Catherine Kriner
Daytona Beach,FL
Summary
Strong leader and problem-solver seeking a part-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
30
30
years of professional experience
Work History
Customer Service Manager
Carrier Enterprise Florida
09.2015 - 02.2024
- Team Leadership: Team Leadership: Lead and mentor a team of call center associates, providing guidance and training to help them achieve their professional goals.
- Sales Support Strategy: Develop and implement strategic customer service plans to support revenue growth and customer base expansion.
- Performance Management: Monitor team performance, set expected service levels, measure results, and implement corrective actions when necessary.
- Customer Relationship Management: Build and maintain strong customer relationships, providing expert advice and ensuring customer satisfaction.
- Collaboration: Work closely with marketing, sales, operations, and other departments to align service strategies to support business growth.
- Data analysis: Manage VOIP phone system and Salesforce emails, prepare sales reports, and present performance updates to regional leadership.
Warranty Manager
Carrier Enterprise Florida
11.2011 - 10.2022
- Responsible for daily interaction with our customers in a friendly, courteous, efficient, and professional manner.
- Ensure proactive communication with customers about any expected delays or issues with their claims.
- Lead the team in researching, navigating, and independently or collaboratively to locate answers to resolve customer requests, claims, or issues.
- Manage the research of warranty claims by partnering with customers, store associates, Customer Assurance Managers to obtain pertinent information.
- Ensure the submission of requests to the manufacturer for needed updates and follow through to closure.
Branch Sales/Area Manager
Carrier Enterprise Fl
09.2003 - 10.2011
- Manage daily store operations and achieve established sales and profitability goals as prescribed by Regional Leadership; Effectively manage a P&L.
- Implement and maintain the highest level of customer service in the industry.
- Work directly with local sales teams to develop strategies for increased traffic in the store, as well as conduits for useful feedback from dealers regarding customer service efforts.
- Recruit, hire, train, enrich, and discipline all direct reports within the framework of company policy. Manage and mentor Counter Sales Associates.
- Maintain inventory accuracy and ensure all company assets are protected from theft or damage
Branch Counter/Sales Manager
Coastline Distributing
07.1994 - 09.2003
- Interact with customers, outside sales people and vendors.
- Manage inventory to ensure proper turns and minimum loss throughout the year.
- Responsible for recruiting, hiring, training
- Keep abreast with technical developments and changes in product lines
Education
Associate of Arts - Science
Daytona Beach Community College
06.1977
High School Diploma -
Mainland High School
Daytona Beach, FL06.1975
Skills
- Scheduling and Coordinating
- Budgeting and finance
- Schedule Management
- Product Knowledge
- Performance Evaluations
- Customer Service
- Hiring and Training
- Call Center Operations
- Salesforce Customer Relationship Management (CRM)
Childrens Church Teacher: Crosswalk Church; Daytona Beach Fl
Organizing and overseeing Sunday school and bible study lessons for children 6-11 years of age.
Including but not limited to classroom instruction, crafts, skits, games and snacks.
10+ years experience one month each quarter.
Timeline
Customer Service Manager
Carrier Enterprise Florida
09.2015 - 02.2024
Warranty Manager
Carrier Enterprise Florida
11.2011 - 10.2022
Branch Sales/Area Manager
Carrier Enterprise Fl
09.2003 - 10.2011
Branch Counter/Sales Manager
Coastline Distributing
07.1994 - 09.2003
Associate of Arts - Science
Daytona Beach Community College
High School Diploma -
Mainland High School
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