Katherine McLaughlin

Responsibilities included:

• Manage daily front-end functions
• file maintenance
• cash handling
• asset protection
• Giant Pickup services
• Developed and executed staff scheduling processes, optimizing coverage during peak hours.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Reduced customer complaints, proactively addressing issues and implementing effective solutions.

• I started as customer service Representative then promoted to Customer Service/ Dispatch manager followed by a promotion to Operations Manager
• Responsible for 6 CSRs, 11 service technicians, 5 install teams and 3 sales associates
• Streamlined operational workflows to enhance efficiency and reduce delays for daily installations, service calls and sales appointments
• Responsible for training all staff on the new CRM implemented for office and field staff
• Responsible for KPI tracking for office staff as well as service and install
• Managed the dispatch schedule for install and service - up to 30 appointments a day
• Created an atmosphere of accountability and encouraged each employee to be responsible for their own individual goals and company standards

• Managed customer inquiries and resolved issues through effective communication and problem-solving techniques.
• Coordinated scheduling and logistics for product installations to ensure timely service delivery.
• Developed training materials and conducted sessions to enhance team knowledge on products and services.
• Implemented process improvements that streamlined customer feedback collection, enhancing service quality.