Michelle W. Cavalco
Bolingbrook
Summary
A distinguished career in coordinating all facets of client services and inside sales support for a leading manufacturing company and 3rd party consolidation companies. An energetic and recognized leader among peers and management with a vision of exceeding any expectation. Organized and meticulous, with excellent communication skills. Adept at building strong relationships with diverse range of customers, co-workers, middle and senior management. Able to coordinate and complete multiple tasks in a time sensitive environment. Quick learner, able to adapt to new protocols and changing environments. Enthusiasm to bring new ideas and a fresh approach to allow for better performance and results.
Overview
36
36
years of professional experience
Work History
Client Service Representative
ALG Worldwide Logistics
Romeoville
09.2020 - Current
- Continuing to support 3rd party consolidation functions. My prior industry experience is of value since I am working with many of the same customers and as in my prior employment and came to ALG with 10+ years of industry knowledge.
- Have brought new ideas to management and suggestions of how to “work smarter not harder” within their current system parameters.
- Have been able to elevate the service level to some current clients that are shared by multiple consolidators and based on my prior relationship with them have increased the volume they bring to ALG.
Client Service Team Lead/Account Manager
Fairrington Transportation (LSC Communications)
Bolingbrook
01.2010 - 06.2020
- Serviced the 3 highest revenue accounts at Fairrington from 2010-2017 estimated at 12 million dollars annually in addition to 10+ smaller active accounts.
- Coordinated, tracked and traced print jobs ranging from 5000-15,000,000 mail piece units per job ensuring on time in home delivery.
- Researched and reported any service failures to clients due to internal processing errors, outside factors (weather, equipment/driver delays).
- Responsible for all new hire department training and integration into company procedures.
- Regularly participated as a member of multiple task teams and Kaizen events over the years to improve processes externally and internally. Measurable “waste” reduced and created significant improvement in time management.
Senior Customer Service Representative
Russell-Stanley Corporation (Mauser Corporation)
Addison
01.1994 - 01.2010
- Oversaw all order fulfillment, customer relationship development and maintenance of all internal customer profiles. Provide administrative and technical support to 5 regional sales representatives as well as periodic nationwide support to Western, Eastern and Southwestern regions.
- Created all Standard Operating Procedures (SOP’s) for the Customer Service Department within my division and trained all CSR’s on processes.
- Participant in Value Stream Mapping program and exercises for attaining future goals.
- Reduced Corrective Action Requests within Customer Service Department to less than 1% annually through extensive product training and developing procedural checks and balances systems.
- Achieved greater than 85% customer satisfaction based on results of corporate surveys.
- Aided in ISO 9001:2000 Certification with zero findings within department and consistently maintained required service levels that exceeded certification standards.
- Provide cross-functional team training, coaching and mentoring within Midwest region for all new and existing Customer Service employees. Designated contact person for corresponding personnel in other regions by the direction of corporate office.
- Member of the task team responsible for the upgrade of our customized software in 2000. Traveled to all facilities (WV, CA, TX, AL, NJ) to assist with implementation.
- Successfully completed Motivation and Team Leader seminar in 2002 and implemented learned techniques providing improved performance and moral.
Placement Coordinator
ProStaff Personnel Services
Downers Grove
01.1992 - 01.1993
- Responsible for recruiting candidates to meet approximately 75 clients temporary staffing needs.
- Daily pre-screening, interviewing, coordinating orientation procedures and assessing computer skills and literacy.
- Visited existing clients to assess needs for special projects enabling the placement of the most qualified candidate and meet client’s requests with an exceptional level of professionalism.
- Processed payroll weekly for all currently staffed temporary employees.
ProStaff Personnel Services
Downers Grove
01.1990 - 01.1992
- Chrysler Credit, successfully managed portfolio of 30-day delinquencies and periodically collected on 30-45-day delinquencies.
- Whirlpool Factory Service, provided residential customers with repair information and service quotes for full line of appliances. Created work orders for technical assistance and dispatched technicians based on daily routing schedules.
- Unisys Corporation, confirmed attendance for nationwide computer seminars in a call center atmosphere and acted as back up for Message Center Service when needed.
Education
B.S. - Finance
Eastern Illinois University
Charleston, IL01.1987
Diploma -
Oak Park – River Forest High School
Oak Park, IL01.1983
Skills
- Account management
- Customer relationship management
- Order fulfillment
- Technical support
- Data analysis
- Client satisfaction
System Experience
- Proficient in Microsoft, Excel, Word, Gmail, Outlook
- AS400, Truck Mate, Material Tracking & Control, Enterprise Transportation Systems
Timeline
Client Service Representative
ALG Worldwide Logistics
09.2020 - Current
Client Service Team Lead/Account Manager
Fairrington Transportation (LSC Communications)
01.2010 - 06.2020
Senior Customer Service Representative
Russell-Stanley Corporation (Mauser Corporation)
01.1994 - 01.2010
Placement Coordinator
ProStaff Personnel Services
01.1992 - 01.1993
ProStaff Personnel Services
01.1990 - 01.1992
B.S. - Finance
Eastern Illinois University
Diploma -
Oak Park – River Forest High School