Lynne Stratton Kohnken Email & Phone Number

Purchase, New York, United States

Senior Consumer Relations RepresentativeProvide excellence in customer relations for US customer base, while providing team leadership and collaborating cross functionally. • Proven record of meeting and exceeding department performance goals, receiving 49+ kudos in 2021.• Managed over 5,000 consumer contacts in 2021 with a consumer satisfaction rating of 95%.• Selected by senior management to take the lead as the Consumer Relations contact with the Corporate Compliance Department, regarding unethical driver behavior or driving infractions including incidents and accidents. Shared issues and concerns with internal partners throughout the US resulting in reduction of escalations or legal involvement. • Received and responded quickly to over 100 driver complaints per month, resulting in a smooth handling process. • Trained team on best practices regarding managing driver complaint contacts, improving workflow efficiencies.• Created and implemented a driver survey to add into file notes in order to capture all the essential information necessary to investigate a driver complaint. • Supported South Division cross functional team by providing guidance, timely review and feedback on local marketing initiatives. Collaborated with Marketing team and Legal to mitigate risks for consumers, third-party partners and Pepsi-Cola.• Shared insights to ensure that all promotions were consumer friendly and prevented programs that had potential for consumer, legal or trademark liabilities from entering the market. This contributed to financial and reputational savings for our organization

Somers, New York, United States

Provided exceptional customer service while acting as a front-line advocate with consumers and customers on a wide variety of topics, including packaging, ingredients, promotions, quality issues, general inquiries.• Managed 200+ calls per week/ up to 50 calls per day, exceeding customer satisfaction scores consistently (95+ out of 98%).• Reviewed local promotions for several different regions of the country.• Selected by leadership as the Consumer Relations contact person for General Liability Complaints.