Katie Beutler Email & Phone Number

Northbrook, Illinois, United States

Northbrook

Greater Chicago Area

- Assist over 400 registered agents with trouble-shooting or other questions. - Research and create social media posts. - Write 10 Truepad blog posts a month. - Create, run, and analyze an average of 15 Facebook ads a week. - Assist with presentations in realty offices to recruit new users. - Help test for bugs with new versions of the Truepad site.

Greater Chicago Area

- Resolve complaints of high complexity to maintain member satisfaction and loyalty, averaging 50/day across phone, email, and internal web-based system- Train 10 new co-workers, including our markets in Toronto, San Francisco, Austin, Houston, Philadelphia, and Milwaukee; delegated assignments when necessary- Work cross-functionally to support Fleet Operations, Sales & Marketing, and the General Manager, regularly placing first in our fleet down-time - Traveled to Zipcar HQ to participate with the training of a new contact center, and helped develop an SOP format to centrally host training information for two different contact centers- Participated in beta live chat program for 3 months, and attended a company-wide risk seminar for three years in a row; received 2014 “ABG Team Choice” award

Greater Chicago Area

- Focused on identifying members who were in violation of the Member Contract; trained to spot suspicious behavior and evaluated client desirability, all while maintaining confidentiality- Follow up with NPS surveys, specifically Detractors, regarding their experiences- Analyze member trends to find ways to improve member relations through the “Wow Program”, leading the country for the first year of the program

Chicago

- Educated and on-boarded members to ensure a positive member experience through knowledge and utilization of Zipcar policies - Received “Caught in the Act” award demonstrating Zipcar core value of “Obsessing About the Member Experience.”

Peoria, Illinois Area

- Coached team of 18 agents to help develop their skills- Handled escalation calls; forwarded high-touch issues to appropriate party for quick resolution

Peoria, Illinois Area

- Troubleshot many different scenarios; used deductive reasoning and logic to solve for immediate crises a member may be experiencing mid-reservation- Received two “Customer Service Representative of the Month” awards

Peoria, Illinois Area

- Applied lesson plans in K-12 grade level classrooms- Maintained a proper classroom environment for learning

Peoria, Illinois Area

- Worked with marketing team on re-branding projects- Helped draft mission statements, vision statements, and brand statements- Created spreadsheets, organized media files, and sat in on client meetings