Kathy Horning Email & Phone Number

Downers Grove, Illinois, United States

Met independently with clients in their homes to resolve interior design challenges related to window fashions and provided solutions based on goals, budget, and timeline.

Naperville, Illinois, United States

♦ Embraced new technology, became a super user, and provided concrete suggestions that were implemented in later releases, resulting in improved efficiency♦ Worked directly with vendors to resolve difficult manufacturing issues, improving customer satisfaction and managing expectations♦ Provided excellent customer service as the go to tile expert, resulting in increased sales

Lombard, Illinois, United States

♦ Designed and implemented employee competition to motivate sales team and improve customer service♦ Embraced new systems and technology and drove team buy-in, producing greater sales and improved efficiencies for all personnel♦ Supported projects from small, single rooms to multiple houses in multiple states achieving $1 million in sales

Chicago, Illinois

♦ Played a key role on a startup management team to establish a technical support and customer service department, including policies, training/reference materials, and FAQs along with KPIs and best practices for resolving product issues and customer complaints.♦ Researched, evaluated, and implemented a phone system and a helpdesk ticketing system. Instituted an email group charged with monitoring ‘orphan’ email. Cut initial ticket response time by an average of 65% and slashed average ticket resolution time by an average of 80%.♦ Provided onsite assistance with new product installations at client sites, encompassing testing of system components, badge management through reporting, network troubleshooting, and user training on the product dashboard under Windows and Mac OS.♦ Identified at risk clients and worked with executive management to resolve operations issues and create a stronger partnership.♦ Consolidated purchasing via an automated approval hierarchy, reviewed out of policy travel expenses, and reduced cleaning service costs by 66%.♦ Partnered with human resources to design a survey for measuring employee satisfaction.

Chicago, Illinois

♦ Designed and administered a complex schedule to allow the needs of nearly 100 small business clients to be fulfilled by just three technicians. Played an instrumental role in 90% of the client base arising via referral from an existing client. Saved multiple critical account relationships by assuming responsibility for escalated situations.♦ Freed technicians to focus on customer service by taking over daily preparation of quotes and proposals; leveraged an individualized approach and vendor knowledge to achieve recurring cost savings and efficiencies for both clients and the network team.

Naperville, Illinois

♦ Consistently exceeded sales quotas♦ Regularly in the top 10 performers♦ Transferred to inside sales as account specialist for accounts at risk; saved 5 accounts in the first week

Naperville, Illinois

♦ Determined that 80%+ of PCs and memory upgrades were being returned due to failure by an inbound sales team to provide customers with accurate information and appropriate products; proposed that technical support handle and receive commissions for those inbound sales calls, which slashed returns to less than 3%.♦ Succeeded in transforming the technical support function from a cost center into a profit center while accelerating service times and enhancing customer relations.