Katherine Teo

· Successfully managed 13 projects simultaneously.

· Ensure that projects are properly planned, executed, and closed.

· Making project decisions that are within the broader context of safety adherence and financial stewardship, and the need to meet customer and quality requirements.

· Assist the field operations team in the development and improvement of efficiency with crew size, equipment management, and daily goals.

· Provide client management, internal team communication, and support in weekly meetings and daily calls when needed.

· Management of subcontractors and control of subcontracted work. Such as Traffic Control, Restoration, Saw Cutting, Compaction Testing, and Soil Analysis. Along with scope creep and change order management.

• Oversight of all procurement activities of goods and services; support for the preparation of proposals.
• Management and control of the project scope, schedule, and budget to ensure that the company's commitments to the client are met while verifying that the project financial goals are met.

· Daily Timecards will be reviewed for quality and accuracy daily.

• Deliver accurate accruals or estimated goods receipts to PG&E monthly.
• Job costs are analyzed and updated weekly.

· Job sites visited frequently to ensure quality, receive feedback from field personnel, and provide leadership visibility.

· Timely and accurate submittal of vendor invoices. Monitoring and reporting of the status of accounts receivable and recommending appropriate action on overdue accounts.

· Oversight of all procurement activities of goods and services; support for the preparation of proposals.

• Assisted 2 to 6 project engineers, project managers, and field supervisors in the safe, efficient, and high-quality delivery of small- and large-scale projects.
• Track purchase requests and purchase orders.
• Monitor 5 to 40 status of Underground Service Alert (USA) dates; verify project completion dates and compare to USA status weekly.
• Notify the project manager of any discrepancies. Assisting the project manager in the weekly scheduling process, as well as monitoring the active job list for required project completion dates.
• Encroachment and Building Permit facilitation for multiple projects with different municipalities.
• Managed approximately 30 customer notifications of the scope of work via phone calls and or emails per day.
• Municipality notifications of start and end dates, including Cal-Trans.
• Prepare/process project close-out documentation.
• Created job files for each project and maintained current data in each file.
• Photocopied, distributed, and emailed documents to project managers and field personnel.
• Kept projects on schedule by managing deadlines and adjusting workflows.
• Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.

• Customer Service Manager with eight direct reports. Recruitment of staff, improving employee retention levels, and training. Set customer service goals and helped the team achieve them through coaching opportunities; provided real-time correction and praise. Managed performance plans (PIP), and promoted and/or terminated as necessary. Supported and communicated with the Sales Management team. Coached continuous improvement on response times via email and phone correspondence without compromising the customer experience. Captured and managed Customer Service correspondence through Zendesk.
• KPIs: Assignee activity and ticket events; solved, pending, and new. Ticket Activity in Zendesk: peak season – average of 900 tickets every week. Slow season – average of 300 tickets weekly. Manage and observe call summaries companywide through 8x8 Virtual Office Analytics.

• Assist the Customer Service Manager with development, supporting external and internal customers, and monitoring and reporting order trends. Supervised 3 direct reports and was responsible for providing quality and efficient customer service and helping the customer service team. Worked closely with IT and Operational staff to set up order processes. Resolved questions and completed tasks requested by sales representatives, external and internal customers.

• Managed 8 to 12 direct reports for 3 years. Processed bi-weekly payroll using ADP Payroll Services. Worked with HR on various HR-Payroll duties such as benefits enrollments and new hire packets. Coached the customer service team to create and enhance process improvement projects. Responsible for suggesting methods to improve an area of operations, efficiency, and services for the customer service department and warehouse collaboration. I maintained daily oversight of order processing, credit card processing, credits, and return activity. Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.

• Responsible for tracking 400-500 parent ledgers, which included the maintenance of billing and payments. When appropriate, billed clients for unauthorized use of childcare services, notice of non-sufficient funds, and Notice of Delinquent Family Fees, to clients. Weekly processing and tracking wage garnishments of childcare provider payments, including bookkeeping and mailing checks to the garnishing agency. Reduced outstanding accounts receivable balances by diligently following up on overdue payments.

• Prepared and processed new hire onboarding packages and assisted in the disciplinary process of employees. Other duties included processing payroll biweekly. Supervised 15-25 customer service representatives. Provided detailed documentation on audit findings, facilitating swift corrective action when necessary while maintaining confidentiality.