Katherine Larson Email & Phone Number

Lakewood, Colorado, Us

I perform a variety of routine customer credit communications with external customers and colleagues with a solution focused approach contacting relevant parties to collect payment in a timely manner. Tasks include:- Ensure 400+ customer accounts among 4 different subsidiaries (Mesa Labs, Mesa Canada, Gyros Protein Technologies and Gyros US) are contacted on a recurring basis so payment can be made timely and accounts are brought to optimal financial health- Execute credit verifications via a third party credit reporting site on an average of 10 new customers per month and research customer historical insights to determine customer's credit worthiness to safeguard payment processes- Populate weekly aging reports in Excel for 4 subsidiaries including v-lookups and manipulation of data- Track collection efforts in Excel, NetSuite and incorporate detailed notes in SharePoint on a daily basis- Utilize daily case management functionality in NetSuite to communicate internally to provide efficient responses to customers- Complete customer supplier set up forms (with Mesa Labs as the vendor) to establish accounts with appropriate terms, billing and email preferences

Lakewood, Colorado, Us

I worked on the Bozeman Customer Support Team on the Sterilization Disinfection and Control business unit to provide excellent service to Mesa customers. Tasks included:- Built and maintained business relationships with customers by providing prompt and accurate service to promote customer confidence and loyalty - Processed 150 orders per week on behalf of direct end users and large international distributors totaling to $2M+ in revenue per month exceeding the company’s leading KPI and goal of $1M in revenue per month - Sorted and responded to 50+ tickets daily in HubSpot regarding pricing, inventory, order status and other inquiries so customers receive an accurate and helpful response - Resolved billing inquiries, RMA’s and credit memos with Sales, Accounting and Production teams - Documented Daily Management updates regarding the team’s daily performance to refine accuracy, growth and visibility- Provided ongoing administrative support to the sales team pre and post order processing leveraging opportunities to improve business processes impacting account and data integrity- Collaborated with production and sales teams to follow up on order statuses

Broomfield, Colorado, Us

I supported the mission of the Sales Operations team which is to enable the sales team to thrive.I did this by:- Delivered seamless transactions between contract entry, contract renewal and issue resolution to provide internal employees the best possible working experience- Provided detailed visibility to the organization on contracts, placements and renewals - Developed and elevated the relationship among the sales team and the rest of the company- Proactively reviewed, performed quality assurance and executed an average of 10 contract renewals per month collaborating with Account Executives and Delivery Management teams- Oversaw an average of 50 new Placements per month to ensure candidates are being placed and billed on the correct project and report results on a monthly basis to Sales and Delivery teams- Promoted operational excellence throughout daily tasks

Teaneck, New Jersey, Us

Worked remotely in Colorado on the Cognizant Digital Operations team. Responsibilities included:- Training & Quality Assurance: Evaluated and lead the continuous training of 10 global employees and ensured the team’s compliance with universities and client policies through executing meticulous quality checks of 50 graduate school applications per person per week - Process Optimization: Identified operational inefficiencies and established action plans to address them on a recurring basis in cooperation with global compliance teams and client leadership- Client Relations: Relayed client feedback documented via Salesforce regarding aspects of 30,000 collective graduate school applications to internal global teams to promote customer satisfaction

Arlington, Virginia, Us

- Quality Assurance: Performed an accurate and thorough audit of 50 submitted graduate applications per day for top-tier grad school programs - Cross Functional Collaboration: Proactively communicated with Admissions (sales) teams daily to assist with maximizing the student completion rate - Oversaw SLA: Confirmed application volume, cycle time and quality was met within strict SLA via reports in Salesforce - Compliance: Continually maintained applicant confidentiality

Denver, Co, Us

- Brand Reputation: Incorporated brand tone in writing an average of 40 professional and creative responses to guest reviews per week while ensuring each response was tactfully written with future travelers in mind- Performance Consulting: Analyzed the performance of 75 properties per week, prioritizing by value to the company, and made strategic recommendations to homeowners based on review data to aid in increasing their overall review score and revenue- Accuracy Audits: Initiated bi-monthly projects with Product Marketing regarding listing accuracy to obtain the relevant information from homeowners and internal insights to make adjustments in order to increase review conversion

Denver, Co, Us

- Customer Support: Answered 20 inbound phone calls and responded to 20 cases per day to impact tactical KPI’s for the department such as an answered call percentage (ACP) rate of 94% or above and a 2 day turnaround time- Homeowner Education: Contacted homeowners to educate them on performance optimization in the vacation rental network of 14,000+ properties

Zurich, Zurich, Ch

- NPS: Improved territory Net Promoter Score from 72 to 90 for the 2015 tour season through conversing with unsatisfied customers and creating ways to strengthen their relationship with Explore America- Complete Tour Facilitation: Provided weekly support to 55 educators across the from tour inquiry, preparation, and post-tour feedback- Collect Customer Feedback: Attained 100% customer pre-departure satisfaction among 46 group leaders per year

Zurich, Zurich, Ch

- Customer Support: Answered 30-40 inbound calls per day regarding all aspects of traveler and educator accounts- Sales: Top seller of travel protection on a team of 15 associates for over two years - Coaching: Coached and mentored co-ops twice per month through a variety of calls to improve their performance and career development

Zurich, Zurich, Ch

Worked with educators in Midwestern states to develop global education programs in schools and assisted team members generating leads for international tours.

- Trained and evaluated the development of 15 college student interns every three months in customer service skills, knowledge of the six Rhode Island tourism regions, as well as professionalism.- Acted as a liaison between the airport information center and all other airport entities and communicated pertinent information among departments, to ensure seamless communication.- Provided tourist information in a helpful and professional manner to 200 incoming passengers daily.- Ensured courteous customer service to passengers while answering phones regarding general airport information, interacted with distressed passengers and gave directions to locations in Rhode Island and the New England area.

Mclean, Va, Us

Gained a thorough understanding of the multiple business management functions at a 200 room international hotel property, the DoubleTree Cariari by Hilton San Jose HotelResponsible for opening and closing duties in a casual dining restaurantHostess at Las Tejas Restaurant for breakfast and dinnerGreeted 100-200 guests on a daily basis and seated them to the proper table

Brussels, Brussels Region, Be

Participated in a rotation of the Front Desk and Housekeeping departments at a full service hotel with 111 guest roomsEngaged in daily procedures required to be accomplished and learned and applied standard procedures set by the Carlson Corporation and Johnson & Wales University

Bachelor Of Science, International Hotel & Tourism Management

International Hotel & Tourism Management

Spanish

Economics, Seminar On The European Union, Leadership, Statistics