Summary
Overview
Work History
Education
Skills
Timeline
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Kathryn Jones

Laredo,TX

Summary

Professional with experience in customer service leadership, prepared for this role. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.

Overview

18
18
years of professional experience

Work History

Customer Service Manager

Robertshaw
08.2019 - 02.2022
  • Managed a team of customer service representatives across 3 manufacturing plants in Mexico, fostering a positive work environment focused on teamwork and collaboration.
  • Led the development and implementation of customer service procedures, policies, and standards in collaboration with cross-functional teams.
  • Train and supervise customer service staff to ensure their performance aligns with company standards.
  • Cultivate strong customer relationships by fulfilling project needs, diagnosing issues, and implementing effective solutions.
  • Utilize customer service metrics and KPIs to analyze satisfaction levels and ensure alignment with profit goals.
  • Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
  • Establish and maintain collaborative relationships across departments and with external partners.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Resolve customer service challenges promptly by identifying root causes and deploying targeted solutions.
  • Analyze emerging customer service trends and use insights to develop and refine service strategies.
  • Conduct regular employee performance reviews to support individual growth and team success.
  • Lead recruitment, training, motivation, and coaching efforts to build a high-performing service team.
  • Organize quarterly team-building activities and training sessions to boost morale and enhance overall team performance.

Business Support Manager

Alliance Shippers
12.2014 - 02.2019
  • Build and maintain strong relationships with customers and service providers.
  • Review, evaluate, and process Requests for Proposals (RFPs).
  • Manage pricing requests for intermodal, over-the-road (OTR), specialized, and just-in-time (JIT) services.
  • Negotiate spot and contract pricing with carriers to ensure competitive rates.
  • Network within industry communities to identify and attract new business opportunities.
  • Plan, direct, and coordinate employee activities to align with organizational goals.
  • Recruit, onboard, and manage staff training programs to ensure workforce effectiveness.
  • Identified and managed service risks within company, recommending best practice enhancements and guidelines updates.
  • Rendered on-demand support to senior leadership, connecting executives with appropriate management personnel to address concerns.
  • Designed onboarding process for new personnel, expediting full operational competency through standardized curricula.
  • Assess operational costs for strategic budget planning and target achievement.
  • Stay informed on market trends through industry publications, articles, and professional networking.
  • Oversee carrier procurement and selection to support service excellence.
  • Create, maintain, and manage Standard Operating Procedures (SOPs) and training documentation.
  • Lead carrier negotiations, selection processes, and execution of contractual agreements.
  • Analyze operational performance metrics to ensure alignment with business objectives.
  • Identify cost-saving opportunities and recommend policy or procedural enhancements.
  • Act as liaison between the organization, sales team, and customers to ensure seamless communication.
  • Oversee functions related to production, pricing, sales, and service distribution.
  • Serve on both local and corporate management committees to support strategic initiatives.
  • Implement corrective action plans to address departmental or organizational challenges.
  • Handle and resolve customer complaints related to pricing or service delivery.
  • Conduct inside sales outreach, educating prospective and existing customers on service offerings and equipment.
  • Develop and manage departmental budgets and approve related expenditures.
  • Provide support to payables, collections, and billing departments as needed.

Air & Expedite Manager

Unishippers
01.2004 - 01.2014
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Controlled costs to keep business operating within budget and increase profits.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.
  • Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
  • Negotiated favorable terms with suppliers, cutting operational costs while maintaining quality of service.
  • Developed comprehensive risk management plan, minimizing potential disruptions to business operations.
  • Achieved significant cost savings by renegotiating contracts with key vendors, without compromising service quality.
  • Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
  • Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Defined clear targets and objectives and communicated to other team members.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Education

Bachelor of Arts - Music Education

Lamar University
Beaumont, TX

Skills

  • Excellent leadership and interpersonal skills
  • Ability to analyze customer feedback and data, and the ability to develop and implement effective customer service strategies
  • Policy and procedure development and implementation
  • Project and Initiative management
  • Cross functional collaboration
  • Ability to translate my skills and experience to teams through training and mentoring
  • Excellent verbal and communication skills
  • Expert level time management and organizational skills
  • Proficient in Microsoft Office, Google Docs, AS400, and MSRP systems
  • Bilingual communication skills in English and Spanish

Timeline

Customer Service Manager

Robertshaw
08.2019 - 02.2022

Business Support Manager

Alliance Shippers
12.2014 - 02.2019

Air & Expedite Manager

Unishippers
01.2004 - 01.2014

Bachelor of Arts - Music Education

Lamar University

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Kathryn Jones