Diane Katrinak
IKEA Woodbridge Home Furnishings
Woodbridge,VA
12
years of professional experience
Goal-oriented Active Selling Leader with 10 years of experience in leadership roles. Detail-focused and driven to help co-workers and leaders succeed in meeting and exceeding sales goals and Customer Service KPI's. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Operations and Payments Manager to the next level.
Work History
Active Selling Leader
8 Years 6 Months- 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
4 Months- 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
3 Years 1 Month- 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
High School Diploma
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
Active Selling Leader
IKEA Woodbridge Home Furnishings
02.2018 - CurrentRead More
Customer Service Manager
IKEA Woodbridge Home Furnishings
10.2017 - 02.2018Read More
After Sales Manager
IKEA Woodbridge Home Furnishings
09.2014 - 10.2017Read More
C.D. Hylton High School
High School Diploma
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Christopher Newport University
Associate of Science from Early Childhood Education
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