COURTNEY ANN HOLMES-GANCH
Old Bridge,NJ
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Care Specialist
Herc Rentals
12.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Took ownership of customers issues to follow problems through to resolution.
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
- Provided customers with detailed information on company products, services and materials.
- Responded to customer inquiries via phone, email and web-based platforms.
- Used exceptional communication to connect with customers, assess needs, and present solutions.
- Collaborated with cross-functional teams to ensure seamless service delivery for customers.
- Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
- Identified customer issues with products or services, investigated causes and initiated resolutions.
- Communicated with customers to identify needs and expectations.
- Accurately tracked and recorded customer interactions in CRM platform.
- Kept accurate records to document service actions and discussions.
- Reputation for providing outstanding customer support, receiving numerous accolades from both customers and colleagues.
Logistics Manager
HERC Rentals
12.2019 - 12.2023
- Enhanced customer satisfaction by closely monitoring order fulfillment and addressing issues promptly.
- Ensured regulatory compliance in all aspects of logistics operations, including transportation safety standards and customs requirements.
- Improved on-time delivery rates by optimizing transportation routes and scheduling.
- Managed team of logistics professionals, providing coaching and guidance for career development and skill enhancement.
- Conducted regular audits of logistics practices to identify areas for improvement and implement corrective actions accordingly.
- Meticulously tracked shipments from origin to destination, proactively addressing any delays or issues that arose during transit.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Planned and supervised shipments from production to end-user and scheduled daily routes.
- Managed logistics budgets and forecasting to achieve cost-effective operations.
- Developed strong relationships with vendors, leading to improved pricing and service levels.
- Led third-party vendors in achieving delivery time and cost targets.
- Established contingency plans for potential disruptions in supply chain, ensuring business continuity during unforeseen circumstances.
- Instrumental role in successful integration of acquired businesses, seamlessly incorporating their logistics operations into existing workflows.
- Tracked production and quality control systems to proactively identify deficiencies.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Reduced worker accidents by implementing improved safety standards and monitoring procedures.
- Coordinated dispatching of 20+ drivers to accomplish daily delivery requirements.
ProServices Manager, Sales Manager
Floor & Decor
05.2015 - 12.2019
- Drove sales and profitability in new market, and built relationships with clients
- Analyzed customer satisfaction results to gain deeper understanding of customers' perspectives and developed strategies to improve local competitiveness
- Improved communication with team members, facilitating more effective resolution of issues
- Assisted in Human Resource activities, including recruiting, hiring, training, and leading new Associates, Sales Professionals, and Managers.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Improved marketing to attract new customers and promote business.
- Facilitated successful cross-functional collaborations for completion of key projects, fostering strong working relationships among team members.
- Mentored junior team members for career advancement, fostering pipeline of future leaders within the organization.
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Conducted competitive analysis to identify market trends and capitalize on emerging opportunities for growth.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Branch Coordinator
HERC Rentals
12.2017 - 12.2018
- Wrote, updated, and closed customer contracts
- Tracked inventory with high attention to detail and accuracy by maintaining multiple databases
- Orchestrated communications between Territory Representatives and In-Branch Operations.
- Improved branch efficiency by streamlining processes and implementing time-saving strategies.
- Remained calm and professional in stressful situations.
- Developed strong relationships with clients by offering personalized service tailored to their needs.
- Ordered supplies, created purchase orders and entered orders into inventory.
- Contributed to the continuous improvement of processes across different functions within the organization.
- Served as a point of contact for internal audits or inspections conducted by external parties.
- Maintained a clean, organized, and professional environment for both customers and employees.
- Supported the development of innovative solutions that improved overall customer experience.
- Collaborated with team members to achieve branch goals and objectives.
- Managed branch inventory, ensuring adequate supply levels for daily operations.
- Performed duties in office environment during operating hours.
Assistant Branch Manager
Sherwin Williams
06.2013 - 05.2015
- Oversaw $1.8M+ in sales while directing a team of 4 sales professionals
- Accessed new commercial credit accounts and oversaw the accounts receivable process
- Analyzed and directed monthly P&L statements to ensure an effective bottom line.
Education
Bachelor of Arts - Communications
William Paterson University
Paterson, NJ05.2013
Skills
- Microsoft Office Suite
- CRM Software
- Salesforce
- Payment Processing
- Inbound Customer Service
- Customer Relations
- Problem Resolution
- Complaint Handling
- Project Management
- Call center experience
- Customer Service
- Appointment Scheduling
- Data Entry
- Order Processing
- Customer Relationship Management
- Custom order management
- Database Research
- Administrative and Office Support
- LiveChat Messaging
- Account Management
- Staff education and training
- Retail store support
- Customer Data Confidentiality
- POS systems expert
- Customer Account Management
- Product Knowledge
- Account Updates
- Team Leadership
- Verbal and written communication
- Complex Problem-Solving
- Operations Management
Certification
Certified Notary Public
Awards
Work it Book it Surpass It Award
Additional Information
Public Notary
Timeline
Customer Care Specialist
Herc Rentals
12.2023 - Current
Logistics Manager
HERC Rentals
12.2019 - 12.2023
Branch Coordinator
HERC Rentals
12.2017 - 12.2018
ProServices Manager, Sales Manager
Floor & Decor
05.2015 - 12.2019
Assistant Branch Manager
Sherwin Williams
06.2013 - 05.2015
Bachelor of Arts - Communications
William Paterson University
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