Experience

• 

  American College of Surgeons

  • Chicago, Illinois

  • Manager, Domestic and International Credentials

    • Sep 2016 - Present
    • Chicago, Illinois

• 

  American College of Healthcare Executives

  • United States
  • Non-profit Organizations
  • 700 & Above Employee

  • Assistant Director, Customer Service/Member Engagement

    • Dec 2003 - May 2016

    Manage the customer service center with six customer service representatives and a $100,000 budget. Lead the Voice of the Customer Committee to deploy and integrate listening and learning methodology throughout the organization for higher customer satisfaction and engagement.• Functioned as an examiner for the Illinois 2013 Gold Award recipient after being fully trained on the Baldrige excellence criteria.• Developed a First Contact Resolution strategy and maintained an 85% FCR rate.• Increased member satisfaction by 5% by designing a communication plan to track satisfaction of members in the certification process.• Designed organization-wide customer-service training programs to ensure fully integrated customer systems organization-wide.• Led six person team to consistently meet customer’s requirements with over 42,000 contacts via email, telephone and Live Chat in the last fiscal year.

  • Administrative Manager

    • Jan 1998 - Dec 2003

    Responsible for facilities management, office staff and overall internal operations. Designed several office policies and procedures for office systems that included telephones, mailroom and reception functions.

• 

  The Marmon Group

  • Greater Chicago Area

  • Administrative Manager/Records Manager

    • Jun 1988 - Jan 1998
    • Greater Chicago Area

    Managed Office Operations including the mailroom, reception areas. Automated records management and accounts payable operations to streamline processes. Fully implemented the activity-based accounting in my areas of accountability. • Established and maintained the automated file-tracking systems for over 44,000 records with customized software program• Facilitated annual seminars on records retention for 60 member companies via Marmon College.• Successfully managed a budget in excess of $3 million.