Katelyn Dungo
Missoula,MT
Summary
Highly accomplished and results-driven professional with over 10 years of diverse experience in customer service, operations management, and HR functions. Demonstrated expertise in managing customer service platforms, overseeing warehouse operations, and implementing HR policies and procedures. Proven track record of driving operational efficiency, optimizing customer service experiences, and fostering team collaboration. Seeking a challenging leadership role where I can leverage my extensive experience and strategic acumen to drive organizational success and contribute to a dynamic team environment.
Overview
9
9
years of professional experience
Work History
Customer Service
Fourlaps
03.2019 - Current
- Efficiently manage multiple of customer service platforms including email, chat, social media, and text support, ensuring seamless communication channels for clients
- Oversee all aspects of inventory receiving operations, serving as the primary point of contact for all warehouse-related activities, maintaining optimal stock levels, and ensuring timely order fulfillment
- Spearhead the reporting of critical metrics such as NPS, unit economics, team efficiency, and customer service initiatives, providing valuable insights to management to drive strategic decision making
- Manage drop ship customer service operations, establishing effective communication channels with warehouse personnel to streamline processes and enhance customer satisfaction
- Facilitated the seamless transition of customer service platforms, including the migration from Freshdesk to Gorgias, ensuring minimal disruption and optimizing efficiency
- Successfully launched a comprehensive return portal program, collaborating closely with warehouse teams to establish SOP’s
- Played a pivotal role in cultivating a culture of excellence in customer service, contributing significantly to laying the groundwork for exemplary service standards within a startup environment.
Customer Service/HR Manager
ADAY
07.2019 - 04.2021
- Served as the manager of a diverse customer service team comprising 12 individuals across multiple regions, fostering collaboration and driving performance excellence
- Implemented robust reporting mechanisms for critical metrics including NPS, unit economics, and team efficiency, delivering comprehensive insights to senior management for informed decision making
- Lead the successful migration of customer service platforms from Zendesk to Gorgias, enhancing operational efficiency and customer satisfaction
- Championed the development and implementation of a new returns program, designed to streamline processes and improve overall customer satisfaction
- Oversee all customer service platforms including chat, phone, social media, text and email support, ensuring prompt and effective resolution of customer inquiries and issues
- Served as liaison with the marketing team to ensure timely communication of pre-orders and other key initiatives, fostering alignment between customer service and marketing efforts
- Managed HRIS data and oversee all employee documents, ensuring accuracy and compliance
- Develop and implemented comprehensive HR policies and procedures
- Managed all HR communications and serve as the primary administrator of the PEO system ensuring effective communication and collaborations across the organization.
HR-Office Manager
Elenteny Imports
10.2016 - 07.2019
- Implemented and managed PEO system for company
- Coordinated and execute all recruitment processes
- Implemented and managed all employee and company benefits
- Processed company payroll across multiple states
- Organized and facilitated all employee on-boarding and off-boarding
- Maintained and updated all HR and company policies and procedures
- Coordinated and maintained all office IT and hardware needs.
Office Manager
CB Insights
08.2015 - 10.2016
- Maintained office services by organizing office operations and procedures; preparing payroll; controlling correspondence between clients and CEO and CO-Founders; and assigned and monitored clerical functions
- Maintained office efficiency by implementing office systems, layouts, and equipment procurement
- Completed operational requirements by scheduling and assigning employees; following up on work results
- Reformed and maintained new employee hiring and onboarding processes
- Facilitated a new office buildout and design; subsequently facilitated an office move for 100 employees.
Education
BA in Liberal Arts -
University of Montana
Skills
- Project Management
- Communication
- Problem-solving
- Customer service excellence
References
Available upon request.
References
References available upon request.
Timeline
Customer Service/HR Manager
ADAY
07.2019 - 04.2021
Customer Service
Fourlaps
03.2019 - Current
HR-Office Manager
Elenteny Imports
10.2016 - 07.2019
Office Manager
CB Insights
08.2015 - 10.2016
BA in Liberal Arts -
University of Montana
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