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.

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.

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.
• 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.
• 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.
• 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.
• 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.