- Volunteer Work
- Animal Welfare Advocacy
- Fundraising Events
- Getting involved in local advocacy groups to promote positive change in the community
- Offering time and support to shelters for the homeless, women, and animals
Raymond G Drish Jr
Justice,Illinois
Summary
Dynamic client services professional with extensive experience in managing and nurturing client relationships to ensure optimal satisfaction. Demonstrated expertise in team collaboration and effective communication, consistently driving results through adaptability and innovative problem-solving. Proficient in conflict resolution and project management, dedicated to fostering positive client experiences that enhance loyalty and retention. Committed to reliability and flexibility, with a strong focus on aligning efforts with organizational goals while exceeding client expectations.
Overview
31
31
years of professional experience
Work History
Client Services Manager
Illinois State Toll Highway Authority
07.2021 - Current
- The Client Services Manager responsibilities include but are not limited to:
- Responsible for performance management of direct reports, including but not limited to coaching, annual performance evaluations and delivering disciplinary action.
- Improves customer service quality results by evaluating and re-designing processes and establishing metrics to thoroughly monitor and analyze results
- Promptly assist direct reports with escalated issues or cases as needed
- Perform operational tasks to assure goals are met, including analyzing direct reports quality performance, productivity and call trends, providing coaching/guidance when needed
- Prepares daily performance reports to analyze trends and opportunities
- Evaluates operational needs and work level requirements to assist in determining staffing needs.
- Assists remote users in trouble shooting basic phone/computer equipment issues
- Maintaining a positive, empathetic and professional attitude toward customers and direct reports.
- Adhere to all data security and privacy laws and policies as they relate to the retention, transmission and sharing of confidential and/or protected customer or employee information.
- Position Description
- Maintain up-to-date knowledge of the Illinois Tollway regulations, policies and procedures
- Perform other duties as assigned
Plaza Supervisor
Illinois State Toll Highway Authority
12.2016 - 06.2021
- This position is responsible for managing all Plaza operations and provides supervision to all employees assigned to the Plaza. Responsible for all manual toll collection at assigned plaza. Includes but not limited to security, compliance of policies and procedures, plaza fund, transition of funds to money truck personnel. Administers Collective Bargaining Agreement (CBA) fairly and equitably. Schedules all assigned Toll Collectors. Verifies Toll Collector time and attendance record for accuracy each pay period. Recommends and applies discipline when warranted.
- The Plaza Supervisor reports directly to the Plaza Manager or District Supervisor. The incumbent oversees the daily activities of all Toll Collectors. Location assignments are subject to change per operational need.
- The incumbent is responsible for organizing and managing all Plaza funds, issuing banks, selling coins to toll collectors, supervising de-vaulting and securing the revenue from automatic lanes for transfer to the Money Room and ensuring that all revenues are accounted for and secure. This position also oversees employee payroll, which includes verifying and totaling of hours worked on timekeeping system; documentation of utilized benefit time.
- Supervisory duties entail the equitable scheduling of employees, coordinating shift and lane assignments. This also includes vacation scheduling and preparing the master schedules for all employees to ensure that appropriate lanes are staffed to accommodate traffic.
- The incumbent ensures the training of all Toll Collectors for assignment of Collector-In-Charge duties. The incumbent is responsible for plaza personnel safety; also ensures customer service needs are met for both internal and external customers. The incumbent is responsible for monitoring traffic demands and scheduling accordingly to further ensure safety of the motoring public as well as meeting service demands.
- The incumbent conducts and responds to step one (1) grievance procedures as outlined and stipulated in the CBA with SEIU Local 73, and is responsible for the equitable application of all rules and regulations contained within the Personnel Policies and Procedural Manual, Toll Services Collector-In-Charge Manual and the Toll Services Administrative Directives Manual toward all personnel working in the Plaza.
- The incumbent recommends actions for discipline to the Plaza Manager and /or the District Supervisor when necessary. This includes, but is not limited to verbal and written warnings and suspension recommendations.
- Oversaw daily operations of toll collection processes to ensure efficiency and accuracy.
- Trained and mentored staff on operational best practices and safety protocols.
- Implemented process improvements that enhanced workflow and reduced downtime.
- Conducted performance evaluations and provided constructive feedback to team members.
- Managed conflict resolution among team members to foster a collaborative work environment.
- Developed training materials to enhance employee knowledge of toll operations and procedures.
- Collaborated with cross-functional teams to align operational goals with organizational objectives.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- 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.
Fire Department Administrator
Town of Cicero Fire Department
04.2016 - 11.2016
- I oversee the administrative operations of the Cicero Fire Department central office located at 5303 West 25th Street in Cicero, Illinois. My duties include the distribution of incoming calls to the department as well as assisting the Chief and Deputy Chief of the department. I also administer the distribution of the city’s Smoke and Carbon Monoxide detectors to its residents free of charge. In addition, I oversee the scheduling of the department fire safety program to the city’s area schools and well as the participation of the department in all special events.
Public Service Representative
Illinois Secretary of State
04.2011 - 04.2016
- Administers road examinations for C,D, and M classifications, serves as information clerk, review and completes drivers license applications, administers vision tests to applicants, administer and grades written drivers examinations. Balances cash or checks with validation tape totals to assure that all fees are accurately accounted for, prepares deposit records or other routine financial documents necessary to process collected fees. May prepare reports on applications processed, performs cashiering functions for drivers license fees and the renewal of license plates stickers, performs other duties as assigned.
- Provided exceptional customer service by addressing inquiries and resolving issues effectively.
- Processed applications and documents accurately, ensuring compliance with regulatory standards.
- Educated the public on licensing requirements, policies, and procedures to enhance understanding.
- Collaborated with team members to streamline operations and improve service delivery efficiency.
- Mentored new staff on best practices in customer interaction and administrative processes.
- Implemented process improvements that reduced waiting times for service requests significantly.
- Analyzed feedback from clients to identify areas for enhancement in service offerings.
- Utilized strong interpersonal skills to establish rapport with a diverse clientele, demonstrating empathy and understanding while maintaining professional boundaries.
- Developed comprehensive resource guides for clients seeking information about available benefits or support programs within the community.
- Provided exceptional customer service both over the phone and in person, addressing questions or concerns promptly while maintaining a positive attitude under pressure.
- Handled complex cases with sensitivity and professionalism, providing appropriate resources and referrals for individuals in need of specialized assistance or crisis intervention.
Catering Manager
Heritage Manor Catering
10.1997 - 12.2010
- Responsible for the organization and execution of all catering events in a professional and presentable manner including managing all catering staff. Worked closely with catering chef to ensure all food produced and cooked was of high quality. Responsible for the cleanliness of all areas of operation and equipment used in food preparation. Maintained food and labor costs in accordance with management goals. Met with customers to plan, discuss, and propose suitable events and menus. Delivered and set-up catering events. Maintained good public relations to ensure business growth. Performed other duties as assigned by management.
Deputy Director
City Clerk of Chicago
05.1995 - 12.2000
- Directly managed staff in the development and implementation of policies and procedures to maintain effective and efficient day to day operations of the office. Directed vehicle sticker operations at all field site locations including aldermanic offices while managing the revenue collection and issuance of city vehicle stickers. Reviewed financial reports of monies collected and licenses issued to ensure appropriate accounting of collection activities. Participated in the negotiating of union contracts for employees of the office. Performed other duties ass assigned.
- Led initiatives to improve city clerk operations and streamline administrative processes.
- Developed strategic plans to enhance public engagement and service delivery efficiency.
- Oversaw budget management, ensuring optimal allocation of resources for departmental projects.
- Collaborated with cross-functional teams to implement technology solutions that improved workflow efficiency.
- Mentored and trained staff on best practices in records management and public information dissemination.
- Analyzed data trends to inform policy decisions and enhance community outreach programs.
- Established performance metrics to evaluate departmental effectiveness and drive continuous improvement efforts.
- Represented the City Clerk's office in intergovernmental meetings to advocate for legislative changes and initiatives.
- Fostered a positive work environment by promoting collaboration, transparency, and open communication among team members.
- Developed strategic plans to achieve organizational goals, ensuring alignment with company''s mission and vision.
- Oversaw project management efforts, ensuring timely completion of projects within allocated budgets and scope.
- Monitored performance metrics, analyzing trends to identify areas requiring attention or improvement.
- Coordinated cross-functional teams to successfully execute large-scale projects on time and within budget constraints.
- Collaborated with other department heads to ensure smooth functioning of organizational activities.
- Improved coordination and communications across organization to increase operational efficiency.
- Ensured regulatory compliance across all departments through diligent monitoring of policies, procedures, documentation requirements.
- Optimized team productivity by providing ongoing training and support for staff members.
- Enhanced communication within the organization through regular interdepartmental meetings and updates.
- Prepared and submitted accurate, timely management and financial reports and project budgets in [Software].
- Managed budgets and financial resources effectively, optimizing resource allocation for maximum impact.
- Implemented technology solutions that improved workflow efficiency and reduced operational costs.
- Liaised between organization and affiliates and managed networking relationships with funders, partners and vendors.
- Developed thought leadership around specific topics and emerging practice areas in support of budget, financial and operational goals.
- Increased overall efficiency by identifying areas of improvement and implementing necessary changes.
- Evaluated program effectiveness using data-driven approaches, making adjustments as needed to optimize results.
- Determined agenda, developed plans and oversaw implementation of programs and updates.
- Advanced professional development opportunities for staff members through targeted training programs designed to build skills essential for success in their roles.
- Streamlined operations by implementing efficient management processes and policies.
Education
High School Diploma -
St. Rita High School
Chicago, Illinois06.1978
Some College (No Degree) - General Studies
Richard J Daley College
Chicago, IllinoisSkills
- Excellent customer service skills Excellent Mid-Management skills
- Proficient in Microsoft Office 365 mail
- Proficient in Microsoft Office 365 Word
- Proficient in Microsoft Office 365 Teams
- Proficient in Microsoft Office 365 Office
- Proficient in Microsoft Office 365 Excel
- Completion of 2000 Hours of LinkedIn Learning
- Client relationships
- Team development
- Staff training
Accomplishments
- Supervised team of [Number] staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Interests
Timeline
Client Services Manager
Illinois State Toll Highway Authority
07.2021 - Current
Plaza Supervisor
Illinois State Toll Highway Authority
12.2016 - 06.2021
Fire Department Administrator
Town of Cicero Fire Department
04.2016 - 11.2016
Public Service Representative
Illinois Secretary of State
04.2011 - 04.2016
Catering Manager
Heritage Manor Catering
10.1997 - 12.2010
Deputy Director
City Clerk of Chicago
05.1995 - 12.2000
High School Diploma -
St. Rita High School
Some College (No Degree) - General Studies
Richard J Daley College
Personal Statement
- Integrity means being true to ourselves and being honest, upright and decent in our dealings with others. When we are guided by integrity, our thoughts and words are in line with each other, our actions align with our principles. Our conduct speaks for us, more eloquently than words ever could. It becomes the basis for both reputation and self-respect. Integrity demands courage but delivers untroubled sleep.
- Developing integrity requires internal honesty, because we can't be honest with others unless we are honest with ourselves. It requires self-awareness, since we cannot accurately communicate what we do not know. People of integrity can be counted on to stand up for what is right, even if it is unpopular, and to behave with honor even when there is no one around to see. Integrity allows other people to trust us because they know that we value our commitments and seek to live by them.
- In my years in Government, I believe that I have demonstrated these qualities and can be an asset to this company. I work for the people of this state every day and go home knowing that I have done a good job.
- I truly believe that teamwork makes the dream work!