Call Center Customer Service
Resume:
Cathleen Johnston
CONTACT
**********@*******.***
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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