Catherine Coker
Duson,LA
Summary
Seasoned Supervisor with history of effectively managing teams and overseeing operations. Skilled in identifying areas for improvement, implementing new processes, and fostering staff development. Strengths include problem-solving abilities, strong leadership skills, and communication capabilities. Previous roles demonstrate significant positive impacts on workflow efficiency and team productivity.
Overview
35
35
years of professional experience
Work History
Metered Services Supervisor
Lafayette Consolidated Gov-Utilities
Lafayette, LA
02.2004 - 02.2024
- Directed and supervised team of 20+ employees in daily operations.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Tracked progress on projects and provided timely feedback to staff members.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Conducted weekly meetings with team members to discuss upcoming tasks
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
- Assisted in creating budgets for departmental expenses including personnel costs.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Analyzed financial data related to departmental budgeting activities on a regular basis.
- Collaborated with other departments to coordinate workflow processes between teams.
- Monitored employee productivity to provide constructive feedback and coaching.
- Responded to customer questions regarding products, prices and availability.
- Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
- Managed budget for department, ensuring all expenses stayed within allocated funds.
- Oversaw inventory management, ensuring adequate stock levels and reducing waste.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Coordinated with other department supervisors to ensure smooth workflow and project alignment.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
Customer Service Supervisor
Lafayette Utilities for Lafayette Consolidated Gov
Lafayette, LA
02.1993 - 02.2000
- Supervised a department of 25+ employees in a call center
- Headed an emergency response team for disasters
- Processed requests for Utility Services
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
Revenue Collection Tax Clerical Supervisor
Lafayette Consolidated Gov-Revenue Collection
Lafayette, LA
02.1993 - 02.2000
- Issued Occupational Licenses
- Collected property taxes
- Accepted and balanced payments for property taxes, occupation license, permits, & fees
- Produced weekly and monthly performance measurement reporting for collection teams
- Translated risk and control processes into day-to-day responsibilities and delegated tasks to collection teams
- Monitored Overdue accounts
- Resolved account and statistical record keeping issues by preparing refunds and tax roll changes
- Maintained general ledger and chart of accounts and balance reconciliation each day
Clerk Typist 2
Lafayette Consolidated Government
Lafayette, LA
02.1989 - 02.1993
- Performed clerical work, including typing, proofreading, data entry, filing and recordng information
- Composed route letters and memoranda
- Observed deadlines
- Supported office clerical functions by using word processing software, email and office machines
- Followed confidentiality rules to preserve data quality and reduce potential information compromise
- Composed standard letters, memoranda, forms and other documents from dictation or instructions.
- Operated office equipment such as computers, copiers, scanners and fax machines.
- Processed incoming mail by sorting, distributing and preparing outgoing mail for delivery.
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Performed data entry tasks into computer systems accurately with a high degree of speed.
- Provided administrative support to staff members including scheduling meetings and appointments and maintaining calendars.
- Checked accuracy of data entered into database programs before submitting it for processing.
- Proofread typed material for spelling errors, grammar mistakes and formatting issues.
- Responded promptly to customer inquiries regarding services offered.
- Developed spreadsheets using Microsoft Excel software program.
- Organized materials for meetings held at the office.
- Applied administrative skills in support of team members.
Education
High School Diploma -
Acadina High School
Scott, LA05-1985
Some College (No Degree) - Accounting
Southen Technical College
Lafayette, LASkills
- Solid team player with strong organizational skills
- Supervision and training of employees
- Project Management
- Budget forecasting/Budget preparation
- Excellent customer service skills and conflict resolution
- Problem-solving abilities
- Reliability
- MS Office Suite-Excel, Word
- Conflict Resolution skills
- Data entry recording accuracy & evaluation
- Adaptability
- Problem-solving aptitude
Timeline
Metered Services Supervisor
Lafayette Consolidated Gov-Utilities
02.2004 - 02.2024
Customer Service Supervisor
Lafayette Utilities for Lafayette Consolidated Gov
02.1993 - 02.2000
Revenue Collection Tax Clerical Supervisor
Lafayette Consolidated Gov-Revenue Collection
02.1993 - 02.2000
Clerk Typist 2
Lafayette Consolidated Government
02.1989 - 02.1993
High School Diploma -
Acadina High School
Some College (No Degree) - Accounting
Southen Technical College
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