Kateri V Knosp

• Served as a liaison between employees and upper management, addressing concerns promptly to maintain a positive work environment.
• Interacted well with customers to build connections and nurture relationships.
• Enhanced communication between drivers, Subcontractors, Safety and Operations Staff through regular meetings, reports, and updates.
• Handled problematic customers to assist Customer Service employees and maintain excellent customer service.
• Consistently met deadlines under high-pressure situations demonstrating strong multitasking abilities.
• Reported customer complaints and driver issues to higher management with great detail.
• Supported CorpDOT team by handling all administrative tasks and record keeping relevant to new hires, drivers and trainees.
• Maintained accurate records related personnel information ensuring confidentiality at all times.
• Dispatched Tire Shop to customer locations assisting in clean up of spills and leaks resulting from driver accidents or equipment failure.
• Tracked reporting discrepancies regarding customer accounts and outlined for Customer Service management to resolve.

• Kept accurate documentation for accident reporting, resulting in more efficient data collection and analysis.
• Kept all driver and helper records up to date.
• Performed Alcohol and Drug tests on prospective employees and random testing for current employees.
• Scanned all driver documents and condensed into more streamlined internal files.
• Documented all accidents and spills.
• Collected customer complaints regarding service, spills and damage and reported to assigned investigators.
• Processed all new hire paperwork for all company and subcontractor positions.

- Resolved diverse range of technical issues from multiple operating systems and programs for customers and end-users across multiple time zones.

- Ran meetings and reports at management request.

- Collaborated with supervisors to escalate and address customer problems, inquiries and technical information.

- Explained technical information and documents in clear terms to promote better understanding for non-technical users, and walked them through basic troubleshooting of equipment.

- Fielded average of 30+ inbound calls per day to deliver support and remotely resolve service issues.

- Updated and maintained Excel spreadsheets with current parts/ charts/ documents/ client contact information.

- Analyzed issues to identify troubleshooting methods needed for quick remediation.

- Resolved 25+ technical support inquiries per day.

- Documented customer support interactions for future reference.

- Assisted customers in identifying issues and explained solutions to restore service and functionality.

- Be the main contact for all technical agents regarding process questions, ordering of product and parts and and technical information.

- Followed up with Sales Reps to verify optimal customer satisfaction following support engagement and problem resolution.

- Developed, published and maintained monthly employee newsletter.

- Hired, supervised and paid referee staff.

- Registered 500+ students per year, documented all child information/ parent contact info.

- Developed online system for registration and payment.

- Designed and ordered yearly league tshirts. Also ordered and maintained all necessary sports equipment and referee uniforms.

- Met with complex sports director, concessions management and admissions staff to make sure all needs for league were met.

- Took care of all parent concerns and issues in collaboration with Sports Complex Director and Council President.

- Developed game schedules for 50+ teams per season.

- Created referee work schedules for 6-8 referees per night.