Cathy Klock Email & Phone Number

Philadelphia, Pa, Us

King Of Prussia, Pennsylvania

Exton, Pa

Effectively manage a Customer service center that generates 180m in sales revenue per year. Plan, formulate and develop policies and procedures as well as ensure standardization in accordance with global policies at all Customer Service locations. Lead 3 supervisors and a team of 25 Customer service representatives in the Industrial Center of Excellence for the America’s. Provide a World class level of service in multiple market segments. Build strategies for improving the overall Customer experience and the ability to meet Customer needs. Ensure Customer satisfaction via analysis of key performance indicators as well as Customer satisfaction surveys.Site leader for system conversion to SAP. Primary go to for local system problem resolution. Manage administrative staff of 3 to include front desk receptionist, file room and general administrative support. Local management of health and safety, and site operations.

I spearheaded the operations of the $43M sales-distribution center across two locations, contributing to considerable value additions across the domains of customer service, procurement, inventory, accounting, and Information Technology. I have led the efforts of 16 team members in achieving the corporate objective of efficiency and growth. In addition, my efforts in reestablishing process, procedures, and protocols contributed positively in establishing optimum operations efficiency. Following were my contributions: Rendered best-in-class services to the customers, while addressing queries and resolving problems promptly. Led all operations for procurement to include ordering, receiving, reviewing, and approving functions, while corroborating efficiency and fostering growth. Provided management oversight for inventory functions, leading to optimum investment in stock at all times. Held accountable for managing accounting functions, generating accurate, reliable, and transparent financial statements in compliance with GAAP and appropriate accounting mandates. Leveraged IT infrastructure in researching and testing operations effectiveness; implemented necessary upgrades for achieving improvements in key areas. Ensured smooth conduct of interim and year-end audit functions, while supporting auditors with relevant information.

Msis, Information Technology

Bba, Management/Marketing

Certificate, Six Sigma Black Belt

Certificate, Six Sigma Green Belt

Certificate, Lean Six Sigma