Kathryn Baker
Rahway
Summary
Customer Service Manager with extensive experience in complaint resolution and team leadership. Proven ability to enhance service processes, resulting in increased customer satisfaction and loyalty. Strong skills in customer relationship management and personnel training, fostering a culture of continuous improvement through effective inter-department collaboration.
Overview
19
19
years of professional experience
Work History
CUSTOMER SERVICE MANAGER
Tingley Rubber Corporation
Piscataway
01.2015 - 06.2025
- Oversaw employee performance assessments, identifying training needs to optimize workflows.
- Documented customer service actions meticulously for future reference.
- Worked with marketing teams to execute successful promotional initiatives.
- Collaborated with upper management to refine overall customer service strategies.
- Handled customer inquiries effectively across various communication platforms.
- Implemented quality control measures to uphold company standards.
- Created and managed budgets for travel, training, and team-building activities.
- Proposed or approved modifications to project plans.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Reviewed completed work to verify consistency, quality, and conformance.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Led team engagement to assist cross-functional departments and achieve goals.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
SALES ADMINISTRATOR
Tingley Rubber Corporation
Piscataway
01.2013 - 01.2015
- Plan for annual sales meeting, including researching location and costs, travel arrangements and coordinating meeting activities and events.
- Generate and analyze sales information.
- Process and distribute a variety of sales and customer reports.
- Administer all price maintenance and resolve pricing discrepancies.
- Setup new customer accounts, new ship to locations and update addresses.
- Initiate customer quotations and monitor contract pricing.
- Calculate and process monthly or quarterly rebates for customers.
- Distributed price lists to entire customer base.
CUSTOMER SERVICE SUPERVISOR
Tingley Rubber Corporation
Piscataway
01.2012 - 01.2013
- Provides leadership, direction and oversight to the customer service team ensuring that customers' expectations are satisfied and their business needs are fulfilled.
- Designs and reports individual and departmental performance metrics for continuous improvement.
- Train team members on how to adequately address problems over the phone or how to write correspondence.
- Supports the team members in developing goals and action plans to enhance the customer experience.
- To actively promote and manage the process of continuous improvement in Customer Service standards within Call Enquiries and Order Processing.
- Prepares monthly departmental reports and trends information for monthly management review meetings.
- Collaborates with company departments to eliminate redundancies in procedures and streamline processes to enhance customer experience.
- Partners with sales team to resolve discrepancies in payment terms, pricing and freight charges.
- Partners with Supply Chain and Logistics to ensure orders are properly processed, communicated, and flow through to the warehouse to meet customers deadlines.
- Partners with department managers to identify and implement strategies to improve quality of service, productivity and profitability.
- Enters information into TRC Customer Satisfaction System (Everest) in response to customer inquiries; reviews, assigns actions and resolves concerns.
Customer Service Representative
Tingley Rubber Corporation
Piscataway
01.2010 - 01.2012
- Answers incoming calls to customer service phone group utilizing cloud-based software solution and responds to customer emails to provide timely and accurate information regarding customer order status, price, inventory availability, product information, embellishment and transportation inquiries; offers solutions to customer needs.
- Processes customer orders/changes/returns according to established department policies and procedures. Reviews and resolves issues regarding orders on manual hold.
- Maintains customer records in company's enterprise resource planning (ERP) system including contact information and special routing requirements.
- Issues return goods authorizations (RGA'S) to customers.
- Works closely with applicable departments to investigate shipping and invoicing discrepancies; researches, compiles and enters information into TRC Customer Satisfaction System (Everest); resolves any assigned actions by established deadlines; submits necessary paperwork to General & Administrative team for customer credits and re-bills.
- Registers web-users and emails B2B introduction letter.
- Provides back up support to order entry, dropping pick tickets to warehouse, checking customer service voicemail, checking customer service inbox and responding to or forwarding emails as necessary.
Buying & Merchandising Assistant
Drug Fair Corporation
Somerset
01.2006 - 01.2010
- Ensured file integrity through systematic creation and maintenance practices.
- Collected samples for inventory control and advertising initiatives.
- Maintained purchase order files to support procurement processes.
- Executed assignments and special projects as directed by management.
- Managed vendor database, organizing details and pricing information effectively.
Education
Master's Certificate - Certificate Program
Rutgers School of Management and Labor Relations
New Brunswick, New Jersey, NJ06-2019
Associate Of Applied Science (AAS) - Applied Science/Business/Administration/Marketing
Katherine Gibbs School
Piscataway, NJ07-2007
Merchandising Certificate Program -
Katherine Gibbs
Piscataway, NJ07-2005
Skills
- Customer relationship management software
- Inter-department collaboration
- Budgeting and reporting
- Personnel training
- Problem solving
- Staff management
- Microsoft Office Suite
- Team building
- Schedule management
- Administrative support
- Telephone etiquette
- Interpersonal communication
- Complaint resolution
- Workflow management
- Customer focus
- Time management
Timeline
CUSTOMER SERVICE MANAGER
Tingley Rubber Corporation
01.2015 - 06.2025
SALES ADMINISTRATOR
Tingley Rubber Corporation
01.2013 - 01.2015
CUSTOMER SERVICE SUPERVISOR
Tingley Rubber Corporation
01.2012 - 01.2013
Customer Service Representative
Tingley Rubber Corporation
01.2010 - 01.2012
Buying & Merchandising Assistant
Drug Fair Corporation
01.2006 - 01.2010
Master's Certificate - Certificate Program
Rutgers School of Management and Labor Relations
Associate Of Applied Science (AAS) - Applied Science/Business/Administration/Marketing
Katherine Gibbs School
Merchandising Certificate Program -
Katherine Gibbs