Katherine Mata

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

• Achieved quarter high OTD of 99.23%
• Analyzed FedEx cycle counts to resolve discrepancies and provide cost saving recommendations for FedEx depots including depots resulting in a cost savings of $18k
• Achieved 99% accuracy in external audit resulting in perpetual inventory plan
• Achieved 99.05% OTD against a goal of 98% or greater
• Reduced open RMAs owned by TSE’s and customers by 72% achieving a cost savings of $27.8k
• Managed customer satisfaction surveys allowing us to evaluate customer complaints, preventing future issues and finding possible resolution or improvement
• Institutionalized process tracking and reporting mechanism for RL CSAT metrics, root cause and defects
• Call Coordination: Analyzed Siebel tickets resulting in a closure of 19,000+ tickets between 2006 and 2010
• Created and implemented daily reports driving performance of teams such as help desk daily engineer report, TSE daily report, escalation report for the previous day, abstract report for the previous day, severity report (critical, high, medium, low), pending closure with resolution report, pending closure without resolution report, all open SR’s report, and pending repair report
• Maintaining a 0% “guests with a problem” in dining establishment