Kathy Kunst Email & Phone Number

Everett, Wa, Us

Woodinville, Washington, United States

United States

• Oversee a portfolio worth $500,000 in the building automation industry.• Support Agreement labor planning and scheduling.• Ensure execution of service contract.• Perform kick-off meetings with new customers.• Meet with customer’s to go over their annual recap of services deliverables that were executed. • Parts quotes.• Provide sales assistance.• Ensure customer service deliverables are met promptly according to contract requirements.• Employ meticulous attention to detail• Exercise time management skills.• Interface closely with customers and internal departments and groups to fulfill the needs of our support agreement customers.• Maintain effective communication with technicians and internal staff.• Achieve high levels of customer satisfaction through efficient service management.

United States

• Scheduled residential and commercial service maintenance and installation jobs using SmartServ, a GPS tracking and dispatching software.• Applied critical thinking to match the appropriate technician to customer needs based on equipment and technician expertise.• Collaborated with internal departments, including parts, sales, and accounting.• Forwarded sales leads to the sales team for follow-up.• Scheduled emergency calls and rescheduled appointments as needed.• Ensured service routes were within the same geographic area to minimize travel time and maximize technicians’ schedules.• Exercised discretion when working with high-profile clients to maintain privacy.• Handled inbound customer inquiries for service or billing questions via email or phone.• Sent appointment reminders for upcoming services.• Promoted maintenance agreements.Key Accomplishments:• Maintained a 95% booking rate.• Approximately 30%-40% of the sales leads resulted in sales of $10,000+.

Federal Way, Washington

Planned Giving Coordinator – (January 2020-September 2020)Provided meaningful and insightful stewardship information on gifts impacting global ministry to estate planning donors. Collaborated with Relationship Managers to learn background on high-end donors; partnered with team members on Planned Giving team. Utilized fact, diplomacy, discretion, and judgment when interacting with donors.• Reached relationship development goal by contacting 1.4k+ unreached donors.

Tukwila

Allred's Plumbing & Radiant, Inc.Customer Service Manager / Scheduler & Dispatcher (2017 – 2020)Developed family-owned plumbing business including creation of policies and procedures, HR handbook, coaching and developing four staff members. Scheduled customer appointments and dispatched highly trained technicians to correct jobs. Performed "Happy Calls" and sent customer surveys to capture overall experience. Developed Standard Operating Procedures (SOPs); participated in interview/hiring process. Cultivated and maintained company customer loyalty program.• Achieved 90% booking appointment rate and 95% customer satisfaction rate.

Federal Way, Washington

World Vision - Account Manager / Philanthropy Officer - 2016 - 2017Spearheaded portfolio of 800+ donors with annual fundraising target of $700K; cultivated relationships with donors giving $2K-$25K annually. Identified private special funding, match grants, multi-year commitments, and gift planning. Implemented account/moves management strategies to ensure donors at full giving potential. Utilized CRM system to manage donor relationships.• Raised $152K+ revenue in addition to $176K+ in direct mail revenue for 7 months.

Federal Way, Washington

Directed 30 call center Customer Service Representatives quality and daily work performance to maintain donor relationships. Provided leadership, coaching, and mentoring to all team members. Oversaw phone coverage, assigned workflow, and monitored work performance to meet quality and quantity expectations. Conducted internal and external research to resolve issues. Communicated and documented World Vision projects, policies, and procedures to team.• Achieved 90%+ team quality rate and exceeded 80% standard; reached 5.85% rate for "Extra Blessing Asks".• Coached team to reduce average handle time from 8.0 minutes to 7.02 minutes, below department average.• Raised $1.8K+ individually and led leadership team in extra financial support with 49 successful asks.• Coached and mentored agents on fundraising, resulting in team ranking first or second out of 6 teams for funds generated.

Federal Way, Washington

• Supervised and coached Customer Care Advocates on areas of strength, opportunities for development, and actionable goal setting.• Created and present comprehensive daily, weekly, and monthly trending reports.Select Accomplishments:• Recommend initiatives for employee development including training needs, internal focus groups, and customer surveys.• Performed investigations initiated from customer surveys and provide steps to help increase revenue, reduce costs, and improve customer service skills. • Utilized critical and creative thinking skills to develop new and innovative ideas for streamlining processes. • Created and developed a quality recognition program for Customer Care Advocates.

Issaquah, Washington, United States

• Monitored inbound and outbound calls for a team of 25-30 call center agents.• Developed coaching plans for sustainable improvement.• Met and exceeded monthly deadlines to report team and department quality scores.• Participated in weekly calibration sessions by monitoring calls to capture call trends and provide recommendations for improvement to specific departments and managers.• Consistently met and/ or exceeded departmental and team quality metrics of 90% or higher.