Kathleen Dougherty
Newark,DE
Summary
Branch manager with exceptional drive and dedication to accomplishing business objectives and exceeding customer expectations. 40 plus years history of success in the field.
Overview
40
40
years of professional experience
Work History
Branch Manager
Keen Compressed Gas
Elkton, MD
06.2017 - 08.2024
- Directed daily operations of the branch, including customer service, accounts receivable, sales and marketing activities, and dispatching.Developed strategies to increase customer satisfaction and loyalty.
- Monitored financial performance of the branch on a monthly basis.
- Provided guidance and support to team members regarding problem resolution and customer service issues.
- Managed inside sales employee and driver..
- Conducted yearly performance reviews for all employees in the branch.
- Implemented internal control procedures to minimize risk exposure and maximize profitability.
- Established strong working relationships with external partners such as vendors and suppliers.
- Facilitated bi-monthly meetings with staff members to discuss progress on current initiatives..
- Managed and inspired team members to perform to full potential, driving branch profitability.
Customer Service Supervisor
Valley National Gases
West Grovre, PA
01.2000 - 06.2007
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
Customer Service Representative
Keen Compressed Gas
New Castle, DE
04.1984 - 12.1999
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Education
High School Diploma -
Henry C Conrad High School
Wilmington, DE06-1977
Skills
- Sit in on inInterviewing and Hiring
- Relationship building and management
- Research and quote specialty gases and equipment as well as welding machines and related equipment
- Work directly with the Account Manager providing information on their customer needs
- Keep open communication between the Account Manager, inside sales, and driver
- Review all leads, changes, delivery problems, safety issues and any other concerns
- Coaching and Mentoring
- Customer Service
- Work Prioritization
- Performance Reviews
Affiliations
- Physical fitness
- Running
- Reading
References
References available upon request.
Timeline
Branch Manager
Keen Compressed Gas
06.2017 - 08.2024
Customer Service Supervisor
Valley National Gases
01.2000 - 06.2007
Customer Service Representative
Keen Compressed Gas
04.1984 - 12.1999
High School Diploma -
Henry C Conrad High School
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