles and cleans instruments and equipment using proper technique
  • Assembled instrument trays with high degree of accuracy using the instrument tracking system
  • Performed other duties as assigned
  • Assessed instruments, equipment and containers to promote cleanliness and proper functioning.
  • Wrapped trays, instrument packs and sets.
  • Verified and maintained proper documents and records for sterilization.
  • Corrected instrument sets according to current standards and established count sheets and instrument tracking systems.
  • Inspected sterile package integrity prior to distribution.

Fleet Manager, Insurance Liaison

Suburban Elevator
06.2018 - 06.2019
  • Customer
  • Service/Dispatch
  • Managed all aspects of the 100+ corporate fleet including registration/insurance, Adjusting vehicle inventory, and traffic violations
  • Point of contact for certificates of insurance/liability/workers compensation for active customer sites
  • Customer service and dispatching and general data entry/clerical duties
  • Created new database for more accurate fleet tracking
  • Fielding approximately 50-60 calls daily addressing customer needs
  • Managing elevator entrapments and emergencies as a top priority
  • Dispatching calls in a timely manner to appropriate technician based on pre-established routes
  • Inspected vehicles and requested maintenance tasks be completed within specific timeframes.

Client Care Coordinator

ELK GROVE SPECIALTY AND EMERGENCY, 24 Hour Emergency Veterinary Hospital
07.2015 - 06.2018
  • Managed all aspects of customer care including superior animal care, grief support, medical records, and financial transactions
  • Assisted in training new candidates and technicians on cornerstone
  • Veterinary technician assistant when necessary
  • Improved customer satisfaction by 20% with redesign of comfort room
  • Created standards process and procedures for cremation and body care of deceased animals
  • Improved payment processing standards accumulating in a total savings of over $3000
  • Determined need for special assessment activities for complex cases, effectively handling care plans.
  • Updated policies and procedures, leading continuous improvement of patient assessments and care.

Call Center Manager

Pet Euthanasia Home Services
06.2013 - 11.2013
  • Managed nationwide in-home pet euthanasia service call center
  • Provided superior grief support, customer service, and client education
  • Worked in collaboration with doctors and medical staff to ensure a seamless transition for the customer
  • Developed call center scripts and standard operating procedures
  • Increased territories covered from 3 to 12
  • Determined quality assurance benchmarks and set standards for improvement.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.

Electronics, Wireless, Photo Sales Associate

WALMART, Retail Department Store Johnsburg
08.2011 - 09.2013
  • Provided excellent customer service and sales of electronics and cell phone contracts
  • Managed inventory, modular merchandising, training, and order processing
  • Constantly above average weekly sales of $35,000
  • Operated, inspected and maintained test setups and equipment to detect malfunctions.
  • Upsold customers by recommending accessories and promotions to increase revenue.
  • Accepted and processed payments and purchases for new equipment using POS system.
  • Oversaw signage, pricing and shelf labeling to promote neat, professional presentation.
  • Replenished, faced and organized merchandise on shelving.
  • Maintained lab printers and processing equipment, ensuring proper functioning for each shift.
  • Updated tags, displays and signage for special promotions.
  • Provided high level of assistance to customers regarding special photo projects.
  • Performed opening and closing procedures to keep operations running smoothly.

Office Manager / Veterinary Technician

BANFIELD THE PET HOSPITAL, Animal Hospital
01.2008 - 08.2011
  • Worked directly with medical leaders to establish an environment that supported Banfield's quality of medicine and ensured an exceptional client experience
  • Coordinated procedures and services with field leadership, central team support, Petsmart, medical staff, and associates
  • Selected, trained, mentored and supervised the client services team to ensure efficiency, productivity, and the highest quality care to pets and their owners
  • Assisted medical staff with basic veterinary procedures
  • Managed 15 direct reports including front office and veterinary technicians
  • Developed new intake process that increased speed and efficiency by 50
  • Greeted pet owners and went over available services, outlined costs and determined special needs of animals under care.
  • Answered owner animal health questions and advised on best care practices.
  • Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
  • Triaged incoming patients to determine treatment needs and urgency of care.

Client Services Coordinator / Veterinary Assistant

CARE ANIMAL HOSPITAL, Animal Hospital
11.2006 - 02.2008
  • Provided superior customer service from entry to exit
  • Responsible for scheduling, charts, in-taking of pets, lab results, and administrative duties
  • Managed veterinary dental program
  • Provided exceptional grief support, customer service, and client education
  • Decreased dental extraction patients by 10% by implementing new customer reminder program
  • Rotated merchandise and displays to feature new products and promotions.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Maintained store equipment, printers and fax machines.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Education

Business Administration Focus

WILLIAM RAINEY HARPER COLLEGE
Palatine, IL

Skills

  • Organization/Event Planning Specialist
  • Microsoft Office (Excel, Outlook, Word,PowerPoint)
  • Adobe Acrobat
  • Social Media for Business (Facebook, Twitter, Hootsuite, Pinterest, Instagram, Snap Chat, LinkedIn)
  • Cornerstone & Easy Vet
  • Total Service Construction Software
  • Compliance Depot
  • POS Systems
  • Getinge/Sterrad/STERIS/Dornoch Cleaning and Sterilizing Equipment
  • Financial Servicing Software (Pulse Secure VPN,TPSS, Check Vision, FIS eAccess(IDA), FIS Card management system, FDI, Avaya, FXD, Harris express loan pay system(HELP), Host, DBAT, Partner Care(ACH bill pay), Compass(Zelle), Workforce, Workday
  • Customer Service
  • Customer and Client Relations

Timeline

Senior Banking Associate

BMO Harris Bank
05.2022 - 01.2023

Sterile Processing Technician

Northwestern Medicine
06.2019 - 02.2021

Fleet Manager, Insurance Liaison

Suburban Elevator
06.2018 - 06.2019

Client Care Coordinator

ELK GROVE SPECIALTY AND EMERGENCY, 24 Hour Emergency Veterinary Hospital
07.2015 - 06.2018

Office Administrative Contractor

Self Employed Services
08.2013 - Current

Call Center Manager

Pet Euthanasia Home Services
06.2013 - 11.2013

Electronics, Wireless, Photo Sales Associate

WALMART, Retail Department Store Johnsburg
08.2011 - 09.2013

Office Manager / Veterinary Technician

BANFIELD THE PET HOSPITAL, Animal Hospital
01.2008 - 08.2011

Client Services Coordinator / Veterinary Assistant

CARE ANIMAL HOSPITAL, Animal Hospital
11.2006 - 02.2008

Business Administration Focus

WILLIAM RAINEY HARPER COLLEGE

Similar Profiles

CREATE PROFILE
Michelle Kwasniewski Manager