Summary
Overview
Work History
Education
Skills
Timeline
Generic

Diane Katrinak

Woodbridge,VA

Summary

Knowledgeable Customer Service manager with solid history of managing teams. Skilled in implementing strategic initiatives that enhance productivity and efficiency. Demonstrated ability in problem-solving and decision-making. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

Overview

10
10
years of professional experience

Work History

Operations and Payments Manager

IKEA Woodbridge Home Furnishings
06.2021 - Current
  • Hire, onboard, trains, leads, manages and develops the customer experience team.
  • Coach and support the leaders on performance management.
  • Ensures excellent operations in customer touchpoints in the store.
  • Monitor the payment area to ensure payments are in the most efficient by monitoring call outs and follow up for improvements.
  • Responds to escalated customer issues with a sense of urgency.
  • Demonstrate emotional connection with customers, through meaningful and empathetic interactions and coaches the others on how to do the same.
  • Help write the process for the country roll out for ECO coworker expectations.
  • Partner with the Prep & Flow manager to grow the click and collect side of the business.
  • Partner with Safety and security to adhere to policies regarding Smaland, inventory integrity.
  • Partner with the staff planner on hours budgeting, hours level structure and resource planning.


Active Selling Leader

IKEA Woodbridge Home Furnishings
02.2018 - 06.2021
  • Provides a great IKEA shopping experience and brand experience to drive repeat visitation to the IKEA store, while ensuring the team is customer-centric.
  • Oversees the daily operations of the active selling team on the shop floor in order to ensure a consistent customer shopping experience, while ensuring a flexible, competent, and knowledgeable active selling work force, including selling service products.
  • Listens and learns from customers in order to understand their shopping experience and the local market.
  • Ensures co-workers' competence on system knowledge (ISELL, Home Planner, etc.).
  • Is available to deal with issues raised by customers in a positive and quick manner.
  • Oversees all selling areas in the store, hosts co-workers and provides customer service for any quick questions.
  • Met and collaborated with Service Office and Task Rabbit partners to ascertain desired results and objectives to roll out to the store.
  • Planned, executed and promoted Task Rabbit Delivery to the whole store.

Customer Service Manager

IKEA Woodbridge Home Furnishings
10.2017 - 02.2018
  • Managed the Customer Service Team in order to ensure that co-workers were available and ready to help by putting customers before work tasks.
  • Oversaw and ensured daily operations were completed according to processes and routines within payments, aftersales and home delivery.
  • Monitored performance against agreed goals, adapting and taking action when required and analyzing customer concerns, KPIs and root cause analysis to make future improvements.
  • Provided input to Field regarding HD capacity, pricing and forecast requirements and needs for the location within the service products area, provider performance, and service provider challenges to the Field Customer Experience Advisor.
  • Created a customer-centric environment within the team that leads with empathy and empowers co-workers to act quickly and make decisions to resolve issues, create happy customers, and ensure co-workers are recognized for exemplary service to customers (HUTI, etc.).
  • Handled escalated customer issues that cannot be resolved at a co-worker level.
  • Ensured a smooth customer flow in front of customer checkout area and provides and implements IKEA’s returns policy
  • Ensured implementation of working routines, competence development and follow-up of Commercial Review and Compliance (ASR) related to the role and functions.

After Sales Manager

IKEA Woodbridge Home Furnishings
09.2014 - 10.2017
  • Ensured customer service co-workers have the knowledge, confidence and empowerment to make decisions that have a great customer experience outcome.
  • Ensured co-workers are recognized for exemplary service to customers
  • Assisted in the development of solutions for customer issues, concerns, complaints and suggestions with customer centricity at the heart of the decision
  • Monitored SAMS Precision and follows up, working to resolve customer issues as quickly and efficiently as possible.
  • Ensured co-workers' competence on system knowledge (SAMS, ISELL, IPOS, COGNOS, etc.) and keeps the work areas efficiently equipped and effectively covered at all times during operating hours.
  • Lead and provided coaching to the co-workers on the shop floor to secure a consistent customer experience and operation in the After Selling, Returns, Home Delivery, and Handout.
  • Monitored performance against agreed goals, adapting and taking action when required and analyzing customer concerns, KPI’s and root cause analysis to make future improvements

Education

Associate of Science - Early Childhood Education

Christopher Newport University
Newport News, VA

High School Diploma -

C.D. Hylton High School
Woodbridge, VA
06.1997

Skills

  • Verbal and written communication
  • Conflict resolution
  • Detail-oriented
  • Flexible & Adaptable
  • Collaboration
  • Self-motivated professional
  • Team Leadership
  • Training and mentoring
  • Customer-focused
  • Recruitment
  • Relationship building

Timeline

Operations and Payments Manager

IKEA Woodbridge Home Furnishings
06.2021 - Current

Active Selling Leader

IKEA Woodbridge Home Furnishings
02.2018 - 06.2021

Customer Service Manager

IKEA Woodbridge Home Furnishings
10.2017 - 02.2018

After Sales Manager

IKEA Woodbridge Home Furnishings
09.2014 - 10.2017

High School Diploma -

C.D. Hylton High School

Associate of Science - Early Childhood Education

Christopher Newport University

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Diane Katrinak