Catherine Ann Otte

Eastvale, CA *****

www.linkedin.com/in/catherineotte

acous0@r.postjobfree.com 909-***-****

Customer Service / Call Center Supervisor

New Business Development Exemplary Customer Interaction and Service

Staff Training / Evaluating

Comprehensive experience as Supervisor in Customer Service call center for

manufacturing industry. Demonstrated success in improving customer

experience through mentoring, directing, and supervising overall functions

and staff of customer call center operation. Key strengths in managing top-

notch professional support services, providing personal interaction, and

resolving varied client inquires and complex issues. Recognized for ability

to effectively resolve crises with quick and calm decision making, strong

motivational skills, and effectual team building capabilities.

Professional Experience

GAF Materials Corporation, Fontana, CA 2001 - 2014

Customer Service Supervisor, Western Region

Managed Customer Service call center for Western US region and Western

Canada region, independent of corporate office, through offsite location.

Supervised up to 16 employees handling 800 - 1,400 calls per day from

distributors placing and inquiring orders, company manufacturing plant

warehouses and transportation teams, as well as homeowners registering

warranty claims.

. Resolved all escalated customer issues / queries by defining the problem,

generating alternatives, and implementing solutions.

. Generated reports verifying CCR work performance, monitoring fax, EDI,

and email orders were completed without errors and within required

timeframes.

. Coached and counseled Customer Care Reps through team "huddles" and

individual monthly meetings, ensuring set group and individual metrics

were met or exceeded.

. Analyzed, prepared, and presented key performance and monthly metric and

statistic reports to senior management, used to determine functionality

of departments and representatives, adjusting resources to maintain

corporate goals as needed.

. Achieved top honors in several team metrics for region, including a .06

error rate in 2014, which was lowest recorded error rate for company.

. Exceed targeted results in customer retention, client expectations, sales

and support service, as well as other customer service goals, by

establishing close partnership with sales teams, strong follow up on

critical customers, and timely resolutions of issues.

. Partnered with cross-functional support departments and sales teams,

creating call scripts for national accounts, reducing average call length

and resolving concerns related to orders.

. Collaborated with sales and supply chain departments, identifying

shortfalls on inventory during peak seasons and implemented corrections,

meeting forecasted demands.

Catherine Ann Otte acous0@r.postjobfree.com Page Two

GAF Materials Corporation (Continued)

. Received the "Extra Mile" award in 2006, for contributing to sales and

marketing efforts with knowledge of customer needs, developing SKU codes

and determining inventory forecasts with launching of new designer stone

line.

. Managed and implemented emergency response efforts for incapacitated East

Coast team during Hurricane Sandy. West regional team was fully

functional assisting customers and responding to crisis situations

without any interruptions to business functions.

Customer Service Representative 2001 - 2003

Served as primary point of contact between customers, operations, and

transportation department. Managed material return authorizations and

entered approximately 1,200 orders per week. Accountable for cross-training

commercial and residential customer service representatives.

Technology Proficiencies

Microsoft Office Suite ADP E-time for Managers

Oracle PeopleSoft QVT / Term Software ver.

5.1.3

Call Copy Recording and Contact Center Cisco IP Communicator

Software

EDI Technology CTIOS

Education

Associate of Arts, Business Management, University of Phoenix

Professional Development

AMA Critical Thinking Course Certificate

Supervisor Foundation Skills (Phase I and Phase II) Certificate

Interview Skills Training Class

Developing Presentation Skills

Aspect Call Center Technology course Certificate

Middle Managers Training (Phase I, II, and III) Certificate

Contact this candidate