KELLY LITWICKI
Frankfort
Summary
Senior customer service and operations professional with 15+ years of experience handling customer inquiries, resolving escalated concerns, supporting account management, and coordinating communication between departments in fast-paced environments. Proven ability to build strong customer relationships, provide solutions to complex customer issues, mentor team members, and maintain high customer satisfaction standards. Experienced in call center operations, payment processing, scheduling, training, and administrative support. Proficient in Microsoft Word, Excel, Outlook, and customer service systems.
Overview
16
16
years of professional experience
Work History
Operations Supervisor
ABM at CSL Behring
Bradley
04.2024 - Current
- Coordinated operational and supply needs with RS Night Manager Mike Brown, ensuring facility readiness.
- Managed overnight facility operations and staffing coordination in fast-paced healthcare environment, enhancing service delivery.
- Respond to operational concerns, client requests, and escalated issues while maintaining customer satisfaction and service standards.
- Coordinate communication between departments to resolve issues efficiently and support operational needs.
- Supervised team members, streamlined scheduling, and trained staff on operational procedures to maintain efficiency.
Customer Service & Sales Support Specialist
AERO Rubber Company
Tinley Park
02.2023 - 10.2023
- Resolved customer concerns, claims, and order-related issues, ensuring satisfaction and maintaining a professional service standard.
- Responded to customer inquiries about orders, shipments, and product information, enhancing customer account support.
- Collaborated with internal departments and international customers to facilitate worldwide orders and improve customer satisfaction.
Executive Assistant
MECA Engineering Corp.
Merrillville
02.2020 - 01.2023
- Managed executive schedules and coordinated appointments for senior leadership.
- Coordinated employee support, onboarding, scheduling, and administrative operations to enhance efficiency in fast-paced office environment.
- Facilitated communication among major clients, vendors, management, and employees to maintain seamless daily operations.
- Organized company events and meetings, ensuring seamless logistics and communication.
- Prepared and edited correspondence, reports, and presentations for internal use.
Customer Service & Scheduling Manager
Sherlock's Carpet & Tile
Orland Park
08.2020 - 02.2022
- Addressed customer concerns, warranty claims, and manufacturer issues, enhancing customer satisfaction and loyalty.
- Facilitated customer communication on installation timelines, scheduling updates, and project status to ensure transparency and satisfaction.
- Coordinated scheduling for carpet and tile installations and repairs.
- Managed team schedules to optimize workflow and resource allocation.
- Communicated with clients to confirm appointments and service details.
Department Supervisor / Customer Service Leader
Lowe's
Bourbonnais
06.2017 - 08.2020
- Trained and mentored team members on customer service best practices and department procedures to improve team effectiveness.
- Resolved escalated customer concerns and complex service issues to enhance customer satisfaction.
- Assisted walk-in customers and telephone inquiries, ensuring adherence to excellent customer service standards.
Customer Service Manager
Comcast
Tinley Park
01.2013 - 06.2016
- Managed customer service operations, resolving escalated complaints to enhance customer experience in high-volume environment.
- Managed customer service team to ensure quality support and satisfaction.
- Coordinated communication between departments, facilitating timely issue resolution and improving overall customer satisfaction.
- Trained staff on company policies, procedures, and best practices.
- Developed training materials to enhance employee performance and knowledge.
Customer Service Call Center Representative
Comcast
Tinley Park
09.2010 - 01.2013
- Managed high-volume inbound calls to address customer inquiries and concerns.
- Handled high-volume inbound customer inquiries on billing, products, account concerns, and service issues to ensure customer satisfaction.
- Provided technical support for Comcast services and products to enhance user experience.
- Processed customer payments while maintaining accurate customer account documentation to support service quality.
- Documented customer interactions accurately in the company’s CRM system.
Education
Bachelor's Degree - Business Management
DeVry University
High School Diploma -
Lincoln Way East
Skills
- Customer Service
- Escalation Resolution
- Customer Account Management
- Complaint Resolution
- Call Center Operations
- Client Relations
- Payment Processing
- Telephone Support
- Cross-Functional Communication
- Team Leadership
- Scheduling
- Administrative Support
- Microsoft Word
- Microsoft Excel
- Outlook
- Problem Solving
- Customer Satisfaction
- Training & Development
- Time Management
- Data Entry
- Communication
Timeline
Operations Supervisor
ABM at CSL Behring
04.2024 - Current
Customer Service & Sales Support Specialist
AERO Rubber Company
02.2023 - 10.2023
Customer Service & Scheduling Manager
Sherlock's Carpet & Tile
08.2020 - 02.2022
Executive Assistant
MECA Engineering Corp.
02.2020 - 01.2023
Department Supervisor / Customer Service Leader
Lowe's
06.2017 - 08.2020
Customer Service Manager
Comcast
01.2013 - 06.2016
Customer Service Call Center Representative
Comcast
09.2010 - 01.2013
Bachelor's Degree - Business Management
DeVry University
High School Diploma -
Lincoln Way East