Cat Bohm Email & Phone Number

United States

BE KIND always

San Francisco, California

Our mission at Wine.com is to promote the wine lifestyle, through innovation. Headquartered in San Francisco, right between California’s wine country and Silicon Valley, we’re passionate about using technology to bring you the world of wine at your fingertips.As the Director of Customer Service, I am confident in what we do and in the service we provide. We have in-house customer service centers on both coasts ready to assist. • Responsible for direct reports’ training and development.• Coaches Customer Service Team in order to achieve high performance.• Structures the training agenda for department members.• Measures Customer Service Representatives’ performance and makes employment decisions.• Key contributor in creating and implementing the annual Customer Service budget.• Develops and implements procedures pertinent to the effective and efficient operation of the Customer Service Department.• Sets performance standards to meet service goals of the company.• Plans and executes to holiday work force plan.• Quarterly presentation with executive team to review key metrics.• Weekly meetings with manager to discuss department needs/issues/achievements.• Reviews expenses and service trends with manager monthly.• Oversees customer issues and ensures effective and long-term problem resolution.• Provides feedback to the company regarding service failures or customer concerns.• Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes.• Assists Customer Service Representatives in troubleshooting orders that require special handling.• Responds to customer inquiries and problem solving in a professional and effective fashion.

San Ramon, California

Started employment with ORHP as a Training Specialist and was promoted to the Employee Development Sr. Manager after 6 months. Conducted formal needs assessments and created new training programs and/or enhanced existing training programs encompassing Product Knowledge, Interpersonal and Communication Skills, Sales and Customer Service Skills, Systems Usage, Process Knowledge, Policies and Procedures and new hire orientation. Created job aids, scripting, certification tests, employee evaluations and quality assurance processes.Was promoted to the Call Center Manager late in 2003. Managed the operation of an inbound/outbound Call Center staffed with 200 employees providing customer service and sales in the home warranty industry. Met budget, productivity and sales goals, while also maintaining an excellent customer satisfaction rating by the Department of Insurance. Achieved these goals while also successfully leading the Call Center through a major organizational change that impacted job duties, pay structure and leadership.

Danville, California

Training Design, Consulting and Professional Trainer in Sales, Service, Coaching and LeadershipConducted formal needs assessments and created new training programs and/or customized existing training programs for companies in a variety of industries. Created programs encompassing Product Knowledge, Interpersonal and Communication Skills, Sales and/or Customer Service Skills, Systems Usage, Process Knowledge, Policies & Procedures and new hire orientation. Created accompanying job aids, certification tests, evaluation forms, experiential exercises, group activities and Leader Training programs.Designed, implemented and directed the Management Learning Forum, Supervisor Development Series, TeleSales Skills Development and Customer Service Skills Development training programs, all of which offered custom job and skill specific training seminars providing an opportunity for ongoing skills development and peer-level networking. These programs included a certification and an evaluation process.Participated as a Training and Design Consultant in the project development, enhancement, training and implementation of multiple industry specific, proprietary systems, policies and processes. Created sales pipeline models, reporting guidelines, territory management plans, bonus structures, sales support tools, quality assurance programs, incentive programs, training programs and sales call guides for current Company as well as for client-specific Sales Managers/teams in multiple industries, selling a wide variety of tangible/intangible products.

San Francisco, California

Worked as a contracted consultant providing dedicated training and development support to the Inside Sales Channel of Pacific Bell in San Francisco, California. In that capacity, I worked closely with Pacific Bell Inside Sales team members within their Operations, Management and Sales Teams to support all training needs associated with specific sales campaigns. Created new training programs and/or enhanced existing training programs encompassing Product Knowledge, Interpersonal and Communication Skills, Sales and Customer Service Skills, Systems Usage, Process Knowledge, Policies and Procedures and new hire orientation. Created job aids, scripting, certification tests, employee evaluations and quality assurance processes that were campaign specific and based on client specified needs.

Monterey Park, California

Started employment as a Customer Service Representative in their Call Center responsible for customer support for the Arrowhead Water home and business delivery channel. Promoted to Customer Service Specialist and then Customer Service Team Leader. Transitioned to a broader position as a Training Specialist and ultimately the Performance Improvement Manager for Perrier Group of America, supporting multiple brands across the United States.