Heather Masterson
Bartlett,IL
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
19
19
years of professional experience
Work History
Customer Success Supervisor
Korpack, Inc.
04.2022 - Current
- Lead new hire training within department, with clear and structured agenda
- WIP: Developing new hire training program
- Conduct weekly high-level communication to Executive Management and Continuous Improvement teams regarding corrective actions, system errors, and opportunities for improvement
- Build and nurture strong relationships with key customers, resulting in increased customer loyalty.
- Use industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Coordinate with internal teams to provide prompt support and address client needs efficiently.
- Communicate with vendors regarding inventory needs and negotiated prices to maintain profit margins.
Customer Success Specialist
Korpack, Inc.
09.2020 - 04.2022
- Collaborated with cross-functional teams to deliver successful product implementations.
- Implemented process improvements that resulted in increased efficiency within Customer Success team.
- Worked closely with sales team on understanding customer requirements, promoting products and delivering sales support.
- Improved response times by streamlining support processes and prioritizing urgent requests.
- Developed comprehensive product knowledge to provide accurate information and effective troubleshooting assistance.
- Processed customer service orders promptly to increase customer satisfaction.
Assistant Manager of Service Operations
The Cary Company
07.2016 - 08.2020
- Creation and implemented a new CSR training program
- Heavily assisted in implementation of new ERP system (Netsuite) company-wide through testing, providing feedback and assisting in improvements to ensure efficiency
- Responsible for managing team of 10 CSR's and various interns, to ensure all department metrics and KPI's were met or exceeded
- Conducted bi-annual reviews, monthly team check-ins and issued performance improvement plans of all direct reports
- Created and implemented performance-based reward program for CSR team, leading to improved motivation, drive, and performance within the department.
Customer Relations Team Lead
The Cary Company
01.2018 - 12.2019
- Responsible for leading 10 CSR's to provide exceptional customer service to customer base
- Delegated additional responsibilities and small projects to team members to promote growth and motivate team members.
Customer Relations Specialist
The Cary Company
07.2016 - 12.2017
- Responsible for order entry and accuracy
- Assisted in E-commerce management and improvements.
Account Manager/Broker
Magnum Logistics
02.2013 - 03.2016
- Daily management of Peoria, IL profit center
- Responsible for all order entry, brokering of loads, capacity development as well as tracking/tracing of all loads
- On call 24/7 for all carrier dispatching and other issues that may arise after hours.
Server/Banquet/Beverage Cart (Part time)
Weaverridge Golf Club
04.2011 - 05.2014
- Developed sales techniques while selling an array of food and beverage options to both small and large groups of people
- Utilized my interpersonal skills to develop relationships with many customers
- These relationships that were built aided in the profit of Weaverridge, as most all customers returned due to a positive experience.
Part-time Receptionist
McWilliams Electric Co., Inc
02.2005 - 12.2011
- Improved typing and other computer proficiency skills by typing proposals, work orders, and many other documents
- Proficient in Microsoft Office programs, such as Word, Excel, and PowerPoint
- Developed telephone communication skills by daily communicating with both vendors and customers in a medium-high volume calling environment
- Developed skills needed to work under pressure and deadlines.
Education
Bachelor of Science -
BRADLEY UNIVERSITY
05.2011
Skills
- Leadership
- Team management
- ERP systems
- Customer Relationship Management
- Supply chain
- Order entry
- Performance reviewing
- Customer Advocacy
- Process Improvement
- Vendor Relations
- Pricing negotiation
- Purchasing
Additional Information
High level of both Customer Service and Receptionist knowledge and capability. I also have very positive relationships with my past and present employers
Personal Information
- Title: Customer Success Supervisor
- Work Permit: Authorized to work in the US for any employer
Timeline
Customer Success Supervisor
Korpack, Inc.
04.2022 - Current
Customer Success Specialist
Korpack, Inc.
09.2020 - 04.2022
Customer Relations Team Lead
The Cary Company
01.2018 - 12.2019
Assistant Manager of Service Operations
The Cary Company
07.2016 - 08.2020
Customer Relations Specialist
The Cary Company
07.2016 - 12.2017
Account Manager/Broker
Magnum Logistics
02.2013 - 03.2016
Server/Banquet/Beverage Cart (Part time)
Weaverridge Golf Club
04.2011 - 05.2014
Part-time Receptionist
McWilliams Electric Co., Inc
02.2005 - 12.2011
Bachelor of Science -
BRADLEY UNIVERSITY
Similar Profiles
Monika GrzymkowskaMonika Grzymkowska
Director of Claims at Kemper Insurance Co. | American Access Casualty CompanyDirector of Claims at Kemper Insurance Co. | American Access Casualty Company
Madison FoleyMadison Foley
Barista / Shift Supervisor at StarbucksBarista / Shift Supervisor at Starbucks
Logan SolarzLogan Solarz
Ice Hockey Coach at Center Ice Of DuPageIce Hockey Coach at Center Ice Of DuPage
Lisa KincaidLisa Kincaid
Special Education Teacher at Beach Park School District #3Special Education Teacher at Beach Park School District #3
Morgan DavisMorgan Davis
Customer Success Supervisor at All-Star Sporting GoodsCustomer Success Supervisor at All-Star Sporting Goods