Cathleen Johnston

CONTACT

763-***-****

ad3kw0@r.postjobfree.com

Becker, MN 55308

COMPETENCIES

Sales Development

Customer Service Support

Accounts Receivable/Payable

Recruitment & Sourcing

Project Management

Conflict Resolution

Acct management

Event Planning

Public Speaking

Talent Acquisition Management

Training & Development

Data & Product Analysis

Quality Analysis

Vendor Relations

Insurance Sales & Marketing

TECHNICAL SKILLS

Microsoft Office Suite

Google Apps & Suite

Outlook / Exchange

Call Center Technology

CRM, ERP

AS400 Database

QuickBooks

Sales Force/Sharepoint

EDUCATION & PROFESSIONAL

DEVELOPMENT

2014

Being Leaderly

Women in Leadership

Online Forum

Century College

Associate of Applied Science Marketing

Management/Communication

White Bear Lake, MN

• CALL CENTER MANAGER

• Customer service expert for 15 years, inspiring and coaching teams to provide a world-class experience for customers and employees.

• Adaptive relationship manager building key partnerships with businesses and vendors.

• Business marketing insight to hire, train, and coach small and large teams, recently reducing company expenses by 80K.

• Extensive experience in forecasting and implementing program solutions that were adopted companywide.

• Track record of delivering inclusive employee training that challenges team norms, while increasing customer satisfaction.

• EXPERIENCE

• Systems Services Coordinator, Dock & Door Tec

Elk River, MN – Sept 2021-Feb 2023

• Purchasing: Process orders for equipment, repairs, time, and material. Work with vendors and clients to ensure orders are arriving accurately.

• Set up reoccurring contracts for performance maintenance. Contract pricing, timing, additional work needed for clients outside of their general maintenance appointment.

• Preview billing: Review invoices to ensure all pricing is accurate, add labor and travel charges, and any additional information needed for the invoice.

• Solution Center Manager, U.S. FOODS Plymouth, MN – Mar 2014 August 2020

• Supervise and oversee daily customer escalations and resolutions for sales, quoting associates, samples, and special projects teams.

• Reduce sample department expenses by 80K annually through restructuring distribution department processes.

• Recruit, train, and coach teams on performance reviews, incidents recommendations, escalations, complaints, and conflict solutions.

• Collaborate with distribution centers, traffic department, and sales executives to implement pallet document solutions to improve customer delivery and satisfaction.

• Quoting Associate, U.S. FOODS

• Plymouth, MN – Oct 2005 Mar 2014

• Led the inclusive decision-making initiative that increased associate engagement and tripled customer satisfaction.

• Processed quotes, purchase orders, and product information.

• Handled and solved 5+ weekly call center incidents.

• Trained new employees and managed multiple team projects.

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