Cathy J. Email & Phone Number

Reno, Nevada, United States

Supporting the freight division and managing administrative office responsible for shipping goods to Amazon Fulfillment Centers nationwide. Company is closing Reno warehouse effective April, 2024. Selected to be part of warehouse closing/transition team. • guiding pickers/packers/truck loaders on daily tasks and work prioritization• waving and routing all orders through Amazon’s vendor system• communicating daily with trucking partners regarding pickups and trailer swaps• producing all Bills of Lading• greeting all drivers• developing and documenting department procedures

Reno, Nevada, United States

Supported recruiters handling direct hire positions in the Finance and Accounting fields. • greeting both candidates and clients cheerfully, professionally, and confidentially• sending, reviewing, recording, and following up on candidates’ documents • creating electronic fee agreements for clients via DocuSign• maintaining accurate and timely records in Salesforce• implementing and monitoring background checks on candidates• formatting and proofreading candidates’ resumes for presentation to clients • documenting department procedures

Reno, Nevada, United States

Returned to prior employer upon their opening of a Reno office location. • training newly hired customer service colleagues• heavy customer interaction on accounts ranging from trade shows, special products, imports and exports via ocean ports, and medical machines, including last role of supporting the company’s largest customer• constant communication with Operations and Warehouse staff to fulfill customers’ needs• doing research on behalf of customers to ensure delivery dates were correct, in particular for trade shows, and researching what size vehicles could or could not access specific pickup or delivery sites• rating orders and calculating space required and transit times based on shipment sizes and origins/destinations

Reno, Nevada, United States

Supported the day to day and long-term operations for a Homeowners Association consisting of 376 units in a high-rise environment. • handling heavy homeowner correspondence in a warm and friendly manner, often serving as the first point of contact regarding their account, the building/neighborhood, rules and regulations, and neighbor issues• quickly changing priorities due to unexpected situations in the building, including communicating with residents regarding resolutions to building emergencies• producing complex and lengthy Board packets • explaining charges to homeowners on their statements, including HOA fees and fines• filing HOA documents through FirstService’s e-filing system (DocuWare) for recovery as needed

San Jose, California, United States

Supported the fundraising team with annual fund appeals and a $50M capital campaign. • developing donor correspondence, including highly personalized thank you letters based on the donor’s history• maintaining timely, accurate, and confidential donor records • writing grant reports about programs, including descriptive and financial information • handling registration for The Tech Awards, The Tech’s largest annual fundraising event (1,500 guests)

San Jose, California, United States

Quickly promoted from Training Manager to Director of Customer Service, managing 15 customer service staff members who have the first line of external contact with customers and internal contact with multiple departments.As Training Manager, was responsible for:• developing individualized training programs for staff members• documenting procedures for institutional consistency among staff• overseeing company and industry mandated safety training for new hires As Director of Customer Service, was responsible for:• overseeing personnel issues within my department, including interviewing potential employees, employee reviews, disciplinary matters, and entering and tracking commission/bonus data• serving in a leadership role on a multi-department team to implement new industry-specific software, the first upgrade the company had undergone in 15 years• training the Customer Service staff on the software and building their confidence in it• developing ideas for improving our internal communication utilizing this software’s features• heavy written and verbal communication within the organization and with customersIn this position, I received an award from upper management for “Superior Customer Service,” an award given annually to one staff member whom they felt best represented excellent external and internal customer service.

Bachelor Of Arts (Ba), Communication Studies

Education record

Master'S Degree, Non-Profit Administration