Kat Alexander Email & Phone Number

Garland, Tx

• Key member of Operations Management team, managing Order Management team comprised of 6 FTE’s.• Staff development through training to ensure team stayed current on product and customer buy / buy back projects increasing revenue, as well as growing the team’s proficiency in frequently used platforms i.e. SAP, Salesforce. • Staff utilization on projects outside of day-to-day order fulfillment specifically for major purchasing, allocating team members to other teams as needed to achieve exceeding SLAs for order delivery.• Point of contact for all escalated Complaint Resolution ensuring exceptional customer experiences.• Conduct Service Excellence Quarterly Business Reviews (QBR’s) with existing and new distributor partners to ensure exceptional customer experiences are being achieved, as well as identifying opportunities for improvement customization of customer order processing.

United States

Leadership role with direct responsiblity to porfolio of B2B mid to large size clients across the midwest and midsouth. Responsible for cultivating and maintaining strong client relationships.Ensuring high-quality service delivery and exceeding service level agreements.Overseeing the execution of ARO's services, including implementations, daily operations, site inspections and performance reviews.Identifying cost-saving opportunities to optimize client accounts.Execute on contract expansion and renewal through day to day relationships, as well as QBR and ABR meetings.

• Managed and grew all segments of contracted scope for existing accounts such as Pizza Hut, Sabre and RealPage, managing on site teams in client environments around back office administrative support for the purpose of being invited back for contract extensions and renewals. • Identified and developed multiple employees into successful business unit leaders expanding their value to the company with increased bandwidth of services they could support, reducing attrition in entry level onsite staff.• Prioritized work, managed staff levels to achieve exceeding SLA’s, delivery of services, and quality assurance of full scope of work to be invited to achieve expansion and renewal opportunities.• Directed entire new hire process and directed all new and ongoing training of 60+ site employees, directly impacting their ability to provide the highest level of support to the client and excellent client satisfaction ratings. • Directed multiple account implementations including site-specific SOPs, workflow, staffing, cost efficiencies, and reporting, all to achieve exceeding SLA expectations and to be invited to expansion and renewal opportunities.

Dallas Tx

Wore many hats within this organization on the operations side of the house, achieving operational excellence for clients such as Intuit, Infosys, Federal Reserve, Match.com, SRS, Exco and more.

Dallas/Fort Worth Area

Dallas-Fort Worth Metroplex

• Achieved service renewal/expansion thru established executive leadership relationships for clients such as FAA, GE, Deloitte, and Getty Images.• Managed resources to successfully over deliver on performance targets.

Las Colinas, Tx

• Managed and influenced relationships with client executive leadership through integrity while working with internal department heads to resolve unpaid invoices while establishing strong long-term relationships.• Highly effective customer advocate and project manager for resolution of high-profile customer billing issues of 160 major account portfolio for large government, healthcare, and education systems.• Established strong customer relationships with executive leadership while strategically aligning and transforming organizational structure and optimizing process improvement.• Created Priority Action Reporting specific to each individual customer project resolution that could be leveraged internally as well as shared as regular updates with the customer.• Recognized for highly professional, tenacious, and enthusiastic approach to problem solving demonstrating exceptional level of detailed communication and follow up. • Achieved high percentage of customer retention through positively impacting client expectations by creating customized solutions with specialized invoicing, as Oracle system was frequently inflexible and not customizable to specific customer billing requirements.