Summary
Work History
Education
Skills
Timeline
Generic

Katherine "Kat" Getts

Camby,IN

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase customer retention. Twenty years of proven ability to multitask, adapt to change, and find fast solutions using out of the critical thinking has been fortified by time spent as a stay at home Mother of five for fifteen years before coming back to the workforce.

Work History

Logistics Team Lead

Tangoe
08.2021 - Current
  • Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints.
  • Coordinated shipments and tracked progress to facilitate timely delivery.
  • Monitored performance of logistics operations to identify areas for improvement.
  • Built and established relationships with staff and vendors.
  • Updated and maintained databases to track shipments and inventory.
  • Managed inventory levels to verify availability of stock for customer orders amd communicating inventory levels between departments as well as the customer to ensure visablity
  • Prepared and presented reports to management on logistics performance.
  • Monitored and adjusted inventory levels according to demand.
  • Managed over 300 calls a week from over 24 different customers
  • Identified opportunities for inventory reductions.
  • Training new team members
  • Staying up to date on new applications customers are using
  • Overseeing day to day operations of our team and prioritizing work load
  • Overseeing projects
  • Quality assurance
  • Meeting with customers and both internal teams and external weekly to stay up to date on their needs
  • Troubleshooting any issue that may arise during the kitting process such as software installation, operating system conflicts, mobile device management issues, and equipment
  • Providing white glove service to all customers.
  • Responding to to tickets in the SNOW platform
  • Responding to requests through the NetSuite system

Account Specialist

Tangoe
08.2018 - Current
  • Adhered to standards of quality and service as well as all compliance requirements.
  • Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Logged activities in tracking system to maintain accurate, timely records.
  • Responded to inquiries by phone, email and chat.
  • Keep accurate records of any and all interactions
  • Maintaining a 90% first call resolution rate
  • Providing white glove customer service to all customers and following up with any open requests
  • Migrating customers mobility platforms and managing mobile device management through various control applications
  • Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
  • Walked user through series of steps to determine problem and implement likely solution.
  • Optimized system operation and resource utilization to streamline workflows and processes.
  • Placing orders through third party vendors as well as ensuring the arrival of purchase and proper activation and installation of required softwares.
  • Researched and identified solutions to technical problems.
  • Created user accounts and assigned permissions.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Sought ways to improve processes and services provided.
  • Trained staff on operating procedures and company services.
  • Maintained up-to-date knowledge of product and service changes.
  • Successfully completed platform migration project of 40,000 employees, two months ahead of schedule.
  • Managing multiple inboxes for customer support.
  • Developed the first remote training for new team members during the pandemic

Office Manager

Butler Kia
06.2014 - 12.2015
  • Responded to inquiries from callers seeking information.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Answered central telephone system and directed calls accordingly.
  • Developed and maintained successful relationships with vendors, suppliers and contractors.
  • Managed office operations while scheduling appointments for department managers.
  • Coached new hires on company processes while managing employees to achieve maximum production.
  • Quickly and accurately counted drawers at start and end of each shift.
  • Built positive relationships with customers to increase repeat business.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Used POS system to enter orders, process payments and issue receipts.

Education

No Degree - Medical Radiologic Technology

Ivy Tech Community College of Indiana
Indianapolis, IN

Skills

  • Applicant Screening
  • Root Cause Analysis
  • Written and Verbal Communication
  • MS Office, NetSuite, SNOW, Apple Business Management, Active Directory, MobileIron, MaSS360, AirWatch, InTune, BlackBerry Enterprise Server
  • Attention to Detail
  • Interpersonal Communication
  • Planning and Coordination
  • Multitasking Abilities
  • Teamwork and Collaboration
  • Analytical and Critical Thinking
  • Organization and Time Management
  • Training and Development
  • Decision-Making

Timeline

Logistics Team Lead

Tangoe
08.2021 - Current

Account Specialist

Tangoe
08.2018 - Current

Office Manager

Butler Kia
06.2014 - 12.2015

No Degree - Medical Radiologic Technology

Ivy Tech Community College of Indiana

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Katherine "Kat" Getts