Summary
Overview
Work History
Education
Skills
Timeline
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Danette Torkelson

Black River Falls,WI

Summary

With over 32 years of experience in the plumbing industry, including the last 18+ years at First Supply LLC, I bring a strong background in branch management. Throughout my career, I have consistently demonstrated my ability to enhance operational efficiency, drive growth, and foster team collaboration. My adaptability to changing needs and effective problem-solving skills have allowed me to excel in strategic planning, customer service, and financial oversight. As a reliable leader, I am focused on achieving results and empowering teams. I possess strong problem-solving abilities, a willingness to learn, and excellent communication skills. I am poised to contribute to team success and achieve positive results. With dedication and enthusiasm, I am ready to tackle new challenges and advance organizational objectives.

Overview

31
31
years of professional experience

Work History

Branch Manager First Waterworks

First Supply
06.2021 - Current
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Maintained friendly and professional customer interactions.
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
  • Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
  • Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting.
  • Developed a high-performing team through targeted recruitment, training, and performance management initiatives.
  • Ensured exceptional customer service, resolving issues swiftly to maintain trust and satisfaction.

Customer Service Supervisor

First Supply LLC
06.2014 - 08.2016
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.

Commercial Plumbing Quotations

First Supply LLC
03.2012 - 05.2014
  • Expedited response times to client inquiries by prioritizing tasks and effectively managing workload.
  • Minimized potential disputes or conflicts with clients through proactive communication regarding any changes or updates related to their quotes.
  • Ensured accuracy of all quotes by meticulously reviewing specifications, drawings, and other documentation provided by clients.
  • Enhanced customer satisfaction by providing accurate and timely quotations for products and services.
  • Managed high-volume quote requests while maintaining attention to detail and accuracy in all communications with clients.
  • Collaborated with cross-functional teams to gather necessary information for complex quotations.
  • At times had to negotiate for competitive pricing with suppliers, resulting in improved profit margins for the company.

Outside Sale

First Supply LLC
09.2008 - 03.2012
  • Followed up with customers about customer service.
  • Managed territory budget to support development of regional and territory leads.
  • Finalized sales deals and contracts.
  • Participated in industry events and tradeshows, expanding brand visibility and generating valuable leads for future business opportunities.
  • Continuously improved personal selling skills through ongoing training, self-assessment, and professional networking events.
  • Managed accounts to retain existing relationships and grow share of business.

Tomah Branch Supervisor

First Supply LLC
01.2008 - 09.2008
  • Boosted customer satisfaction with attentive service and prompt resolution of issues.
  • Motivated, trained and disciplined employees to meet performance benchmarks.
  • Delivered product and quality service.
  • Ensured accurate record-keeping by conducting monthly cycle counts of inventory

Customer Service

First Supply LLC
06.2006 - 01.2008
  • Maintained exceptional customer service standards.
  • Provided exceptional customer service, resolving complex issues promptly and effectively.
  • Resolved customer service escalations to promote mutually beneficial outcomes.
  • Increased repeat business through exceptional customer service and followups.
  • Delivered exceptional customer service by addressing inquiries professionally and courteously.
  • Increased repeat business by delivering exceptional customer service experiences consistently.
  • Provided exceptional customer service, addressing client concerns promptly and thoroughly.
  • Strengthened client relationships, provided exceptional customer service and follow-up.

Secretary

Danmark Plumbing, Inc.
02.1994 - 06.2006
    • Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
    • Answered multi-line phone system and enthusiastically greeted callers.
    • Scheduled appointments and conducted follow-up calls to clients.
    • Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
    • Entered data into system and updated customer contacts with information to keep records current.
    • Managed executive calendars, scheduling appointments and meetings to optimize time management.
    • Ordered, received, and put away inventory.
    • Provided new house estimates for customers.
    • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
    • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.

Education

Western Wisconsin Technical College
Black River Falls, WI

University of Wisconsin – La Crosse
LaCrosse, WI

Skills

  • Meet with vendors to learn new product and/or update pricing
  • Work with warehouse to schedule timely deliveries
  • Check pricing to receive the best price available
  • Deal effectively with customer complaints
  • Very knowledgeable with CSD
  • Branch operations management
  • Customer relationships
  • Excellent time management skills
  • Attention to detail
  • Excellent work ethic
  • Coaching and mentoring
  • Strong team-builder
  • Team player
  • Financial analysis and planning

Timeline

Branch Manager First Waterworks

First Supply
06.2021 - Current

Customer Service Supervisor

First Supply LLC
06.2014 - 08.2016

Commercial Plumbing Quotations

First Supply LLC
03.2012 - 05.2014

Outside Sale

First Supply LLC
09.2008 - 03.2012

Tomah Branch Supervisor

First Supply LLC
01.2008 - 09.2008

Customer Service

First Supply LLC
06.2006 - 01.2008

Secretary

Danmark Plumbing, Inc.
02.1994 - 06.2006

Western Wisconsin Technical College

University of Wisconsin – La Crosse

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Danette Torkelson