Katelyn Ruk
Niagara Falls,New York
Summary
Self-motivated Customer Support Manager with comprehensive experience in overseeing customer service teams, improving support procedures, and enhancing overall customer satisfaction. Known for ability to resolve complex issues promptly and maintain high level of professionalism under pressure. Brings strong skills in problem-solving, team leadership, and communication. Previous roles have resulted in improved efficiency of support services and increased customer loyalty.
Overview
9
9
years of professional experience
Work History
Customer Support Manager
Pine Pharmaceuticals
Tonawanda, New York
06.2023 - Current
- Managed a team of customer support representatives, providing ongoing training, development opportunities and conducting quarterly and yearly performance evaluations.
- Vetted, customized and onboarded new ERP (Infor CloudSuite) and CRM (HubSpot) systems.
- Used advanced knowledge of Excel formulas and data visualization techniques to build custom auto-updating dashboards that enabled representatives to quickly access information needed to resolve customer issues effectively.
- Collaborated with other departmental leaders to establish organizational goals, strategic plans, and objectives.
- Analyzed internal processes and implemented procedural changes to improve operations.
Accounts Receivable Manager
Pine Pharmaceuticals
Tonawanda, NY
02.2022 - 06.2023
- Implemented online payment functionality on the company's portal, streamlining the customer experience.
- Managed and oversaw the billing cycle for complex government projects and awards.
- Utilized pivot tables to prepare customized purchase reports for high-value clients, securing long-term partnerships.
- Developed strategies to improve collection processes and reduce overdue payments.
Accounts Payable and Receivable Specialist
Pine Pharmaceuticals
Tonawanda, NY
03.2019 - 02.2022
- Analyzed invoice and expense reports, identified variances and researched issues to correct problems and maintain financial compliance.
- Investigated discrepancies between purchase orders, receiving documents, and vendor invoices.
- Assisted in month-end closing process, including account reconciliations, journal entries, and accruals.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
Order Processing Specialist
Pine Pharmaceuticals
Tonawanda, NY
02.2018 - 03.2019
- Proactively identified and resolved order discrepancies, preventing customer dissatisfaction and ensuring compliance with regulatory standards.
- Provided backup coverage for the Accounting department during high volume periods.
Cash and Trade Processing Representative
Citigroup Inc
Getzville, NY
11.2015 - 01.2018
- Performed data entry from paper documents and emails into computer systems.
- Secured and protected data from unauthorized access by complying with high level security protocols.
- Provided training and mentorship to new hires, sharing best practices and fostering a supportive work environment.
Education
High School Diploma -
Leonardo Da Vinci High School
Buffalo, NY06.2014
Skills
- Proactive and Self-Motivated
- Excellent Communication
- High Attention to Detail
- Analytical Thinking
- Proficient with Microsoft 365 (Advanced Excel)
- CRM Software Expertise
- Database Management
- Python Programming
Timeline
Customer Support Manager
Pine Pharmaceuticals
06.2023 - Current
Accounts Receivable Manager
Pine Pharmaceuticals
02.2022 - 06.2023
Accounts Payable and Receivable Specialist
Pine Pharmaceuticals
03.2019 - 02.2022
Order Processing Specialist
Pine Pharmaceuticals
02.2018 - 03.2019
Cash and Trade Processing Representative
Citigroup Inc
11.2015 - 01.2018
High School Diploma -
Leonardo Da Vinci High School