Courtney Rathke

• Supervises a team of 12 Onsite Maintenance Technicians to maintain and increase customer satisfaction through high quality installation, repair and preventative maintenance of equipment and software within assigned customer location.
• Develops plans for preventive maintenance schedules to minimize downtime of production equipment.
• Maintains accurate records such as daily reports, timesheets and other related documentation as required by management.
• Establishes and maintains close working relationships with staff and clients.
• Completes and distributes accurate and informative progress reports to management on a daily, weekly and monthly basis.
• Prioritizes and assigns tasks to successfully direct workforce in a rapidly changing environment.
• Implements new processes and procedures to streamline operations.
• Enforces measures to control overtime and training costs.
• Reports project progress, site problems and resolutions to supervisors.
• Provides leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Delegates work to staff, setting priorities and goals.
• Delegates duties to employees based on skillset.
• Creates work crew schedules.
• Drives continuous improvements in key service performance metrics including NSat, Mean Time to Repair, Mean Time to Install, First Time Fix, Response Time, Callback prevention, etc.
• Supports resource scheduling, reporting and billing requirements for daily and after hour service coverage
• Manages and approves overtime and high valued product maintenance expenses
• Performs employee recruiting, hiring, coaching and counseling, terminations, annual performance reviews and merit administration.

Skills:

• Site Management
• Staff Development
• Team Management
• Process Improvement
• Continuous Improvement
• Analytical Skills
• Collaborative Problem Solving
• Critical Thinking
• Interviewing
• Timekeeping
• Scheduling
• Exit Interviews
• Client Communication

• 1 yr 11 mos Nov 2020 - Sep 2022
• Supervise, communicate and coach 100+ part-time field representatives in a four-state region to ensure accurate, timely service completion within client-defined timeframe for a variety of major national retailers
• Oversee day-to-day activities and act as the liaison between field representatives, corporate management and our clients with deliverables, promotions, and other processes or assignments
• Develop strong business relationships with team members, retailers and the individual project teams
• Effectively communicate in a timely fashion with passion and professionalism
• Coach, encourage, and provide corrective action when needed with accuracy, consideration and common sense
• Maintain accountability of the field team through strong leadership and accessibility.
• Organize and supervise field service team to ensure timely completion of assigned tasks.
• Collaborate with other departments to ensure that customer requests were addressed in a timely manner.
• Ensure compliance with company policies and procedures related to field services.
• Investigate customer complaints about quality of service or equipment issues and resolved them promptly.
• Analyze field data to identify trends or areas for improvement in service delivery processes.
• Develop strategies for responding quickly to emergency repair needs at customer locations.
• Handle telephone support calls from clients and retailers to determine issues and provide solutions.

Skills:

• Collaborative Problem Solving
• Critical Thinking
• Employee Relations
• Client Communication
• People Management
• Management
• Business Process Improvement
• Interviewing
• Timekeeping
• Scheduling

• 1 yr 11 mos Greater Minneapolis-St Paul Area
• Leads, coaches, guides, advises, mentors, recruits, develops, manages and schedules a remote team of part-time merchandising representatives throughout Minnesota and Wisconsin that increase brand awareness and influence market share and mind-share for the client in numerous retail environments
• Serves as the primary, dedicated expert for each team member’s successful performance in client service and service order execution
• Acts as liaison between representatives, management, and clients by overseeing day-to-day activities with deliverables, promotions, and other processes or assignments
• Answers customer questions and addresses problems and complaints in person and via phone.
• Conducts interviews, makes hiring decisions matching appropriate skill level to job and evaluates team member performance.
• Completes promotional and merit increase recommendations for employees based on performance.
• Remains calm and professional in stressful circumstances and effectively diffuses tense situations.
• Resolves customer inquiries and complaints requiring management-level escalation.
• Delegates work to staff, setting priorities and goals.
• Provides leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Reviews completed work to verify consistency, quality and conformance.
• Reviews employee performance and provided ongoing feedback and coaching to drive performance improvement.

Skills:

• Collaborative Problem Solving
• Critical Thinking
• Employee Relations
• Client Communication
• People Management
• Management
• Business Process Improvement
• Interviewing
• Timekeeping

• 3 yrs 9 mos Brooklyn Park, MN
• Supervised, communicated, and coordinated with RMS representatives to ensure merchandising projects were completed as directed by project requirements as well as company policy and procedures within set deadlines
• Communicated with RMS representatives, colleagues, and Human Resources to ensure adequate scheduling for store coverage and timely project completion
• Created and maintained a compliance policy and procedure document for RMS representatives
• Contributed relevant articles to the company newsletter on a bimonthly basis
• Increased nationwide compliance performance by 3%, by improving internal procedures and emphasizing consistent communication with 1,500 field representatives
• Created a tracking system to monitor the utilization of a proprietary reporting app used by field reps to identify behavioral patterns and non-compliance issues for escalation
• Implemented a process to ensure store coverage for major retail client locations awaiting a permanent field representative assignment.
• Collaborated with internal teams to develop strategies for achieving compliance objectives.
• Developed and implemented strategies necessary for minimizing risk of non-compliance.
• Planned and executed compliance audits to check company policies, procedures and controls.
• Conducted periodic risk assessments to identify potential areas of non-compliance.

Skills:

• Interviewing
• Timekeeping
• Collaborative Problem Solving
• Critical Thinking
• Employee Relations
• Client Communication
• Management
• Business Process Improvement
• Continuous Improvement

• Direct report to CEO/President in executing day-to-day office operations and supervision of four-member administrative and support team
• Supported President and Vice President in developing and sustaining client relationships, acting as the first point of contact
• Reviewed financial documents, invoices, and contracts, confirming state licensing requirements were met and updated annually, and provided coaching with clients
• Developed and distributed written corporate policies and procedures, maintained the corporate library database of approved and past processes
• Primary liaison between RMR Dealer Network and RMR Capital staff
• Oversaw and orchestrated an office relocation in October 2013, involving equipment, vendor selection, and contract negotiations
• Designed and implemented a collection strategy for unpaid customer accounts consisting of a collection timeline for outbound calls and letter mailings
• Developed and implemented operational procedures to ensure quality standards were met.
• Monitored and improved efficiency of processes, team performance, and customer service.
• Directed operations staff by providing guidance, training, and support in order to meet company objectives.
• Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
• Collaborated with CEO/President and VP on long-term strategic planning initiatives for the organization.
• Created and implemented policies and standard operating procedures and managed quality, customer service and logistics.
• Developed initiatives for process improvement and reviewed and assessed ongoing operations.
• Identified areas of deficiency and performed root-cause analysis to solve problems.