Katherine Dunning Email & Phone Number

• Direct team of 15+ to achieve service initiative objective and maximize customer satisfaction; successfully process 1,000+ orders monthly.• Oversee hiring and training of customer service new hire to further company goals and sustain high customer service benchmarks.• Manage monthly customer service and shipping metrics; evaluate error rates, call volumes, and customer complaints; and develop and implement plans to correct deficiencies in service.• Strengthen relationships with key internal staff across shipping, manufacturing, and quality assurance departments to optimize customer service processes and procedures.

• Modeled, encouraged and demonstrated exceptional customer service to customers on sales floor.• Motivated and directed others to meet or exceed targeted sales goals.• Lead team to sales goals and customer service standards.• Oversee recruitment, hiring, and training of customer service staff to further company goals and sustain high sales benchmarks.• Manage monthly customer service and shipping metrics; evaluate error rates, call volumes, and customer complaints; and develop and implement plans to correct deficiencies in service.• Managed and oversee all sales support functions and activities.

• Coordinate and facilitate center incentives while manage center budget goals. • Created and update daily development huddle agenda.• Assist with Employee Council meetings facilitating and organizing agendas for monthly newsletter, incentive brainstorming, and agent related concerns. • Bi-weekly work order audits for accuracy and ethical practices • Monitor recorded calls for coaching opportunities. • Quota reports weekly to ensure timely installation dates for each region. • Floor support to assist agents with order issues and customer concerns• Developed process pamphlets for transfer order and hosted coaching for agents on transfer orders

Built customer relations and rapport , sympathize and problem solve, while presenting appropriate products to retain customers’ business.Consistently meet and exceed aggressive individual and departmental goals and quality assurance requirement with every call.