Kaitlin Kaufhold
Rindge,NH
Summary
Customer-focused leader with 10+ years of experience managing relationships, resolving complex issues, and driving performance through data and coaching. Proven track record in customer relationship management and KPI analysis, with a strong ability to improve outcomes and enhance the overall customer experience. Experienced in CRM and case management systems, and highly effective at cross-functional communication in fast-paced environments.
Overview
20
20
years of professional experience
Work History
Sales Manager
Jordan's Furniture
Nashua, NH
09.2018 - Current
- Lead and develop a high-performing sales team, driving revenue growth and improving key performance metrics
- Utilize CRM systems (JOE) to track customer interactions, manage follow-ups, and maintain detailed customer history
- Manage customer service issues through case management system (CCM), ensuring timely resolution and strong customer satisfaction
- Analyze individual and store performance using SMR reporting and Tableau dashboards to identify trends and drive improvements
- Coordinate real-time communication across teams using Slack and Microsoft Teams to support customer needs in high-volume environments
- Coach team members using KPI data to improve performance, engagement, and customer outcomes
- Resolve complex customer escalations, maintaining long-term relationships and brand loyalty
Sales Consultant
Jordan's Furniture
Nashua, NH
09.2018 - 12.2021
- Developed tailored sales strategies to meet diverse customer needs and preferences.
- Delivered exceptional customer service, enhancing client satisfaction and loyalty.
- Built strong relationships with customers through personalized service and follow-up
- Conducted product demonstrations, effectively showcasing features and benefits to increase sales conversions.
- Collaborated with team members to streamline sales processes, improving operational efficiency.
- Managed order processing and customer tracking through internal systems
Sales Supervisor / Design Project Manager
Company C
Concord, NH
12.2013 - 09.2018
- Supervised and coached sales team, improving product knowledge and overall performance
- Managed large-scale residential and commercial design projects, ensuring timelines and client expectations were met
- Utilized POS and E9 systems to manage customer orders and track activity, ensuring accuracy, efficiency, and a consistent customer experience across the sales process
- Collaborated cross-functionally to deliver a seamless customer experience from initial sale through project completion
- Resolved escalated customer concerns with a solutions-focused approach, maintaining satisfaction and long-term relationships
Manager
Pizza Haven
Rindge, NH
07.2006 - 04.2014
- Oversaw daily operations, ensuring efficient workflow and high-quality service.
- Developed training programs for staff, enhancing team performance and customer satisfaction.
- Delivered consistent, high-quality customer service, ensuring customer satisfaction and repeat business
- Managed multiple priorities simultaneously, maintaining efficiency and service quality during high-volume periods
- Resolved customer concerns quickly and effectively, ensuring a positive experience and maintaining customer loyalty
Education
Bachelor of Science - Interior Design
Newbury College
Brookline, MA05-2013
Skills
- Customer Relationship Management
- Customer Success and Retention
- KPI Tracking and Data Analysis (Tableau)
- CRM and Case Management Systems (JOE, CCM)
- Cross Functional Communication (Slack, Microsoft Teams)
- Customer Issue Resolution and Escalation Management
- Team Leadership and Coaching
- Technical Adaptability and System Navigation
Timeline
Sales Manager
Jordan's Furniture
09.2018 - Current
Sales Consultant
Jordan's Furniture
09.2018 - 12.2021
Sales Supervisor / Design Project Manager
Company C
12.2013 - 09.2018
Manager
Pizza Haven
07.2006 - 04.2014
Bachelor of Science - Interior Design
Newbury College