Summary
Overview
Work History
Education
Skills
Timeline
Generic

Catherine Laraway

The Villages,FL

Summary

Driven Director with experience in leading an offshore team of 19 and 6 internal employees. Dedicated to providing first in class customer service while successfully meeting KPI's month over month; 80% CSat rating, first reply of less than 6 business hours and full resolution of issues in less than 24 hours. Determined to collaborate with teams to improve efficiencies and productivity, reduce errors and provide effective resolutions.

Overview

23
23
years of professional experience

Work History

Director, Global Member Services

Kantar
01.2020 - Current
  • Recruited, hired, and trained employees on operations and performance expectations.
  • Facilitated collaboration between teams by encouraging open communication channels.
  • Worked with cross-functional teams to achieve goals.
  • Analyzed customer feedback data to identify trends in product performance or customer service issues.
  • Implemented systems for tracking progress on key initiatives or projects.

Manager, Global Member Services

Kantar
05.2011 - 01.2020
  • Built and Managed Global Customer Service team providing first class customer service
  • Defined, drove and delivered KPI’s and SLA’s
  • Identified problems, proactively created resolution in a way that positively satisfies our members, clients and Stakeholders
  • Collaborated with Client Operations and Senior Management to enforce quality measures and issue resolution
  • Provided support and consultation to management, project teams, and clients on member rapport issues and initiatives
  • Coached, mentored and trained team members in order to improve their job performance.
  • Established processes to ensure efficient workflow throughout the organization.

Senior Associate, Sample Development

Kantar
06.2008 - 05.2011
  • Project Manager for various projects
  • Created fieldwork schedules, maintained client schedules, assisted in questionnaire design, prepared monthly reports, and managed other projects as necessary

Special Project Manager

Kantar
03.2007 - 06.2008
  • Tested and managed use and return of client equipment
  • Packaged usage material and equipment
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Processed incentive for product testing upon return
  • Displayed strong telephone etiquette, effectively handling difficult calls
  • Communicated with client on project status

Senior Panel Support Representative

Kantar
12.2001 - 03.2007
  • Assisted panelists via telephone and email including answered questions and resolved issues with surveys, technical problems, incentives and rewards
  • Created and maintained database for reward checks and reports for sweepstakes awards
  • Demonstrated strong problem-solving skills to diagnose and troubleshoot technical issues
  • Evaluated performance of support staff and provided coaching to improve performance.

Custom Panel Support Representative

Kantar
09.2000 - 12.2001
  • Created questionnaires and prepared samples for individual client studies

Education

Bachelor of Science, Business Administration -

Lourdes University

Skills

  • Leads Successful Global Customer Care Team
  • In-depth knowledge of Zendesk
  • Staff Management and Development
  • Issues Resolution
  • Project Coordination
  • Strong Problem Solving Skills
  • Strong Communication Skills with Culturally Diverse Team and Panel Members

Timeline

Director, Global Member Services

Kantar
01.2020 - Current

Manager, Global Member Services

Kantar
05.2011 - 01.2020

Senior Associate, Sample Development

Kantar
06.2008 - 05.2011

Special Project Manager

Kantar
03.2007 - 06.2008

Senior Panel Support Representative

Kantar
12.2001 - 03.2007

Custom Panel Support Representative

Kantar
09.2000 - 12.2001

Bachelor of Science, Business Administration -

Lourdes University

Similar Profiles

CREATE PROFILE
Catherine Laraway