KATHERINE LASH
Lyman,SC
Summary
Customer Experience Professional involved in all facets of operations in the Manufacturing and Technical business-to-business environment. Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
16
16
years of professional experience
Work History
Customer Experience Manager
AFL Telecommunications LLC
10.2013 - Current
- Responsible for Customer Experience for products and services within Business unit
- Establish and report on metrics regarding expedited and project orders
- Supervise and support direct and indirect Customer Experience team responsible for $200+ million in revenue
- Monitor and disposition late orders and manage expedites with production and shipping teams
- Organize or lead educational sessions to learn about products and how used in market
- Establish and monitor individual metrics for purpose of leading associate(s) to success
- Efficiently handle complaints and issues in proper manner through engagement of associates
- Work with other Business Units to streamline systemic processes
- Evaluate and authorize pricing in competitive situations
- Prioritize materials and schedule work orders for onsite and offsite production cells
- Build relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Senior Inside Sales, Customer Service Supervisor
Guardian Building Products
09.2007 - 10.2013
- Supervise and support direct and indirect Inside Sales team responsible for $75 million in sales
- Establish, maintain and coordinate Standard Operating Procedures, Systems and Product training
- Solutions provider for intra-departmental issues involving customized product line
- Collaborate with Territory Managers to increase sales through value added selling
- Answer product and technical questions for internal and external customers
- Interpret Building drawings and Specifications and create Price Proposals and Orders
- Assist in resolving field product issues
- Establish and conduct Department Aptitude tests to help Inside Sales team strive for continuous improvement
- Set product pricing based on costs of finished goods relative to specific market conditions.
Education
Bachelor of Business Administration - Management And Marketing
Cleveland State University
Cleveland, OH06.1996
Skills
- Empowering Associates
- Cross-Functional Collaboration
- Procedure Writing
- Program Improvement
Affiliations
Women in Manufacturing
Timeline
Customer Experience Manager
AFL Telecommunications LLC
10.2013 - Current
Senior Inside Sales, Customer Service Supervisor
Guardian Building Products
09.2007 - 10.2013
Bachelor of Business Administration - Management And Marketing
Cleveland State University
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