Kristi Potthast Email & Phone Number

El Dorado Hills, Ca, Us

Rancho Cordova, California, Us

El Dorado Hills, Ca, Us

Responsible for the oversight of Guest Services, Scheduling, Inside Sales and Client Services teams. Main responsibilities include core process review and redesign within all departments to create efficiencies resulting in increased client satisfaction, reduced costs and enhanced guest experience.

Sacramento, Ca, Us

Sacramento, Ca, Us

Develop and execute wholesale coffee programs, process improvements, and products aimed at increasing customer satisfaction, boosting profitability, and enhancing brand compliance. Supervise and mentor 3-member Inside Sales Team, Customer Care Manager, Senior Project Manager and 5 Customer Care Representatives. Generate and analyze comprehensive, detailed customer reports for CEO and Vice President of Sales to inform high-level decision-making. Facilitate cross-functional team meetings with IT, Accounting, Marketing, Sales, and Customer Care to discuss and implement program changes. Oversee website development, equipment & merchandising orders, inventory control, and vendor relations. Manage current key national accounts with Aramark, Corner Bakery Cafes, Black Bear Diner, and McLane.

Sacramento, Ca, Us

I held progressive roles focused on customer satisfaction during the start-up of Pacific Bell Mobile Solutions. Initially, I worked as a Call Center Analyst and Help Desk Supervisor analyzing contract tracking reports and call center metrics resulting in organizational change recommendations to senior management. Simultaneously, I supervised a team of Help Desk Representatives tasked with managing real-time call queues and escalated B2C calls. After launch, I was promoted to Call Center Manager, supervising 15 Customer Care Coaches, each with teams of 15-20 Customer Care Representatives focused on delivering world-class customer service. I then moved into a more consultative role working from headquarters and representing Customer Care within a cross-functional team to implement new systems, products and processes into two call centers.