Summary
Overview
Work History
Education
Skills
Timeline
3f

Theresa Kiwak

Rockville,VA

Summary

Proven track record in enhancing customer satisfaction and streamlining operations, demonstrated during my tenure at DPOR. Expert in customer support and problem resolution, I excel in team collaboration and efficient data entry. Achieved significant improvements in process efficiency and customer service quality, leveraging both interpersonal and technical skills to drive positive outcomes.

Overview

33
33
years of professional experience

Work History

Customer Service Associate

Wegmans
  • Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
  • Collaborated with cross-functional teams to improve overall customer experience and satisfaction levels.
  • Contributed to creating a positive company culture through active participation in team meetings and events.
  • Stayed updated on company policies and product offerings to provide knowledgeable assistance to customers.
  • Adapted quickly to changes in business processes or technology updates, minimizing any impact on the level of service provided to customers.
  • Supported fellow team members in resolving complex issues by sharing expertise and advice when needed.
  • Navigated multiple systems simultaneously while assisting customers, increasing efficiency and reducing handle time.
  • Streamlined communication between departments by proactively sharing relevant customer feedback and insights.
  • Promoted a positive brand image by consistently delivering top-notch service experiences for all customers.
  • Managed high call volumes while maintaining a professional and friendly demeanor towards customers.

Education Specialist

DPOR
07.2023 - Current
  • Followed all company policies and procedures to deliver quality work.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Collaborated with cross-functional teams to achieve project goals on time and within budget.
  • Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
  • Enhanced customer satisfaction with timely and accurate issue resolution.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Gathered, organized and input information into digital database.

Licensing Specialist

DPOR
01.2021 - 07.2023
  • Developed comprehensive training materials for new team members, ensuring consistent understanding of licensing policies and procedures.
  • Accomplished successful renewal of expiring licenses through meticulous preparation, submission, and follow-up of relevant documentation.
  • Provided exceptional customer service to applicants, addressing inquiries with accurate information and timely responses.
  • Enhanced cross-functional collaboration between departments through effective communication and coordination of licensing activities.
  • Reduced processing time for license approvals, implementing standardized procedures and documentation requirements.
  • Facilitated the resolution of complex issues surrounding licenses through effective mediation between stakeholders.
  • Leveraged industry knowledge to advise clients on best practices for maintaining compliance with regulatory requirements.
  • Coordinated cross-departmental efforts to implement process improvements aimed at enhancing overall licensing operations efficiency.
  • Provided expert guidance to internal teams regarding interpretation and application of relevant rules, regulations, policies, and guidelines pertaining to licensing.

Administrative Assistant

CDCW
01.2020 - 01.2022
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
  • Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
  • Maintained inventory of office supplies and placed orders.
  • Facilitated cross-departmental communication, organizing meetings to discuss project progress and align objectives.
  • Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.
  • Maintained confidentiality of sensitive information, adhering strictly to data protection regulations.

Office Manager

Advanced Control Technology Inc
04.1991 - 12.2014
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
  • Streamlined office operations by implementing efficient filing systems and organizational strategies.
  • Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
  • Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.
  • Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
  • 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.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Education

Mechanical Engineering

I Sargent Reynolds Community College
Henrico VA

Graduate - College Preparatory

Mountain High School
West Orange, NJ
06.1982

Skills

  • Customer Service
  • Customer Support
  • Problem Resolution
  • Team Collaboration
  • Customer Complaint Resolution
  • Complaint Handling
  • Complex Problem-Solving
  • Multi-Line Phone Systems
  • Calm and Professional Under Pressure
  • Teamwork and Collaboration
  • Computer Skills
  • Data Entry

Timeline

Education Specialist

DPOR
07.2023 - Current

Licensing Specialist

DPOR
01.2021 - 07.2023

Administrative Assistant

CDCW
01.2020 - 01.2022

Office Manager

Advanced Control Technology Inc
04.1991 - 12.2014

Customer Service Associate

Wegmans

Mechanical Engineering

I Sargent Reynolds Community College

Graduate - College Preparatory

Mountain High School

Similar Profiles

CREATE PROFILE
Theresa Kiwak