Holly Batton Email and Phone Number

Responsible for building, leading and motivating a customer-focused team dedicated to providing the best experience possible to customers.

Manage a team of frontline Customer Service Agents while providing coaching and training for future opportunities within Ecolab. Manage and optimize resources to meet daily service level requirements.

Additional responsibilities to the previous role: Achieved top notch customer service and revenue recognition by creating and reviewing daily/weekly/monthly reports and setting team direction and priorities. Navigated logistical oddities of capital expenditure purchases with customers, sales, accounting and shipping to achieve a winning outcome for all parties. Made talent decisions; hired great team contributors and created on-boarding plans, performed constructive reviews and provide development opportunities. Increased customer satisfaction by decreasing response time and clearly communicating expectations. Improved revenue recognition by creating awareness and enforcing compliance to internal and external auditing policies. Developed a highly effective team with a shared mission by focusing on and driving team engagement, overall responsibility execution and accountability (while having fun!). Promoted and improved customer rapport by creating relationships built on trust, integrity, and results.

Provide leadership to the Order Management team to ensure proper processing and backlog management of orders to meet customers’ requests while providing world-class customer service. Collaborated and communicated effectively with all territory sales leaders, distributors, customers and internal departments to successfully and accurately process purchase orders through to shipment completion. Assist Order Management Manager in driving process change throughout the team and provide back-up coverage. Make critical decisions on the company’s behalf regarding orders/issues. Support and advocate for the Order Management team while collaborating with both internal and external customers

Responsible for the day to day operations of the customer service team. Prioritize and manage the workload to achieve the best customer satisfaction. Represent the group’s results and challenges at a monthly held operations meeting with other department leaders and to upper management. Assist and conduct employee reviews, interviews and training of new members. Manage and approve employee schedules and time off requests. Resolve escalated customer support issues. Serve as resource for fellow employees and customers in finding case-specific information

Process/assist with product return requests, dealer incentives, general inquiries and complaints. Manage high call and email volumes while providing a high level of customer satisfaction

Oversaw and personally managed all township accounting and finance while ensuring strictest compliance with state guidelines and statutes. Communicated frequently and effectively with the following constituents: residents, township board members, county personnel, engineers, attorneys and bankers. Update board members on new accounting policies and state guidelines; recommended board action to promote sound financial review and planning. Initiated and created first township budget, prepared for and managed the annual audit process. Saved tax dollars through working with neighboring city finance directors and other large Minnesota townships to network and share resources.