Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
Generic

ALISA MARRERO

Gary

Summary

Detail-oriented office manager known for optimizing workflows and enhancing team performance. Experienced in budget management and continuous process improvement, dedicated to achieving operational excellence and improving client satisfaction while also fostering a positive team environment.

Overview

21
21
years of professional experience

Work History

Office Manager

Chicago Steel Holdings
Gary
06.2016 - 11.2025
  • Coordinated schedules and meetings for management and staff to enhance communication.
  • Organized office operations, ensuring efficient workflow across departments.
  • Trained administrative staff on office procedures and software applications.
  • Assisted in budget planning by tracking expenses and identifying discrepancies.
  • Monitored client payments, contacting clients regarding overdue accounts.
  • Tracked invoices and payments to ensure accuracy of accounts receivable and payable.
  • Resolved customer inquiries promptly while maintaining positive client relationships.
  • Developed communication strategies to facilitate interdepartmental collaboration.

Customer Service Manager

Chicago Steel
Gary
07.2011 - 06.2016
  • Resolved customer complaints with empathy and professionalism.
  • Trained new staff on customer service protocols and systems.
  • Developed training materials to enhance team performance and service delivery.
  • Conducted regular team meetings to discuss service improvements and updates.
  • Monitored customer feedback to identify trends and areas for enhancement.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Monitored staff performance to ensure adherence to customer service standards.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
  • Delegated work to staff, setting priorities and goals.

Customer Service Representative

Chicago Steel
Gary
06.2004 - 07.2011
  • Resolved customer inquiries swiftly using company knowledge base and ticketing system.
  • Managed customer accounts by updating information and processing orders efficiently.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.

Education

Some College (No Degree) - Respiratory Therapy

Indiana University, Northwest
Gary, IN

Some College (No Degree) - Business Administration And Management

Indiana Wesleyan University
Merrillville, IN

Skills

  • Office management and coordination
  • Budget planning and forecasting
  • Employee onboarding and training
  • Customer relationship management
  • Leadership development and mentoring
  • Problem solving and analysis
  • Process improvement and optimization

Affiliations

Active member of Cindy's Girls Foundation a nonprofit organization who's main focus ia supporting both survivors of cancer and domestic violence. We also pour into the local youth with giveaways for school supplies, shoes, and prom dresses throughout the year.

References

References available upon request.

Timeline

Office Manager

Chicago Steel Holdings
06.2016 - 11.2025

Customer Service Manager

Chicago Steel
07.2011 - 06.2016

Customer Service Representative

Chicago Steel
06.2004 - 07.2011

Some College (No Degree) - Respiratory Therapy

Indiana University, Northwest

Some College (No Degree) - Business Administration And Management

Indiana Wesleyan University

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ALISA MARRERO