Customer Experience Leader with 10+ Years of Success

Catria Anderson

Wilmer, TX (Dallas–Fort Worth Metroplex) **************@*****.*** 817-***-****

Linkedin.com https://www.linkedin.com/in/catria-a-2805025b

PROFESSIONAL SUMMARY

Customer Experience & Success Leader with 10+ years of driving customer retention, cross-functional alignment, and process optimization across manufacturing and supply chain. Skilled in Salesforce, SAP, JD Edwards, AS400, and MS Office. Adept at escalation management, stakeholder engagement, building trusted client relationships, and coaching teams to exceed satisfaction metrics.

CORE COMPETENCIES

Customer Lifecycle Management Onboarding & Adoption Account Relationship Management Escalation & Issue Resolution Cross-Functional Collaboration Process Improvement & Optimization

CRM & ERP: Salesforce, JD Edwards, SAP, AS400 Training, Coaching & Mentorship Customer Health Scoring & Retention Data-Driven Decision Making Stakeholder & Executive Communication RFQ Processing & Technical Evaluation

PROFESSIONAL EXPERIENCE

Customer Experience Manager

IMI Climate Control Dallas, TX 2025 – 2026

Drove cross-departmental coordination between sales, operations, and supply chain to resolve client issues and improve on-time delivery outcomes.

Collaborated directly with cross-functional teams to resolve issues and ensure orders progress through the system without delay, reducing repeat inquiries by up to 20% and improving firstcontact resolution through workflow optimization and crossfunctional process fixes.

Team Lead & Senior Supply Chain Specialist

Celanese Dallas, TX 2021 – 2025

Acted as primary customer-facing liaison for complex order management, RFQ processing, and escalations across a high-volume account portfolio.

Coordinated urgent, highimpact customer requirements by managing endtoend order, material, and delivery escalations, restoring service return 50% faster through proactive risk mitigation and realtime communication with stakeholders.

Collaborated cross-functionally with sales, logistics, and production teams to optimize order fulfillment workflows and improve client communication cadence.

AP Customer Service Coordinator

Dean Foods Dallas, TX 2018 – 2021

Resolved 2,000+ annual payment, billing, and account inquiries with an 85% firstcontact resolution rate, delivering fast, accurate support and strengthening customer trust in AP processes.

Reduced payment delays by 66% and discrepancies by 94% through proactive reconciliation, dispute resolution, and crossfunctional coordination with finance, credit, and operations—preventing over $1.2M in potential financial loss.

Customer Service Specialist / Automation Specialist

Saputo Dairy Foods USA Dallas, TX 2016 – 2018

Resolved 800+ inquiries monthly upon first inquiry, reducing escalations by 40% and complaints by 20%

Delivered frontline customer support across phone, email, and internal systems while consistently maintaining high satisfaction and quality standards.

EDUCATION

Bachelor of Science in Business & Human Relations (Expected 2027)

Amberton University Garland, TX

General Studies — 42 Credit Hours

Tyler Junior College Tyler, TX

TECHNICAL SKILLS

CRM & ERP: Salesforce SAP JD Edwards AS400

Productivity: Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)

Core Competencies: Customer Success Onboarding Escalation Management Retention Process Optimization Training & Development Cross-Functional Coordination

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