Katherine Smith
Hackettstown,NJ
Summary
A highly organized and detail-oriented customer service professional with 15+ years of experience in exceeding customer expectations. Proven ability to manage multiple tasks effectively and work both independently and collaboratively to meet deadlines. Posses strong communication and problem solving skills which aid to adapt in a dynamic work environment. Eager to learn new skills and technologies to support business needs and grow professionally.
Overview
21
21
years of professional experience
Work History
Office Administrator
Plastic Express Corporation
04.2025 - Current
- Utilize customer service software to accurately enter customer data, process orders and update customer records.
- Respond to customer requests for products, quotes and information via email and phone.
- Train new personnel regarding company operations, policies and services.
- Investigate and resolve issues with customer orders and invoices.
- Provide regular updates to customers regarding orders to maintain transparency and trust.
- Prepare and issue customer invoices and process credits.
- Issue and verify purchase orders to pay bills with accuracy.
- Coordinate shipments and track progress to facilitate timely delivery.
- Handle confidential and sensitive information with discretion and tact.
- Skilled at working independently and collaboratively in a team environment.
- Maintain electronic and paper filing systems for easy retrieval of information.
Customer Service Representative/Supervisor
Douglas Electrical Components
07.2014 - 10.2024
- Processed high volume of purchase orders, quote requests and returns swiftly and accurately.
- Monitored open orders and provided continued status updates to ensure customer satisfaction.
- Coordinated and monitored multiple customer inventory agreements; managed product inventory levels and aligned shipments to meet client demand.
- Collaborated with engineering, sales, purchasing, quality and accounting team members to address customer requirements.
- Identified and resolved discrepancies and errors in customer accounts.
- Processed customer returns and issued credit memos.
- Addressed customer complaints and coordinated with cross-functional teams to resolve.
- Completed all documentation required by customer, including new vendor setup forms, quality and shipping documents.
- Managed numerous customer databases and utilized company CRM to track quote requests.
- ISO internal auditor, performed 3+ audits a year.
- Complied customer complaints, compliments, delivery and quality scores and generated reports for management.
- Trained and directed new employees in data entry practices, operating procedures and conflict resolution.
Travel Counselor and Financial Service Representative
American Express
12.2007 - 10.2013
- Consulted, researched, and arranged detailed trips for new and existing clients
- Planned and organized trips for both leisure and business travelers
- Implemented up-selling and cross-selling strategies to increase revenue
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of different travel budgets
- Connected to the Platinum Card Member call center daily to address customer concerns and procure new leads
- Implemented both written and oral communication skills to provide the best customer service for all card members
- Trusted and empowered to execute problem solving skills when travel issues and complaints arose
- Joined American Express as a travel research assistant and was quickly promoted to travel agent
- Chosen as one of the top '30 under 30' travel agents for Travel Agent Central publication in 2010
- Maintained a 100% customer satisfaction rating from arbitrary customer surveys
- Served card members and non card members with foreign currency exchange and gifting products while working in financial services
Banquet Captain
Canoe Brook Country Club
04.2005 - 12.2007
- Managed and supervised events and parties, including weddings, dinners, and buffets
- Supervised a staff of 10 or more employees, trained new employees on all duties and computers and tended to club members needs
Education
Bachelor of Science - Hotel Restaurant Management
Fairleigh Dickinson University
Madison, NJ05.2004
Skills
- Advanced in MS Office Suite
- Proficient in Hubspot CRM
- Expert in Made2Manage ERP
- Skilled in Sage Accounting
- Strong organizational abilities
- Excellent verbal and written communication
- Client account management
- Analytical problem-solving
Timeline
Office Administrator
Plastic Express Corporation
04.2025 - Current
Customer Service Representative/Supervisor
Douglas Electrical Components
07.2014 - 10.2024
Travel Counselor and Financial Service Representative
American Express
12.2007 - 10.2013
Banquet Captain
Canoe Brook Country Club
04.2005 - 12.2007
Bachelor of Science - Hotel Restaurant Management
Fairleigh Dickinson University