Katherine Dewey Rodriguez
WORCESTER,MA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Successful at keeping customers happy and working with cross-functional teams to manage sales enablement. Collaborative and hardworking with a flexible approach and strategic mindset. Expertise in Learning and Development and Information Technology.
Overview
30
30
years of professional experience
Work History
Account Engagement Manager
TTA (The Training Associates)
10.2020 - 08.2023
- Met with clients to understand needs and develop proactive solutions.
- Consulted with teams on established best practices and process improvements.
- Collaborated with sales, delivery and service teams to manage seamless client experiences.
- Assisted with negotiations and sales closings.
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
Project Manager
TTA (The Training Associates)
07.2019 - 03.2020
- Planned, designed, and scheduled course deliveries for large projects.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Provided detailed project status updates to stakeholders and executive management.
- Coordinated material procurement and required services for projects within budget requirements.
- Managed projects from procurement to commission.
- Achieved project deadlines by coordinating with contractors to manage performance.
Care Manager
Allcare Plus Pharmacy
04.2019 - 07.2019
- Established and maintained relationships with clients, families and community partners to coordinate services to meet client's needs.
- Communicated with healthcare providers to facilitate continuity of care.
- Maintained detailed records in compliance with agency standards and regulations.
- Communicated with patients, ensuring that medical information was kept private.
Call Center Representative
TransCore
10.2016 - 06.2018
- Responded to customer calls to answer questions about products and services.
- Processed debit and credit card and electronic check payments.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Educated customers on company systems, form completion, and access to services.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Investigated and resolved customer inquiries and complaints quickly.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Senior Customer Representative
TTA (The Training Associates)
11.1999 - 06.2016
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Listened to customers' questions and concerns to provide answers or responses.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Assigned and designated jobs to contractor customers and client customers according to performance, certification and history.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Senior Account Executive
TTA (The Training Associates)
03.2013 - 03.2015
- Employed proactive and collaborative approaches to strengthen relationships and manage customer needs.
- Established customer relationships, interfacing with representatives and collaborating to achieve mutually beneficial results.
- Prepared documentation, finalized sales and maintained records.
- Met with new customers to share product and service information, listen to needs and learn about business operations.
- Obtained pricing deals, negotiated contracts, and solidified beneficial agreements.
- Maintained contact information database by keeping account details updated, clear and relevant.
- Prepared forecasts to gain understanding of measures needed to grow business.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Courseware Manager
TTA (The Training Associates)
11.2000 - 03.2015
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Coordinated technical training and courseware purchases.
- Maintained courseware in-house inventory.
- Coordinated courseware purchases, delivery, and price/cost documentation and billing.
Purchasing Agent
TTA (The Training Associates)
03.2011 - 03.2013
- Maintained complete documentation and records of all purchasing activities.
- Performed monthly reconciliation of open travel credit card charges
- Communicated with vendors regarding inventory needs
- Negotiated policies and contracts with vendors to achieve optimal pricing and consistent availability.
Corporate Travel Manager
TTA (The Training Associates)
03.2009 - 10.2011
- Worked closely with clients and contractors to meet compliance with strict business schedules.
- Prepared necessary travel documentation for national and international trips to diverse locations.
- Contributed to development and implementation of travel booking processes, procedures and systems.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
Senior Project Manager
TTA (The Training Associates)
06.2006 - 03.2009
- Monitored project progress, identified risks and implemented corrective measures to acquire success.
- Coordinated teams to determine timely delivery and compliance of project requirements.
- Developed and maintained relationships with key stakeholders to meet objectives and boost rapport.
- Developed and implemented project plans and budgets to ensure successful execution.
- Maintained schedules to meet key milestones at every project phase.
- Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
Senior Customer Representative
Paul Revere/Equitable Call Center
09.1993 - 02.1998
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Listened to agents' questions and concerns to provide answers or responses.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Provided agents with updates and periodic statements on service developments and changes in trends.
- Tracked customer service cases and updated service software with customer information.
Education
Bachelor of Arts - English Literature
St. Lawrence University
Canton, NY05.1989
High School Diploma -
Doherty Memorial High School
Worcester, MA05.1985
Skills
- Defect Remediation
- Risk Mitigation
- Accounts Payable Understanding
- Project Oversight
- Customer Needs Assessments
- Stakeholder Relations
- Strategic Consulting
- Operational Efficiency
- Microsoft Office
- Engagement Strategy
- Agile Framework
- Corrective Actions
- Budgeting and Allocation
- Workforce Management System Software
Timeline
Account Engagement Manager
TTA (The Training Associates)
10.2020 - 08.2023
Project Manager
TTA (The Training Associates)
07.2019 - 03.2020
Care Manager
Allcare Plus Pharmacy
04.2019 - 07.2019
Call Center Representative
TransCore
10.2016 - 06.2018
Senior Account Executive
TTA (The Training Associates)
03.2013 - 03.2015
Purchasing Agent
TTA (The Training Associates)
03.2011 - 03.2013
Corporate Travel Manager
TTA (The Training Associates)
03.2009 - 10.2011
Senior Project Manager
TTA (The Training Associates)
06.2006 - 03.2009
Courseware Manager
TTA (The Training Associates)
11.2000 - 03.2015
Senior Customer Representative
TTA (The Training Associates)
11.1999 - 06.2016
Senior Customer Representative
Paul Revere/Equitable Call Center
09.1993 - 02.1998
Bachelor of Arts - English Literature
St. Lawrence University
High School Diploma -
Doherty Memorial High School
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